Western Alliance Bank is looking for a Helpdesk Manager to provide strategic leadership for statewide help desk services supporting the Voter Registration and Election Management Solution (VREMS). You will drive process improvement, advocate for county users, and serve as the primary liaison with system vendors.
What You'll Do
- Set and communicate the help desk’s overall strategy, aligning with organizational goals.
- Lead the strategic redesign and ongoing optimization of the Zendesk ticketing process, establishing standard procedures.
- Develop and maintain strategic and tactical roadmaps for help desk services.
- Oversee the end-to-end operation of the help desk, ensuring effective triage and resolution of all requests.
- Set, monitor, and enforce Service Level Agreements (SLAs) with vendors and internal teams.
- 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.
- 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.
- Monitor and manage the help desk budget, balancing innovation with financial constraints.
What We're Looking For
- Deep understanding of service support procedures and effective service delivery in complex tech environments.
- 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.
- Strong organizational, prioritization, and change management skills.
- 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.
Nice to Have
- Knowledge of performance management and modern service standards.
- Project leadership, risk management, and advanced people management skills.
- Experience developing teams and systems for excellent customer service in large organizations, vendor management, and clear management reporting.
Technical Stack
- Zendesk
Team & Environment
You will lead a team of up to five agents, fostering a proactive, service-oriented culture focused on continuous improvement.
Benefits & Compensation
- Competitive compensation
- Opportunities for professional growth
- Supportive team culture
Western Alliance Bank is an equal opportunity employer. All your information will be kept confidential according to EEO guidelines.
