Help Desk Manager

Help Desk Manager

Link Technologies (), a Las Vegas-based IT consulting firm, is currently seeking a Help Desk Manager to join our team.

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.

• 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.

• 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.

• 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.

• 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.

• 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.
• Monitor and manage the help desk budget, balancing innovation with financial constraints.
• Optimize service contracts and ensure value for money at each renewal.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Contract
• Job function:
  Consulting
• Industries: IT Services and IT Consulting
• Location:
  
  Carson City, NV

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.