Helpdesk Manager – Long Term Project – Carson City, NV

Title: Helpdesk Manager
Location: 60% each week remote,  rest work from home. 
Duration: at least to 6-30/2027 (Very Possible extensions)
Compensation: $40.00-$46.00/Hour 
Work Requirements: US Citizen, GC Holders or Authorized to work in the U.S. 

OVERVIEW of ROLE: 
Provide strategic leadership for statewide help desk services supporting the Voter Registration and Election Management Solution (VREMS). Drive process improvement, advocate for county users, and serve as liaison with system vendors. Lead a team of up to five agents, ensuring high standards in customer service, technical support, and operational excellence.

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 VREMS, ensuring alignment with the needs of county election officials, SOS elections staff, and Nevada’s registered voters.
• 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. 

CRITERIA/EXPERIENCE/SKILLS:

Knowledge

• Deep understanding of service support procedures and effective service delivery in complex tech environments.
• (Desirable) Knowledge of performance management and modern service standards.

Skills and Abilities

• Proven ability to manage the full lifecycle of help desk tickets and enforce SLAs.
• Experience developing and maintaining training programs for help desk agents.
• Strong communication skills for providing clear updates and preparing user-facing reports.
• Analytical skills to use KPIs and metrics for continuous improvement.
• Ability to build and maintain a comprehensive help desk knowledge base.
• Technical proficiency in supporting end-user technologies and overseeing the escalation process to ensure timely and effective resolution of complex issues.
• Strong organizational, prioritization, and change management skills.
• (Desirable) Project leadership, risk management, and advanced people management skills.

Experience

• Experience leading a multi-disciplined, customer-facing technical support team.
• Proven track record managing live support services, including incident response and operational support.
• Experience managing a remote technical call center or help desk.
• (Desirable) Experience developing teams and systems for excellent customer service in large organizations, vendor management, and clear management reporting.
• Manager/Supervision experience desired. 

OTHER: 
Must be able to pass a criminal background check before starting work. 
You must be able to work Pacific Time work hours Mon Fri, 8AM 5PM
Some Travel – Usually one-day trips in state, also, there may be a total of 4 nights over the course of a year – reimbursable travel expenses. .

Our benefits package includes:

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• …and much more!

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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