IT End User Support Supervisor

Salary

$29.66 - $47.46 Hourly

$61,700 - $98,720 Annually

This position is a Pay Band ID

Posting Details

Interviews are anticipated within two weeks of closing date.

Why Does the Job Exist?

The DOH IT End User Support Supervisor oversees the IT Service Desk's daily operations, ensuring effective technical support for approximately 3,500 DOH employees and over 6,000 external customers, including medical professionals, clinics, and partner organizations. This role supports critical DOH programs such as Public Health, Vital Records, WIC, the Scientific Labs Division, the Epidemiology and Response Division, and state-operated medical facilities. The supervisor ensures that IT systems serving essential public health programs function smoothly, benefiting New Mexico residents.

How Does It Get Done?

Service Desk Oversight:

• Supervise IT Service Desk staff, approve timesheets, mentor team members, and monitor service delivery.
• Review, assign, resolve, and escalate service requests and incidents.
• Provide performance feedback and share customer satisfaction survey results.

Technical Support:

• Use IT Service Management Platforms to support users via phone, messaging, self-service portals, and remote troubleshooting tools.
• Ensure incidents are prioritized based on impact and severity, investigating causes, evaluating solutions, and implementing resolutions.
• Participate in emergency responses, coordinating with critical staff and event responders.

Knowledge Management:

• Create, review, and approve knowledge base articles for use by technical and non-technical staff.
• Collaborate with the IT Customer Service Manager to generate reports and improve Service Desk procedures.

Team Leadership:

• Participate in IT management meetings to help shape the Service Desk’s strategic direction.
• Lead technical projects, including hardware and software evaluations.

Who Are the Customers?

The position supports all Department of Health employees and external customers, including hospitals, insurance companies, and academic institutions.

Ideal Candidate

• Experience troubleshooting and resolving Microsoft Windows workplace issues.
• Skilled in creating and editing knowledge base articles.
• Self-motivated, autonomous, and capable of multi-tasking in a high-pressure environment.
• Experienced in IT Service Management Platforms and leading teams.
• Strong communication skills and the ability to mentor staff effectively.

Minimum Qualifications

Education and Experience:

• Associate's degree in computer science, MIS, IT, or a related field, plus two years of technical support experience.
• Alternatively, a combination of four years of related education and experience.
• Bachelor’s degree in a relevant field may substitute for experience.

Employment Requirements

• Valid Driver’s License.
• Defensive Driving Course Certification within six months of hire.

Working Conditions

• Based in the Harold J. Runnels building, Santa Fe.
• Requires long periods of desk work, computer use, and customer interaction, which can be physically demanding and stressful.
• Balancing multiple high-priority tasks may require sustained energy and focus.
• Provides support and mentorship to team members, requiring patience and professionalism.

Supplemental Information

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Agency Contact Information: Brad Remphrey (505) 819-8860.

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.