Helpdesk Manager

Description

The Eastern Shawnee - Veracity JV is a tribally-owned 8(a) certified strategic joint venture between Eastern Shawnee Professional Services (ESPS) and Veracity Consulting (Veracity) created to provide agile, effective IT and business solutions for federal clients. Together, this joint venture brings streamlined contracting, extensive IT expertise, and proven reliability to support mission-critical federal initiatives.

The Helpdesk Manager oversees all AV/IT Help Desk operations, ensuring timely ticket management and high-quality customer service. This role supervises Tier 1 and Tier 2 support activities and maintains compliance with contract response and resolution standards. This position is on-site at Fort Leonard Wood. This opportunity is contingent upon award. The selected candidate may be hired as either an ESPS employee or Veracity employee, depending on project planning and organizational needs. The employing entity will not affect the day-to-day responsibilities or expectations of the position.

Responsibilities.

• Manage daily AV/IT Help Desk workflow and technician assignments.
• Monitor ticket volumes, priorities, and resolution time compliance.
• Oversee escalation processes to Tier 2 support.
• Ensure accurate tracking, documentation, and reporting within the ticketing system.
• Maintain helpdesk knowledge base, FAQs, and troubleshooting guides.
• Provide coaching, performance feedback, and training for helpdesk staff.
• Produce ticket analytics and trend reports for management and the COR.
• Support high-visibility events requiring coordinated helpdesk readiness.
• Coordinate with AV/IT technicians, vendors, and MSCoE G6 IT staff.

Requirements

Minimum Education and Experience.

• Associate degree in IT, AV, or related field, or equivalent experience.
• 3 years of helpdesk or IT/AV technical support leadership experience.

Preferred Qualifications.

• CompTIA A+ required; Network+ or Security+ preferred.
• Experience in DoD or federal IT service desk environments.
• Familiarity with AV equipment, IT systems, and collaboration tools.

Knowledge, Skills, and Abilities.

• Strong understanding of IT/AV troubleshooting processes.
• Excellent communication and customer service orientation.
• Ability to analyze data and identify performance trends.
• Skilled in ticketing systems and IT service workflows.

Other Requirements.

• Secret clearance required.
• Ability to work occasional evenings or weekends for special events.

Work Environment.

• Helpdesk setting with frequent phone and user interaction.
• Coordination with technicians across multiple facilities.

Physical Abilities 

• Ability to sit for extended periods and work at a computer workstation.
• Occasional walking or light equipment handling up to 20 lbs.

Benefits. ESC offers competitive benefits including medical, dental, vision, individualized savings plans, short term disability, life insurance, and paid time off.

Who We Are. At ESC, our mission is to build a substantial, sustainable business to serve as a generational economic engine for the Eastern Shawnee Tribe of Oklahoma. We achieve our goals and work together by following our four simple values:

- Commitment: We remain focused on our mission in everything we do.

- Integrity: We do what’s right. 

- Trust: We build trust through respect, honesty, and follow-through.

- Excellence: We aim high and take pride in raising the standard.

EEO. ESC provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state, or local law.