IT Help Desk Team Lead

New Mexico Highlands UniversityLas Vegas, NM Campus

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Position Details

Position Information - Position IT Help Desk Team Lead Full Time / Part Time Full Time Job Type Regular Position Summary Under the general direction of the ITS Director, The IT Helpdesk Team Lead position plays a pivotal role in ensuring the smooth and efficient operation of the NMHU Las Vegas, NMHU IT Help Desk. As the primary point of contact for IT support services, this position is responsible for overseeing daily Help Desk activities, managing task prioritization, and fostering a customer-centric environment for students, faculty, and staff.

This role combines technical oversight with leadership responsibilities, including supervising a team of employees and student employees, maintaining service schedules, and ensuring adherence to IT service management processes through platforms like Brightspace. The IT Helpdesk Team Lead also acts as a subject matter expert for Level 1 and Level 2 support, guiding the team in incident resolution, request fulfillment, and knowledge management.

With a strong emphasis on communication, professionalism, and continuous improvement, the IT Helpdesk Team Lead is instrumental in shaping the user experience and operational excellence of IT services across the institution.

Duties and Responsibilities

Manage and lead a team of IT helpdesk technicians, providing guidance, coaching, and support to ensure high performance and productivity.
Develop and implement onboarding and offboarding processes, ensuring smooth transitions for new hires and departures, including provisioning and deprovisioning of accounts, hardware, and software.
Oversee access management processes, including user account creation, permissions management, and access reviews, to ensure compliance with security policies and regulatory requirements.
Monitor network services and infrastructure, proactively identifying and resolving issues to minimize downtime and optimize performance.
Implement and maintain an asset management system, ensuring accurate tracking and inventory of IT assets, including hardware, software licenses, and peripherals.
Prioritize and assign helpdesk tickets, ensuring timely resolution of technical issues and adherence to service level agreements (SLAs).
Monitor helpdesk performance metrics, analyze trends, and implement strategies for continuous improvement.
Act as a point of escalation for complex technical issues, providing hands-on support and guidance to resolve critical incidents.
Collaborate with other IT teams and departments to facilitate cross-functional projects and initiatives.
Identify training needs and opportunities for skill development within the helpdesk team, organizing training sessions and workshops as needed.
Stay informed about industry best practices, emerging technologies, and trends in IT support to ensure the helpdesk remains up-to-date and efficient.
Other duties as assigned

Minimum Job Requirements Associate degree in any field, and 4 years of experience providing technical customer support. Preferred Qualifications

Preferred bachelor’s degree in information technology, Computer Science, or a related field.

Proven experience (3 years) in a helpdesk management role, preferably in a fast-paced healthcare environment.

Strong technical background with expertise in troubleshooting hardware, software, and network issues.

Excellent leadership and communication skills, with the ability to motivate and inspire team members.

Solid understanding of ITIL framework and helpdesk best practices.

Experience with helpdesk ticketing systems OS, ServiceNow, Fresh service) and remote support tools.

Ability to work under pressure and handle multiple priorities effectively.

IT certifications ITIL, CompTIA A+, Microsoft Certified Professional) are a plus.

Must possess a valid Driver’s License.

Proficient in speaking, reading and writing the English language.

Special Conditions for Eligibility

The work schedule for the Help Desk Lead Technician is typically Monday-Friday 8 : 00 AM-5 : 00 PM, however, schedule shifts to include weekends and evenings may be required during peak times, and times where coverage is needed in other areas of the department.

Specialty licensure / certification may be required, as specified by the department. Successful candidate may be subject to a criminal background check. Knowledge, Skills, and Abilities

Excellent communication skills.

Excellent customer service skills.

Demonstrated ability to provide leadership and guidance.

Demonstrated ability to be proactive.

Demonstrated ability supporting Windows and Mac OS.

Demonstrated ability supporting Office 365, Brightspace, and ZOOM.

Demonstrated ability troubleshooting common computer problems. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Moderate physical effort. While performing he duties of this job, the employee is regularly required to stand, walk, sit, use hands to manipulate, handle, or feel objects, tools, or controls, reach with hands and arms, and talk or hear. May require occasional lifting, handling, pushing, or moving objects up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, depth-perception, and the ability to adjust focus. Working Environment

Work is performed in an office / classroom setting. Pay Rate Work Location / Campus Center Las Vegas, NM Campus EEO Statement New Mexico Highlands University is an affirmative action, equal opportunity employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class. We are committed to the University values of diversity, accessibility, excellence, and responsiveness.

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It Help Desk • Las Vegas, NM Campus