HelpDesk Manager

Overview

Hybrid
Depends on Experience
Contract - W2
Contract - Independent
Contract - 18 Month(s)
No Travel Required
Unable to Provide Sponsorship

Skills

HelpDesk Manager

Job Details

DIRECT CLIENT:  


HelpDesk Manager

18 months

Carson City, NV

 

Local Candidates Only

 

Key Responsibilities

Strategic Leadership

·         Set and communicate the help desk’s overall strategy, aligning with organizational goals and both functional and technical requirements.

·         Establish a vision for the help desk’s role in supporting client, ensuring alignment with the needs of county election officials

·         Lead the strategic redesign and ongoing optimization of the Zendesk ticketing process, establishing standard procedures and best practices.

·         Develop and maintain strategic and tactical roadmaps for help desk services, ensuring future readiness and value.

·         Foster a proactive, service-oriented culture focused on continuous improvement.

 

Service Delivery

·         Oversee the end-to-end operation of the help desk, ensuring effective triage, assignment, and resolution of all requests.

·         Oversee and ensure effective triage, escalation, and resolution of critical issues by the help desk team, coordinating appropriate remedial actions and maintaining focus on overall service quality and team performance.

·         Set, monitor, and enforce Service Level Agreements (SLAs) with vendors and internal teams.

·         Ensure the help desk adapts to evolving needs and maintains exceptional customer service.

·         Build and maintain a knowledge base for user self-service and internal reference.

·         Lead regular communication with county stakeholders, including reports and alignment calls.

·         Serve as the technical subject matter expert and final escalation point for unresolved issues.

·         Ensure emergency planning and business continuity measures are established and communicated.

People Management

·         Recruit, develop, and lead a high-performing, diverse help desk team.

·         Provide coaching, mentoring, and regular feedback to support staff development.

·         Manage performance reviews, development plans, and staff attendance in line with agency policy.

·         Promote innovation, collaboration, and a positive, inclusive team culture.

Financial Management

·         Monitor and manage the help desk budget, balancing innovation with financial constraints.

·         Optimize service contracts and ensure value for money at each renewal.

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