Supervisor, IT Support (CYFD/ITD #25726)

Onsite$68,890 - $103,334/yrPosted 2 weeks ago

Job details

Location
Santa Fe, New Mexico
Work type
Onsite
Compensation
$68,890 - $103,334/yr
Posted
2 weeks ago
Apply on
careers.share.nm.gov

About this role

Salary

 

$33.12 - $49.68 Hourly

$68,886 - $103,330 Annually

This position is a Pay Band C9

Posting Details

 
At the New Mexico Children, Youth and Families Department (CYFD), every role is an opportunity to make a lasting difference in the lives of children, youth, and families across our state. We are committed to building a compassionate, skilled, and dedicated workforce that works collaboratively to ensure safety, promote well-being, and strengthen families. Whether you are in the field supporting families face-to-face, working behind the scenes to improve systems, or helping to shape the agency from a leadership level, your work here has purpose and long-lasting impact. Join a team that values integrity, resilience, and service and be part of meaningful change for New Mexico's future.

THIS POSTING MAY BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME. APPLICANTS LISTS MAY BE SCREENED MORE THAN ONCE.

*APPLICATIONS SUBMITTED WITHOUT WORK EXPERIENCE OR A RESUME WILL NOT BE CONSIDERED. IF ATTACHING A RESUME, RESUME MUST INCLUDE DATES OF EMPLOYMENT FOR EACH JOB (MONTH & YEAR) AND DETAILS OF WORK EXPERIENCE/JOB DUTIES*

Why does the job exist?

 
The IT Support Supervisor, based in Santa Fe, oversees CYFD¿s statewide End User Support operations, including field support and telephone/cellular services. The role supervises IT staff, manages device and inventory operations, leads mobile and endpoint administration, and serves as the technical expert for desktop, network, and telecommunications support. This position ensures efficient issue resolution, conducts site visits, supports daily technical needs, and maintains all end user IT assets, including mobile devices.

How does it get done?

 
  • Responsible for supervision of the provision of end user support including a portfolio of software and hardware products.
  • Oversees end user support training.
  • Often serve as final point of escalation in response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate IT staff or vendors.
  • Develop or assist management in the development of systems for all End User Support functions.
  • Diagnose and resolve complex problems; respond to escalated problems from Tier 2 and 3; provide remote problem resolution when possible, dispatch problems to associated groups throughout the unit supported.
  • Documents, tracks and monitors the problem to facilitate a timely resolution. Update global knowledge database for problem resolution.
  • Ensure practice of department security standards.
  • Apply diagnostic techniques for problem troubleshooting.
  • Provide technical guidance and advanced training; supervises lower level staff.
  • Keep current of industry standards, evolving technologies and methodologies.
  • Assist in the evaluation and selection of operating systems, applications and peripherals.
  • Apply leadership and supervisory skills including conflict resolution.
  • Assign, track and ensure completion of trouble tickets and escalations, as needed.
    •

    Ideal Candidate

     
    The ideal candidate for this position should have the recommended education, strong leadership qualities, and technical experience. Experience with mobile and endpoint administration systems, cloud platforms, and telephone/cellular systems and services. They will have experience in implementing Information Technology Service Management (ITSM) using the Information Technology Infrastructure Library (ITIL) framework. They will have experience in supporting remote end-user support staff and evaluating their performance. The ideal candidate will have a broad knowledge of technologies and policies to develop process improvements. Demonstrated ability to manage complex workloads, coordinate field staff across multiple regions, and maintain high standards for service management, asset administration, and problem resolution.

    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 as a condition of continued employment. Pre-employment background investigation is required and is conditional pending results.

    Working Conditions

     
    Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT); requires sitting in front of VDT for extended periods of time; work in cramped spaces and positions; close exposure to CRT's, VDT's and UV rays. Requires the ability to reach above the head; lift up to 50 pounds. Requires the use of manual dexterity while operating a computer keyboard. Travel is required.

    Supplemental Information

     

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    Agency Contact Information: Raquel Whitebird, (505) 549-5648. 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.
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    About New Mexico Children, Youth and Families Department

    New Mexico Children, Youth and Families Department
    Santa Fe, New Mexico
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