What are the responsibilities and job description for the IT End User Support Supervisor (DOH/ITSD #11211) position at State of New Mexico?
Posting Details
Interviews are anticipated within two weeks of closing date.
Why does the job exist?
The DOH IT End User Support Supervisor is responsible for supervising the day-to-day delivery of the IT Service Desk, which includes monitoring and reporting on service deliverables. This position oversees technical support to approximately 3,500 Department of Health (DOH) employees and over 6,000 external customers, including doctor's offices and clinics. This position will create and approve knowledge base articles for future reference by technical staff and non-technical customers. This position provides customer care and technical support to all DOH programs, including but not limited to: Public Health and Vital Records offices, the Women, Infants, and Children (WIC) Program, the Scientific Labs Division, the Epidemiology and Response Division, and State-operated medical facilities. Additionally, this position provides technical support to data collection staff from hospitals, insurance companies, and the University of New Mexico, and staff working at direct patient, long term, adolescent, and rehabilitation care centers. This position supports systems that serve the programs that NM residents are dependent upon.
How does it get done?
This position is a member of the DOH Service Management Bureau and is tasked with ensuring the resolution of professional service requests and technical incidents. Tasks include time approval, mentorship and supervision of the IT Service Desk staff, monitoring service delivery, reporting, and assisting staff with the escalation of incidents when applicable. Service Desk staff work within an IT Service Management Platform and provide support to customers via telephone, messaging, a self-service portal, and using remote tools to troubleshoot, analyze, diagnose, and resolve hardware and software incidents and service requests. This position is expected to supplement the activity of the Service Desk staff by accepting, assigning, resolving, and escalating tasks to team members as needed, and to work with the IT Customer Service Manager to generate reports. The supervisor will provide performance feedback to the Service Desk staff, including by reviewing and distributing customer satisfaction survey results to the team and ITSD leadership. This position may participate in technical projects including the evaluation of software and hardware systems, and emergency responses to specific events including coordination with critical staff and supporting event responders in a timely manner. This position is responsible for prioritizing multiple incidents based on customer impact and severity. Time management skills are required to perform actions in an optimized order and achieve a high success rate of task resolution. This position is responsible for supervising a team whose main tasks are investigating the cause of each incident, evaluating possible solutions, and selecting the appropriate course of resolution. The supervisor will work with the IT Customer Service Manager to develop and improve Service Desk procedures, and ensure that Service Desk staff are familiar with all procedures. As a member of the IT Management Team, this position will participate in management meetings and play a vital role in the direction of the Service Desk.
Who are the customers?
This position supports all of the Department of Health.
Ideal Candidate
This position supports all of the Department of Health.
Minimum Qualification
Associate's degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering, or similar technical degree and two (2) years of experience in providing technical support to end- users for computer hardware, software, and/or network related problems. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling four (4) years may substitute for the required education and experience.
Employment Requirements
Must possess and maintain a valid Driver's License. Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment.
Working Conditions
This position is based in the Harold J Runnels building in Santa Fe. Working at a desk for eight hours can be very physically
difficult work. Meeting customer demands in time-sensitive situations can cause stress and test the professionalism of the
individual. Managing multiple high-priority issues at once can require the individual to perform at a consistently high level of
energy for extended periods of time. This position occasionally requires long periods of visual acuity in front of a computer
screen, listening to input from customers via telephone while performing technical tasks on a computer, and repetitive typing
and computing tasks. This position requires the patience and tact required to provide support and mentorship to team members.
Supplemental Information
Do you know what Total Compensation is? Click here
Agency Contact Information: Brad Remphrey (505) 819-8860. Email
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.
Interviews are anticipated within two weeks of closing date.
Why does the job exist?
The DOH IT End User Support Supervisor is responsible for supervising the day-to-day delivery of the IT Service Desk, which includes monitoring and reporting on service deliverables. This position oversees technical support to approximately 3,500 Department of Health (DOH) employees and over 6,000 external customers, including doctor's offices and clinics. This position will create and approve knowledge base articles for future reference by technical staff and non-technical customers. This position provides customer care and technical support to all DOH programs, including but not limited to: Public Health and Vital Records offices, the Women, Infants, and Children (WIC) Program, the Scientific Labs Division, the Epidemiology and Response Division, and State-operated medical facilities. Additionally, this position provides technical support to data collection staff from hospitals, insurance companies, and the University of New Mexico, and staff working at direct patient, long term, adolescent, and rehabilitation care centers. This position supports systems that serve the programs that NM residents are dependent upon.
How does it get done?
This position is a member of the DOH Service Management Bureau and is tasked with ensuring the resolution of professional service requests and technical incidents. Tasks include time approval, mentorship and supervision of the IT Service Desk staff, monitoring service delivery, reporting, and assisting staff with the escalation of incidents when applicable. Service Desk staff work within an IT Service Management Platform and provide support to customers via telephone, messaging, a self-service portal, and using remote tools to troubleshoot, analyze, diagnose, and resolve hardware and software incidents and service requests. This position is expected to supplement the activity of the Service Desk staff by accepting, assigning, resolving, and escalating tasks to team members as needed, and to work with the IT Customer Service Manager to generate reports. The supervisor will provide performance feedback to the Service Desk staff, including by reviewing and distributing customer satisfaction survey results to the team and ITSD leadership. This position may participate in technical projects including the evaluation of software and hardware systems, and emergency responses to specific events including coordination with critical staff and supporting event responders in a timely manner. This position is responsible for prioritizing multiple incidents based on customer impact and severity. Time management skills are required to perform actions in an optimized order and achieve a high success rate of task resolution. This position is responsible for supervising a team whose main tasks are investigating the cause of each incident, evaluating possible solutions, and selecting the appropriate course of resolution. The supervisor will work with the IT Customer Service Manager to develop and improve Service Desk procedures, and ensure that Service Desk staff are familiar with all procedures. As a member of the IT Management Team, this position will participate in management meetings and play a vital role in the direction of the Service Desk.
Who are the customers?
This position supports all of the Department of Health.
Ideal Candidate
This position supports all of the Department of Health.
Minimum Qualification
Associate's degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering, or similar technical degree and two (2) years of experience in providing technical support to end- users for computer hardware, software, and/or network related problems. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling four (4) years may substitute for the required education and experience.
Employment Requirements
Must possess and maintain a valid Driver's License. Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment.
Working Conditions
This position is based in the Harold J Runnels building in Santa Fe. Working at a desk for eight hours can be very physically
difficult work. Meeting customer demands in time-sensitive situations can cause stress and test the professionalism of the
individual. Managing multiple high-priority issues at once can require the individual to perform at a consistently high level of
energy for extended periods of time. This position occasionally requires long periods of visual acuity in front of a computer
screen, listening to input from customers via telephone while performing technical tasks on a computer, and repetitive typing
and computing tasks. This position requires the patience and tact required to provide support and mentorship to team members.
Supplemental Information
Do you know what Total Compensation is? Click here
Agency Contact Information: Brad Remphrey (505) 819-8860. Email
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.
