IT Helpdesk Manager

Thank You For Your Interest In Employment With The Desert Research Institute. We Want Your Application Process To Go Smoothly And Quickly. We Ask That You Keep In Mind The Following When Completing Your Application

• Once you start the application process you cannot save your work. Please ensure you have all required attachment(s) available to complete your application before you begin the process.
• Required attachments are listed below on the posting. Your application will not be considered without the required attachments.
• Please see the application instructions under each posting for information on submittal deadlines.
  
  

If you need assistance or have questions regarding the application process, contact Human Resources Hotline at (775) 673-7431 or recruit@dri.edu.

Job Description

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.

Key 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.
  
  

Required Competencies

The Successful Candidate Will Demonstrate

• Effective team leadership and coaching abilities
• Strong decision-making and prioritization skills
• Clear, professional written and verbal communication
• A service-oriented mindset with strong conflict-resolution abilities
• High attention to detail and consistent follow-through
  
  

Location: This position is 100% on-site in Reno, Nevada.

Required Qualifications

• 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
  
  

Preferred Qualifications

Greater consideration will be given to those who possess these skills and attributes:

• 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
  
  

CONDITIONS OF EMPLOYMENT

• US Citizenship per sponsor funding requirements
• Employment is contingent upon a successful completion of a background check.
• This position will need to perform physical tasks occasionally such as moving or lifting boxes or equipment up to 35 lbs.
  
  

Salary / Benefits

The minimum annual starting salary is $80,000 (Admin Faculty C) and is competitive and commensurate with education, experience, and aligns with similar public academic research institutions. 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.

Organizational Summary

DRI is a recognized world leader in basic and applied environmental research. Committed to scientific excellence and integrity, DRI faculty, students who work alongside them, and staff have developed scientific knowledge and innovative technologies in research projects around the globe.

Since 1959, DRI’s research has advanced scientific knowledge on topics ranging from humans’ impact on the environment to the environment’s impact on humans. DRI’s impactful science and inspiring solutions support Nevada’s diverse economy, provide science-based educational opportunities, and inform policymakers, business leaders, and community members.

The position will be based in Reno situated in northwestern Nevada at the base of the eastern Sierra Nevada Mountains, 25 minutes from Lake Tahoe. Reno boasts 300+ days of sunshine and offers unparalleled opportunities for outdoor activities ranging from mountain biking, hiking, fishing, hunting, whitewater paddling, and golfing in the summer and fall to alpine skiing, snowboarding, and cross-country skiing in the winter.

Yes

Full-Time Equivalent

100.0%

Required Attachment(s)

APPLICATION / REVIEW PROCESS

The following materials will be required to submit when you apply on-line at https://www.dri.edu/careers/:

• A cover letter detailing your career interests and how you meet DRI’s qualification requirements for the position;
• A current resume; and
• Contact information for three professional/work-related references.
  
  

SPECIAL INSTRUCTIONS FOR INTERNAL NSHE CANDIDATES

DRI employees or employees within the Nevada System of Higher Education (NSHE) MUST use the “Browse Jobs” report within Workday to find and apply for jobs at DRI and other NSHE Institutions. Once you log into Workday, type "Browse Jobs" in the search box which will navigate to the internal job posting site. Locate this specific job posting by typing the job requisition number, “R0150230” in the search box.

Qualified individuals are encouraged to apply immediately to receive full consideration. This posting will remain open until the position is filled, but hiring may occur at any time. Recruitment will close without notice when a hiring decision has been made. To learn more about DRI, visit us at www.dri.edu or contact Human Resources at 775-673-7431 or jobs@dri.edu.

Posting Close Date

Note to Applicant

Applicants should fully describe their qualifications and experience with specific reference to each of the minimum and preferred qualifications. The search committee will use this information during the initial review of application materials.

References will be contacted at the appropriate phase of the recruitment process based on applicant notification and permission.

Newly hired faculty and postdoctoral fellows must assure that their official transcript is submitted to the Human Resources Office within 30 calendar days from the effective date of employment. Academic degrees must have been awarded by regionally accredited institutions.

This position may require a criminal background check to be conducted on the candidate(s) selected for hire.

As part of the hiring process, applicants for positions in the Nevada System of Higher Education may be required to demonstrate the ability to perform job-related tasks.

DRI employs only U.S. citizens and aliens authorized to work in the U.S. DRI only sponsors aliens applying for research faculty or postdoctoral fellow positions (J-1 or H-1B Visas).

All applicants hired by the Desert Research Institute are subject to E-Verify.