What are the responsibilities and job description for the IT End User Support - Supervisor (HCA/ITD #7273) position at State of New Mexico?
Posting Details
This posting will be used for ongoing recruitment and may close at any time. Applicant Lists may be screened more than once.
This job posting may be used to fill multiple vacancies.
The New Mexico Health Care Authority (HCA) is a state agency that provides comprehensive, accessible, and high-quality health care services to New Mexico residents. The agency is responsible for managing key services such as Medicaid, SNAP, TANF, and LIHEAP, ensuring uninterrupted support and care for New Mexicans.
Our Vision
Every New Mexican has access to affordable health care coverage through a coordinated and seamless health care system.
Our Mission
We ensure that New Mexicans attain their highest level of health by providing whole-person, cost-effective, accessible, and high-quality health care and safety-net services.
Our Goals
Leverage purchasing power and partnerships to create innovative policies and models of comprehensive health care coverage that improve the health and well-being of New Mexicans and the workforce.
Achieve health equity by addressing poverty, discrimination, and lack of resources, building a New Mexico where everyone thrives.
Implement innovative technology and data-driven decision-making to provide unparalleled, convenient access to services and information.
Build the best team in state government by supporting employees' continuous growth and wellness.
Why does the job exist?
The IT End User Support - Supervisor exists to ensure the efficient and effective delivery of IT support services to over 4000 end users within the New Mexico Health Care Authority (HCA). This role encompasses managing a diverse portfolio of software and hardware products, overseeing user support training, and serving as the final point of escalation for technical issues.
The IT End User Support - Supervisor will:
Maintain the seamless operation of IT systems and ensure health care services and administrative functions remain uninterrupted;
Ensure an outstanding level of customer service by developing and implementing systems for user support, maintaining security standards, staying current with evolving technologies, supervising and mentoring Help Desk staff, and cultivating a proactive and responsive support environment.
How does it get done?
The IT End User Support Supervisor is responsible for:
Leading and managing a team of full-time end user support technicians and overseeing contracted staff;
Monitoring the help desk queue and triage incoming incidents/requests;
Providing direct training to staff on Health Care Authority (HCA) specific environments and technologies;
Ensuring efficient delivery of IT support services to more than 4000 end users within the Health Care Authority (HCA);
Implementing workflow improvements to streamline processes and enhance efficiency while developing and implementing scalable support strategies to meet the growing needs of the agency;
Serving as the Subject Matter Expert (SME) on help desk tools;
Prioritizing staffing needs and optimizing the recruitment process.
Who are the customers?
Health Care Authority (HCA) employees and contractors.
Ideal Candidate
Health Care Authority (HCA) employees and contractors.
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 obtain a Defensive Driving Certificate.
Working Conditions
Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage. Some bending, standing, and lifting up to 35 pounds. In state travel is required.
Supplemental Information
Benefits:
Do you know what Total Compensation is? Click here
Agency Contact Information: Alex Rodriguez, (505) 538-5184. 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.
This posting will be used for ongoing recruitment and may close at any time. Applicant Lists may be screened more than once.
This job posting may be used to fill multiple vacancies.
The New Mexico Health Care Authority (HCA) is a state agency that provides comprehensive, accessible, and high-quality health care services to New Mexico residents. The agency is responsible for managing key services such as Medicaid, SNAP, TANF, and LIHEAP, ensuring uninterrupted support and care for New Mexicans.
Our Vision
Every New Mexican has access to affordable health care coverage through a coordinated and seamless health care system.
Our Mission
We ensure that New Mexicans attain their highest level of health by providing whole-person, cost-effective, accessible, and high-quality health care and safety-net services.
Our Goals
Leverage purchasing power and partnerships to create innovative policies and models of comprehensive health care coverage that improve the health and well-being of New Mexicans and the workforce.
Achieve health equity by addressing poverty, discrimination, and lack of resources, building a New Mexico where everyone thrives.
Implement innovative technology and data-driven decision-making to provide unparalleled, convenient access to services and information.
Build the best team in state government by supporting employees' continuous growth and wellness.
Why does the job exist?
The IT End User Support - Supervisor exists to ensure the efficient and effective delivery of IT support services to over 4000 end users within the New Mexico Health Care Authority (HCA). This role encompasses managing a diverse portfolio of software and hardware products, overseeing user support training, and serving as the final point of escalation for technical issues.
The IT End User Support - Supervisor will:
Maintain the seamless operation of IT systems and ensure health care services and administrative functions remain uninterrupted;
Ensure an outstanding level of customer service by developing and implementing systems for user support, maintaining security standards, staying current with evolving technologies, supervising and mentoring Help Desk staff, and cultivating a proactive and responsive support environment.
How does it get done?
The IT End User Support Supervisor is responsible for:
Leading and managing a team of full-time end user support technicians and overseeing contracted staff;
Monitoring the help desk queue and triage incoming incidents/requests;
Providing direct training to staff on Health Care Authority (HCA) specific environments and technologies;
Ensuring efficient delivery of IT support services to more than 4000 end users within the Health Care Authority (HCA);
Implementing workflow improvements to streamline processes and enhance efficiency while developing and implementing scalable support strategies to meet the growing needs of the agency;
Serving as the Subject Matter Expert (SME) on help desk tools;
Prioritizing staffing needs and optimizing the recruitment process.
Who are the customers?
Health Care Authority (HCA) employees and contractors.
Ideal Candidate
Health Care Authority (HCA) employees and contractors.
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 obtain a Defensive Driving Certificate.
Working Conditions
Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage. Some bending, standing, and lifting up to 35 pounds. In state travel is required.
Supplemental Information
Benefits:
Do you know what Total Compensation is? Click here
Agency Contact Information: Alex Rodriguez, (505) 538-5184. 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.
