IT Manager - Support Services

The Information Technology Services (ITS) Unit of the Legislative Counsel Bureau (LCB) is seeking a diverse pool of qualified applicants for the position of IT Manager - Support Services within the Administrative Division. The LCB is a nonpartisan, legislative service agency that provides professional, technical and administrative support to the Nevada Legislature, which convenes biennially in odd-numbered years for 120-day sessions and for rare special sessions during the interim periods. The ITS Unit provides technical support to legislators, legislative staff and the LCB. This is a full-time position located in Carson City, Nevada.

Position Description: Under the general supervision of the Deputy Chief Information Officer, the IT Manager - Support Services will lead a team of talented IT professionals whose duties include providing service desk, deskside and remote support to legislators, legislative staff and the LCB. Responsibilities of the IT Manager - Support Services may include, without limitation:

• Leading Support Services in delivering f irst class, white glove customer service to legislators, legislative staff, the LCB and members of the public, as needed;
• Supporting technology operations to ensure the reliable functioning of systems during public meetings;
• Collaborating across LCB units and divisions to provide a seamless and consistent user experience;
• Planning and managing daily operations of the service desk, remote meeting participation and deskside support functions;
• Providing direction on complex support functions while performing advanced tasks, including, without limitation, answering calls, creating tickets, delivering remote support and following up on outstanding requests;
• Ensuring timely routing and response to in-person, email, ticket or chat requests and meeting established service level agreements;
• Leading incident management to prevent or rapidly resolve technology disruptions and minimize downtime affecting legislative operations;
• Overseeing documentation practices within the Information Technology Service Management Tool (ITSM);
• Maintaining and updating run books and technology standards to reflect evolving solutions and environmental changes;
• Interacting with vendors to ensure efficient repair and support services for third-party
• Directing installation and troubleshooting of end-user hardware, software, mobile hardware and software;
• Researching and obtaining cost estimates or scopes of work for equipment and software acquisitions;
• Collaborating with cross functional teams to gather requirements, develop solutions and ensure successful project delivery;
• Coordinating project timelines and resources while monitoring progress, identifying risks and implementing mitigation strategies;
• Staying informed on emerging technologies and evaluating their relevance to LCB modernization initiatives;
• Making recommendations and monitoring expenses associated with Support Services operations;
• Fostering a positive and inclusive environment that promotes teamwork, professional development, innovation and creativity; and
• Performing other duties as assigned., Working Conditions: The work is performed in a typical office environment. The successful candidate must reside within a one-hour radius of Carson City, Nevada or be willing to relocate to such a location within 90 days of joining the LCB. This position requires regular on-site attendance and is not eligible for a remote or hybrid work schedule. Overtime will be required during legislative sessions and certain other periods as necessary to meet the demands of the Legislature. When overtime is worked, the IT Manager - Support Services may earn compensatory time that can be taken at a later date or be paid for the overtime, consistent with the LCB Rules and Policies and subject to budgetary limits. Occasional travel may be required between Carson City and Las Vegas, Nevada. Such travel may be outside normal business hours.

Minimum Qualifications: The IT Manager - Support Services will be selected with special preference given to the candidate’s training, experience and aptitude in the f ield of service desk and IT operations. A qualified candidate must have: (1) a Bachelor’s degree in Information Systems, Management Information Systems or a related f ield with at least 10 years of progressively responsible experience in service desk or IT Operations; or (2) a Master’s degree in Information Systems, Management Information Systems or a related f ield with at least 5 years of proven management experience in service desk or IT Operations; or (3) an equivalent combination of education and experience in service desk or IT Operations. A master’s degree is preferred.

The ideal candidate will demonstrate:

• Experience in government processes which is preferred but not required;
• Experience leading teams and managing projects while overseeing IT operations and support initiatives;
• The ability to diagnose and resolve complex issues quickly and effectively;
• Effective communication regarding technical concepts to both technical and technical stakeholders;
• A continued practice of staying current on technological trends and implementing innovative solutions to improve support outcomes;
• The ability to apply modern IT operations methodologies tools and best practices such as ITIL;
• Collaboration with diverse stakeholders and influencing decision making at all levels of the organization;
• The ability to deliver exceptional customer service to end users from diverse
• Mastery of ITSM platforms such as HaloPSA/HaloITSM, ServiceNow, N-Able, ManageEngine, Freshdesk, Ivanti Heat, ConnectWise PSA, SysAid or TeamDynamix;
• Utilization of RMM platforms such as NinjaOne, Atera, Pulseway, SuperOps, Syncro, Able or Naverisk;
• The ability to support users with remote tools such as Ninja Remote, ConnectWise Control/ScreenConnect, Bomgar, Splashtop, DameWare or TeamViewer;
• Effective management of incidents and clear communication with the business and cross functional teams to resolve issues before the legislative process is impacted or to reduce impact;
• Management of geographically dispersed teams with proven success; and
• The ability to lif t and move medium to large items weighing up to 50 pounds without assistance while employing proper safety techniques.

Salary up to $158,708 (employee/employer paid retirement plan), Salary: The annual salary for this position is based upon a Grade 46, which has a salary range of $104,713 to $158,708 under the employee/employer-paid retirement option. An employer- paid contribution plan is also available with a reduced salary in lieu of an employee contribution. Actual starting salary will be based on experience.

Benefits: The benefits include the accrual of paid annual leave and sick leave, health insurance and membership in the state’s retirement plan. Other optional benefits are also available, including a deferred compensation program.