IT Service Desk Manager

Overview

The award-winning Las Vegas-Clark County Library District is currently hiring for an IT Service Desk Manager for the IT Department.

GENERAL SUMMARY

Under the general direction of the Library District's (District) Director of Information Technology, the Service Desk Manager is responsible for leading the IT support operations for the Las Vegas-Clark County Library District. This role oversees the service desk team to ensure timely and effective resolution of technical issues, high-quality customer service, and continuous improvement of support processes.

Description of hours and wages :

The pay range for this position is $78,255 to $104,870 per year. Pay typically begins at the minimum of the pay range, and employees are eligible for annual merit and COLA increases per District policy.

This is a full-time (40 hours per week), FLSA exempt position.

Application Deadline :

The application deadline for this position is 11 : 59 p.m. on Friday, September 26, 2025. To be considered for this position, applications must be submitted prior to this deadline.

We anticipate interviewing for this position on or around October 7, 2025.

Responsibilities

ESSENTIAL DUTIES & RESPONSIBILITIES :

1. Manage daily operations of the IT service desk, ensuring efficient handling of incidents, service requests, and problem resolution.

2. Supervise and mentor service desk staff, providing training, guidance, and performance evaluations.

3. Develop and implement service desk policies, procedures, and performance metrics to enhance user satisfaction and support efficiency.

4. Monitor and analyze service desk trends and KPIs to identify areas for improvement.

5. Collaborate with IT leadership and technical teams to escalate and resolve complex issues.

6. Maintain accurate documentation of support processes, ticket resolutions, and user guides.

7. Ensure proper onboarding and support for new technology rollouts across the district.

8. Provides administrative supervision to assigned staff, including but not limited to :

Performance Coaching & Management;

• Career Counseling & Development; and
• Conflict Resolution

9. Ensures District compliance with all federal, state, and local laws, regulations, codes, and District Policies and Procedures.

10. Stays abreast of current and future trends in Information Technology, Library Administration, and Public Administration, and makes recommendations regarding future District Strategies and Planning.

11. Performs other duties as assigned.

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES :

EDUCATION :

Required : Bachelor's degree in Information Technology, Cybersecurity, or related field.

Preferred : NA

EXPERIENCE :

Required : Three (3) years of experience in network IT support or service desk management.

Preferred : NA

LICENSE AND CERTIFICATION :

Required : NA

Preferred : Relevant information technology certifications (e.g., ITIL).

PHYSICAL REQUIREMENTS :

Work is primarily performed in an office setting. Ability to lift up to 10 pounds maximum, and occasionally lifting and / or carrying such articles as computer / network equipment. Although work is performed in an office setting, a limited amount of walking or standing is often necessary to carry out job duties. The role may require after-hours availability for emergency response and critical maintenance.

Schedule

Monday : 8 : 00 AM - 5 : 00 PM

Tuesday : 8 : 00 AM - 5 : 00 PM

Wednesday : 8 : 00 AM - 5 : 00 PM

Thursday : 8 : 00 AM - 5 : 00 PM

Friday : 8 : 00 AM - 5 : 00 PM

Benefits

Pay Range

USD $78,255.00 - USD $104,870.00 / Yr.

Position Type

Full-Time

Category

Job Location

Windmill Service Center

Location : Address

7060 W. Windmill Lane