Help Desk Lead

NMSU; Las Cruces (NM); On-site; USD 44,000 - 55,000; Full time

Job summary

New Mexico State University is seeking a Help Desk Lead to supervise the IT Help Desk operations and support the NMSU community. You will manage student staff, ensure timely resolutions, and maintain user accounts and access services.

The role emphasizes knowledge management and customer-focused IT support. The position requires an Associate's Degree with 2 years of relevant experience or a Bachelor's degree, and authorization to work in the United States without sponsorship now and in the

Qualifications

• Associate's Degree + 2 years of relevant experience or a Bachelor's degree.
• Must be authorized to work in the United States without sponsorship now and in the future.

Responsibilities

• Oversee day-to-day operation of the university Help Desk and provide first-line technical support.
• Supervise and schedule student employees and ensure timely resolution of requests.
• Administer user accounts, access services, and manage myNMSU account creation.
• Contribute to knowledge management and maintain a current knowledge base.
• Lead projects and ensure excellent customer service through follow-up and surveys.

Skills

Customer service

Education

Associate's Degree + 2 years experience

Bachelor's degree

Job description

Department Contact:Lizely Madrigal, 575-646-6498, [e-mail]

Internal or External Search:Internal - Open to Regular NMSU employees only (temporary/Term employees not eligible)

Advertising Summary:Join our team as a Help Desk Supervisor and play a vital role in supporting technology services across the NMSU community. This position leads Help Desk operations, supervises student employees, manages account and access services, maintains knowledge resources, and helps deliver responsive, customer-focus IT support.
***Must be authorized to work in the United States. Visa sponsorship is not available for this position. Individuals who have completed college or university course work at an institution in a country other than the United States must obtain a complete evaluation of foreign transcripts, degrees, and the translation of other relevant employment documents prior to being offered employment at New Mexico State University. A foreign transcript evaluation is required any time foreign course work is used to meet an employment related credential requirement. An evaluation is required even if the foreign course work has been accepted by a college or university in the United States.***

Position Details

PositionTitle: Help Desk Lead

College/Division: Information Technology

Department: 450285-IT TECHNOLOGY SUPPORT CENTER

Location: Las Cruces

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: This is a on-site position

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.

Special Certification/Licensure: Must be authorized to work in the United States without company sponsorship now AND in the future.
Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying

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.