Overview
On Site
Contract - W2
Skills
IT Consulting
Process Improvement
Customer Facing
Technical Support
Incident Management
Remote Support
Regulatory Compliance
Training
Analytical Skill
KPI
Performance Metrics
Change Management
Project Management
Risk Management
HR Management
Performance Management
Strategic Leadership
Optimization
Zendesk
Roadmaps
Continuous Improvement
Service Delivery
FOCUS
Service Level
Customer Service
Knowledge Base
Communication
Business Continuity Planning
People Management
Coaching
Mentorship
Training And Development
Collaboration
Financial Management
Management
Help Desk
Budget
Innovation
Finance
Law
Job Details
- JOB-7499
- Helpdesk Manager
- Carson City, NV
- Contract
- Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking a Helpdesk Manager to join our team.
JOB SUMMARY
Provide strategic leadership for statewide help desk services. Lead process improvements, represent user interests, and act as the liaison with system vendors. Manage a team of up to five agents, maintaining high standards of customer service, technical support, and operational performance.
QUALIFICATIONS- Demonstrated experience leading a diverse, customer-facing technical support team.
- Established success overseeing live support operations, including incident handling and operational assistance.
- Experience managing a remote technical support center or help desk.
- Demonstrated capability to oversee the entire help desk ticket lifecycle and ensure compliance with SLAs.
- Experience designing, implementing, and sustaining training programs for help desk staff.
- Excellent communication skills to deliver clear status updates and create user-focused reports.
- Strong analytical ability to apply KPIs and performance metrics to drive ongoing improvements.
- Ability to develop and maintain a robust help desk knowledge repository.
- Technical expertise in supporting end-user technologies and managing escalations to achieve timely, effective resolution of complex issues.
- Strong skills in organization, prioritization, and change management.
- Deep understanding of service support procedures and effective service delivery in complex tech environments.
PREFERRED- Background in building high-performing service teams and systems within large organizations, managing vendors, and producing clear management reports.
- Experience in project leadership, risk mitigation, and advanced personnel management.
- Knowledge of performance management and modern service standards.
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 ensuring alignment with the needs officials, staff, and users.
- 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 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.
Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.