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Desert Research Institute · 4 days ago

Information Technology Help Desk Manager

Reno, NV

Full-time

Onsite

Mid, Senior Level

$80K/yr - $80K/yr

5+ years exp

Desert Research Institute is a recognized leader in environmental research, and they are seeking an IT Helpdesk Manager to lead and enhance help desk operations while delivering exceptional customer service to faculty and staff. The role involves overseeing the help desk team, ensuring endpoint systems are secure, and driving continuous improvement in service delivery.

Environmental Services

No H1B

U.S. Citizen Only

Hiring Manager

Dana Trimble

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

Qualification

Windows supportMacOS supportLinux supportMicrosoft 365 administrationVirtual desktop environmentsEndpoint automationHelp desk ticket managementCustomer service orientationTeam leadershipConflict resolutionTime managementOrganizational skills

Required

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

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