IT Help Desk Manager

Nevada System of Higher Education • Reno, NV

4d • $80,000 • Onsite

About The Position

Reporting to the Assistant Vice President of Information Technology (AVP IT)/Chief Information Officer (CIO), the IT Helpdesk Manager is responsible for leading and strengthening all help desk operations, with a primary focus on delivering exceptional customer service to faculty and staff. This role oversees the help desk team, ensures endpoint systems are secure and current, and drives continuous improvement in service delivery. The ideal candidate is a proactive leader who thrives in a fast-paced environment, works independently with minimal supervision, and exercises sound judgment in both technical and managerial decision-making. They will also ensure that processes are well-documented, consistent, and aligned with best practices.

Requirements

• Bachelor’s degree from an accredited institution (Information Systems preferred) and at least 5 years of experience supporting Windows, macOS, and Linux endpoints OR in lieu of a degree: at least 7 years of equivalent experience
• US Citizenship per sponsor funding requirements
• Experience with Microsoft 365 administration
• Experience with virtual desktop environments (VDI)
• Expertise in endpoint automation, deployment, and configuration technologies
• Experience managing and prioritizing help desk ticket systems
• Ability to create clear documentation for processes and procedures
• Excellent time-management and organizational skills
• Strong customer service orientation; proven ability to resolve incidents effectively

Nice To Haves

• Experience managing help desk operations or service desks
• Experience in customer relationship management (CRM or service-excellence initiatives)
• Prior work experience in higher education
• Experience managing support teams, workflows, and performance metrics

Responsibilities

• Lead day-to-day help desk operations and ensure a high level of customer satisfaction.
• Manage the installation and maintenance of software, operating system updates, and security patches across Windows, macOS, and Linux clients.
• Develop, maintain, and enforce endpoint policies, standards, and procedures.
• Monitor service performance metrics, prepare reports, and collaborate with the CIO on improvement strategies.
• Research, evaluate, and implement modern technologies that enhance IT efficiency and support the DRI’s research mission.
• Coach, mentor, and support help desk staff to foster growth, teamwork, and accountability.

Benefits

• DRI offers a benefits package that includes health, dental, vision, life and long-term disability insurance; including 19.25% retirement match, 24 annual leave days, beginning balance of 30 sick leave days, 12 paid holidays, educational benefits, and the choice of three health insurance plans that can be supplemented with flexible spending accounts or health savings accounts.
• Additionally, there is no state income tax and no social security deduction.
• This position is eligible for relocation assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees