{"id":2939723,"url":"https://alion.io/job/upslope-inc-help-desk-manager","title":"Help Desk Manager","company":{"id":4420338,"name":"UpSlope Advisors","domain":"upslopeinc.com","url":"https://alion.io/company/upslopeinc","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-20T17:03:17Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-22T23:49:20Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Position Summary\nThe Help Desk Manager runs the AV/IT Help Desk, the central point of contact for all AV and IT issues, service requests and technical questions across MSCoE G6-supported facilities. The manager keeps the desk fully staffed during business hours, makes sure every ticket is logged, prioritized, escalated and resolved within the contract priority timeframes, and turns ticket data into the trend analysis and reports the COR uses.\nFort Leonard Wood Missouri - Place of Performance (Hybrid) - Note: Staff are able to work remotely for AV/IT support issues that do not require an onsite presence.\nMajor Duties\nHelp desk operations and staffing. Keep the help desk fully staffed 0630-1700; schedule Tier 1 shifts and breaks; work the desk directly during peaks and absences.\nTicket management and service levels. Make sure every request is logged in the designated ticketing system with the correct priority. Monitor response and resolution against the four priority levels (15 minutes/2 hours, 30 minutes/4 hours, 2 hours/1 business day, 4 hours/3 business days) to meet the 95% QASP standard. Manage escalations to Tier 2 and vendors, and keep users updated on open tickets.\nTrend analysis and problem management. Analyze ticket data for recurring issues; report systemic problems and recommended fixes to the COR through the PM; run incident, problem and service request processes.\nCompile ticket volume, resolution times, compliance metrics, open and escalated tickets, and user feedback for the weekly, monthly and annual reports.\n\nKnowledge base and user training. Maintain the AV/IT knowledge base, FAQs, user guides and quick reference cards; update training materials within 30 calendar days of a significant system change; keep the training calendar; deliver the monthly training completion report.\nCustomer satisfaction and quality. Run user satisfaction surveys toward the 90% standard; review tickets for quality and professional, courteous service; coach Tier 1 staffQualifications (Proposed Minimums)\n5 years of IT or AV/IT help desk or service desk experience, including 2 years supervising or leading a help desk team.\nExperience managing work in an enterprise ticketing system (for example, ServiceNow or Remedy) against priority-based service levels, and producing metrics reports.\nWorking knowledge of common AV/IT, VTC and collaboration systems, at least at the Tier 1 level the manager supervises.\nStrong written and verbal communication and customer service skills.\nCertifications\nITIL 4 Foundation, required.\nCompTIA A+, required (matches the Tier 1 standard, C.5.2).\nCompTIA Security+ (DoD 8140-qualifying), preferred; required if granted privileged access.\nSecurity Clearance\nActive Secret clearance","description_format":"text","description_chars":2738,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Science & Engineering","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-10-20T17:03:17Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":23,"reasons":["conf:10","win:early"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/upslope-inc-help-desk-manager","json_url":"https://alion.io/job/upslope-inc-help-desk-manager.json","meta":{"generated_at":"2026-10-23T03:30:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5795,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4420338},"rest":"https://alion.io/mcp/rest/get_company?id=4420338"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fupslope-inc-help-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fupslope-inc-help-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fupslope-inc-help-desk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/upslope-inc-help-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fupslope-inc-help-desk-manager"}]}