IT End User Support - Supervisor (HCA/ITD #7273)

$29.66 - $47.46 Hourly

$61,700 - $98,720 Annually

This position is a Pay Band ID

Posting Details

This posting will be used for ongoing recruitment and may close at any time. Applicant Lists may be screened more than once.

This job posting may be used to fill multiple vacancies.

The New Mexico Health Care Authority (HCA) is a state agency that provides comprehensive, accessible, and high-quality health care services to New Mexico residents. The agency is responsible for managing key services such as Medicaid, SNAP, TANF, and LIHEAP, ensuring uninterrupted support and care for New Mexicans.

Our Vision

• Every New Mexican has access to affordable health care coverage through a coordinated and seamless health care system.

Our Mission

• We ensure that New Mexicans attain their highest level of health by providing whole-person, cost-effective, accessible, and high-quality health care and safety-net services.

Our Goals

• Leverage purchasing power and partnerships to create innovative policies and models of comprehensive health care coverage that improve the health and well-being of New Mexicans and the workforce.
• Achieve health equity by addressing poverty, discrimination, and lack of resources, building a New Mexico where everyone thrives.
• Implement innovative technology and data-driven decision-making to provide unparalleled, convenient access to services and information.
• Build the best team in state government by supporting employees' continuous growth and wellness.

Why does the job exist?

The IT End User Support - Supervisor exists to ensure the efficient and effective delivery of IT support services to over 4000 end users within the New Mexico Health Care Authority (HCA). This role encompasses managing a diverse portfolio of software and hardware products, overseeing user support training, and serving as the final point of escalation for technical issues.

The IT End User Support - Supervisor will:

• Maintain the seamless operation of IT systems and ensure health care services and administrative functions remain uninterrupted;
• Ensure an outstanding level of customer service by developing and implementing systems for user support, maintaining security standards, staying current with evolving technologies, supervising and mentoring Help Desk staff, and cultivating a proactive and responsive support environment.

How does it get done?

The IT End User Support Supervisor is responsible for:

• Leading and managing a team of full-time end user support technicians and overseeing contracted staff;
• Monitoring the help desk queue and triage incoming incidents/requests;
• Providing direct training to staff on HCA-specific environments and technologies;
• Ensuring efficient delivery of IT support services to more than 4000 end users within the Health Care Authority;
• Implementing workflow improvements to streamline processes and enhance efficiency while developing and implementing scalable support strategies to meet the growing needs of the agency;
• Serving as the Subject Matter Expert (SME) on help desk tools;
• Prioritizing staffing needs and optimizing the recruitment process.

Who are the customers?

• Health Care Authority employees and contractors.

Ideal Candidate

The ideal candidate has:

• Proficiency in automating processes within Cherwell and updating/maintaining ticketing systems;
• Experience providing guidance and resolving complex technical issues;
• Help Desk experience;
• Supervisory experience;
• Strong leadership skills;
• Experience providing training to staff on specific environments and technologies.

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. Substitutions Apply. See Substitution Table below.

Substitution Table

These combinations of education and experience qualify you for the position:
Education Experience Education Experience 1 High School Diploma or Equivalent AND 4 years of experience OR High School Diploma or Equivalent AND 4 years of experience 2 Associate's degree in the field(s) specified in the minimum qualification AND 2 years of experience Associate's degree or higher in any field AND 4 years of experience 3 Bachelor's degree or higher in the field(s) specified in the minimum qualification AND 0 years of experience
• Education and years of experience must be related to the purpose of the position.

• If Minimum Qualification requires a specific number of "semester hours" in a field (e.g. 6 semester hours in Accounting), applicants MUST have those semester hours in order to meet the minimum qualifications. No substitutions apply for semester hours.

Employment Requirements

Must possess and maintain a valid Driver's License.

Must obtain a Defensive Driving Certificate.

Working Conditions

Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage. Some bending, standing, and lifting up to 35 pounds. In state travel is required.

Supplemental Information

Benefits:

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Agency Contact Information: Alex Rodriguez, (505) 538-5184. 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.