Department Contact: Lizely Madrigal, 575-646-6498, lmadriga@nmsu.edu
Internal or External Search: External - Open to all applicants
Advertising Summary: The IT Help Desk Supervisor leads the heartbeat of campus technology support—driving fast, reliable, and user‑focused service at the university’s central IT hub. This role champions smooth operations by triaging and tracking support requests, guiding issues through clear workflows, and ensuring every user receives professional, consistent assistance. Overseeing and developing a team of student employees, the supervisor builds future tech talent through hands‑on training, coaching, and leadership. With a passion for exceptional customer service, they maintain essential documentation, strengthen the knowledge base, and collaborate across IT teams to keep services aligned with institutional goals. This is a mission‑critical position for someone who thrives on service excellence, operational precision, and empowering students while shaping a high‑performing, user‑centered IT experience.
Position Details
Position Title: Help Desk Supervisor
College/Division: Information Technology
Department: 450285-IT TECHNOLOGY SUPPORT CENTER
Location: Las Cruces
Offsite Location (if applicable):
Target Hourly/Salary Rate: 43,908.80 - 54,885.74
Appointment Full-time Equivalency: 1.0
FLSA Status: Exempt
Bargaining Unit Announcement: This is NOT a bargaining unit position with American Federation of State, County & Municipal Employees (AFSCME).
Contingent Upon Funding: Not Applicable
Standard Work Schedule: Standard (M-F, 8-5)
If Not a Standard Work Schedule:
Job Duties and Responsibilities: The IT Help Desk Supervisor oversees the day-to-day operations of the university Help Desk, providing first-line technical support and customer service to the NMSU community. This role supervises and schedules student employees (Computer Technical Assistants), ensures timely and accurate resolution of support requests, and maintains effective communication with customers and IT partners.
Responsibilities include administering user accounts and access services, supporting email distribution lists, resetting system passwords, managing myNMSU account creation. The role actively participates in and helps drive knowledge management practices, and ensuring the knowledge base remains current and accurate. The supervisor also leads and contributes to projects assigned by their direct supervisor or director and ensures excellent customer service through follow-up and survey techniques. Performs other duties as assigned.
Qualifications
Required Education and Experience:
Associate's Degree + 2 years of relevant experience or a Bachelor's degree.
Equivalent Qualifications:
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Preferred Qualifications:
Special Certification/Licensure:
ITIL Preferred
Working Conditions and Physical Effort
Environment: Work is normally performed indoors.
Physical Effort: Moderate physical activity.
Lifting Requirements: Requires heavy physical work; heavy lifting, pushing, or pulling required of objects up to 50 pounds.
Risk: No or very limited exposure to physical risk.