AOC IT Service Desk Supervisor

Business Unit: 21800

AOC IT Service Desk Supervisor #00042100-21800, Full-Time, term, in Albuquerque, NM

# of Positions: 1

Opening Date: 04-02-2025 - Close Date: -

Target Pay Range/Rate: $34.788 - $69.576 per hour OR $72,359 - $144,718 annual salary

The Administrative Office of the Courts (AOC) is recruiting for a full-time, term, AOC IT Service Desk Supervisor position #00042100-21800 for the Judicial Information Division in Albuquerque, New Mexico. GENERAL STATEMENT OF DUTIES: Acting under general direction, manage the operations of the statewide information technology service desk, including incident and field service management, technical communication, request fulfillment, and knowledge management to meet operational services.
Are you a passionate problem-solver with a knack for leadership and technology? Join our team as the IT Service Desk Supervisor, where you will lead a talented team and make a meaningful impact on IT services across the judiciary. In this role, you will oversee incident management, request fulfillment, and problem resolution, ensuring smooth, efficient operations while delivering exceptional support to users. You will drive innovative solutions, foster clear communication, and lead continuous improvements in IT services. This is your chance to collaborate with diverse teams and advance your career in a dynamic rewarding environment.

EXAMPLES OF JOB DUTIES

The AOC Information Technology Service Desk Supervisor is responsible for managing and directing the staff in statewide activities related to the Judicial Information Divisions service management lifecycle.

Assists in developing and implementing annual IT plans, directives, and strategies to improve service desk efficiency and effectiveness.

Works with management to identify strategic planning initiatives, sets work priorities, and monitors projects and service desk requests.

Ensures service desk staff are updated on topics such as help desk systems, processes, tools, and procedures required documenting, tracking and resolve reported problems.

Ensures service desk staff are properly trained on effective methods to research, troubleshoot, and deliver solutions.

Leads incident management tracking, trending and adherence to rules, policies, and with the Information Technology Infrastructure Library (ITIL) best practices.

Serves as the first point of contact for escalated incidents and requests, addresses customer complaints and feedback, and escalates critical issues to management.

Manages the process for communicating outage or emergency activities statewide.

Monitors and manages the statewide service desk request queue and performance metrics.

Develops Key Performance Indicators (KPIs) and takes action to improve results to ensure quality service and achievement of service standards and adhering to Service Level Agreements (SLA).

Oversees and assigns service desk tickets statewide, monitors completed tickets, and establishes priorities, reviews standards, procedures and results of completed work.

Monitors and measures the performance and results of service desk resources and, provides feedback.

Provides regular reporting to management on service desk tickets and metrics.

Investigates tickets and provides strategies to develop and improve the service desk.

Works with and manages vendor relations.

Creates and maintains documentation for the service desk, including processes, procedures, and workflows.

Recommends appropriate technology solutions and strategic business objectives.

Determines training needs for staff and implements professional development programs.

Other duties as assigned.

COMPETENCIES/QUALIFICATIONS
The applicant should demonstrate knowledge of service desk operations management and supervisory techniques; IT trends and current and emerging technologies; Information Technology Infrastructure Library (ITIL) best practices, hardware and software technical specifications; imaging software and techniques; incident reporting software; IT development standards; networking and applications; troubleshooting techniques; training and documentation.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The following functions are representative, but not all-inclusive of the work environment and physical demands an employee may expect to encounter in performing tasks assigned to this job. Work is performed in an office or court setting. A valid driver's license and travel may be required. The assigned work schedule may include nights, weekends, holidays, and overtime. The employee must regularly interact positively with co-workers, clients, the public, and judges and justices.

This job description is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions performed

BENEFITS

Medical/Dental/Vision/Rx, Short, and Long Term Disability Insurance Programs, employee assistance program (EAP) [http://www.mybenefitsnm.com/]

State paid life insurance, supplemental and dependent life insurance

Optional flexible spending accounts for medical, day-care, and travel expenses

Paid Vacation, Sick and Personal Leave, up to eight (8) weeks

Ten (10) paid holidays

Up to twelve (12) weeks of paid parental leave

Deferred Compensation 457(b) plan

Lifetime Defined Benefits Retirement Plan [http://www.nmpera.org/]

Flexible work schedules and alternative work locations*

Free health care, Rx, and lab work at the facility (Stay Well Health Center) in Santa Fe, NM

Bilingual compensation*

Training and career development opportunities

Higher education opportunities and educational leave

May qualify for the Public Service Loan Forgiveness Program (PSLF)

May receive overtime holiday or shift differential pay*

May receive physical fitness leave*

*These benefits vary by job classification or need*

QUALIFICATIONS

• Education: Bachelors’ degree in business administration or management, project management, computer science, IT related engineering or other related field.

• Education Substitution: Four (4) years relevant experience, and/or a combination of relevant experience and technical education will substitute for education on a year for year basis.

• Experience: Four (4) years of general IT experience of which two (2) years must be technical experience including but not limited to technical project management, systems analysis and application development; • two (2) years supervision.

• Experience Substitution: Additional relevant education at the Master’s Degree level may substitute for experience at a rate of 30 semester hours equals one (1) year of experience. Education may not be substituted for the specific experience required.

Other: Must possess and maintain an Information Technology Infrastructure Library (ITIL) certification or obtain certification within six (6) months of hire.

• Supervisory Substitution: Leadworker duties may be considered on a prorated basis for supervisory experience at a rate of one (1) year of performing leadworker duties equals six (6) months of supervisory experience. Assigned leadworker duties include but are not limited to: Train, mentor, and develop employees; direct, plan, schedule, assign, and review the work of others; develop or assist in the development of employee performance plans and appraisals; and address concerns and troubleshoot problems. An additional two (2) years of directly related experience may substitute for the supervisory experience provided the incumbent attends the NMJB Supervisory Mentorship Program Training at their earliest opportunity.

TO APPLY: Submit a New Mexico Judicial Branch Application for Employment, or a Resume and a Resume Supplemental form, and proof of education to:

Administrative Office of the Courts

Attn: AOC Human Resources Division

202 E. Marcy Street

Santa Fe, New Mexico 87501

Fax: (505)497-2641

Email: jobs@nmcourts.gov

PROOF OF EDUCATION IS REQUIRED

Applications can be emailed, faxed, or mailed

EQUAL OPPORTUNITY EMPLOYER