Help Desk Supervisor

• 503157
• Las Cruces, New Mexico, United States
• Staff
• Staff Full-time
• Closing at: Feb 10 2026 - 23:55 MST
  
  

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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.

Recruitment Summary

We are New Mexico’s land-grant institution and a comprehensive research university dedicated to teaching, research public service and outreach at all levels. NMSU is a welcoming community of talented faculty, staff and students who are working together to make a difference. We are a NASA Space Grant College, a Hispanic-serving institution (HSI), a minority-serving institution (MSI) and home to the first Honors College in New Mexico. We offer an accessible education that shapes bright futures.

NMSU provides learning opportunities to a diverse population of students and community members at four campuses, Cooperative Extension offices located in each of New Mexico’s 33 counties, 12 research and science centers, and through distance education.

NMSU Global Campus

Since 1888, NMSU has proudly embodied this tradition, building relationships that last a lifetime while serving students who want to earn their degree and grow in their field. Today, NMSU Global Campus provides flexible, career-focused online education that helps our students transform their lives – and the lives of the people they love – through over 70 degree and certificate programs, skill-building microlearning courses, and career and talent development.

NMSU Main Campus

Located in Las Cruces, NM, New Mexico State University's 900-acre main campus is located at the crossroads of I-10 and I-25 in the Southwestern United States. As a thriving center of higher education, deeply rooted in the regional tradition, its role as a comprehensive university is recognized throughout the state.

Doña Ana Community College

Founded in 1973 in collaboration with local school districts to support occupational education, DACC is now a leading community college that provides transformative educational opportunities that meet the workforce needs of Doña Ana County. With a focus on access, innovation and excellence, DACC offers over ninety degrees and certificates, adult education, specialized workforce training, and small business assistance. 

Alamogordo Campus

Established in 1958 to serve the needs of the airmen and families stationed at Holloman Air Force Base located only 10 miles west of Alamogordo, NMSUA is a community college with a long history of excellence that is supported by a caring community of hard-working students and dedicated faculty and staff. The campus is situated “on the hill” above Alamogordo and provides inspiring views of the city and the Tularosa Basin, offering the perfect venue for creative and motivated learning.

Grants Campus

NMSU Grants was established as a branch of New Mexico State University in 1968 through the cooperative efforts of New Mexico State University and Grants Municipal Schools. As a two-year branch community college, NMSU Grants serves the local communities in Cibola and McKinley counties, including the Pueblos of Acoma, Laguna, and Zuni, as well as Tohajiilee, San Mateo, San Rafael, Cubero, the City of Grants, and the Village of Milan.

Special Instructions to Applicants

The electronic application is the *official* document that will be used to qualify applicants. Paper/email documents will not be accepted. Required documents must be attached to this application.

EEO Statement

New Mexico State University does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, marital status, disability, genetic information, age, military service, or other non-merit factor.