Supervisor, IT Support (CYFD/ITD #25717)

The Children, Youth and Families Department is focused on improving the quality of life for our children through proven frameworks, innovative technologies, and talented staff. The Information Technology Division (ITD) supports the core efforts of CYFD by serving end users with timely, effective resolution of hardware and software issues by fielding telephone calls, tickets, and email communication. ITD diagnoses problems and performs troubleshooting activities on a daily basis and designs for the future through continuous improvement projects., Accountable for supervision of a team who provide end-user computing support services. Serves as the technical expert in desktop and local area network support and analysis, ensuring resolution of all reported issues. This position is a working supervisor who supervises the Endpoint Management Support Team (EMS) that manages, MDM environment, administers MECM, Google, and provides technical support for endpoint devices for all CYFD users. This position will also serve as the technical expert in all endpoint support, automation, and analysis, ensuring the resolution of all reported issues. The incumbent will be responsible for configuration and support desktop, laptop, tablet computers, installation, and support of printers, scanners, copiers. The incumbent will provide installation and support of all agency software applications to include all Microsoft, Adobe, COTS, and custom applications using MECM, Intune, and other management solutions. Manage ticketing system. Assist in agency inventory process and equipment disposal process. Setup and support users to telework and continue to support agency users and other duties as assigned. Adheres to State and CYFD Policies and Procedures. How does it get done?

1. Responsible for supervision of the provision of end-user support including a portfolio of software and hardware products.

2. Oversees end-user support training.

3. Often serves as final point of escalation in response to requests for various hardware, software, peripheral, and networking technical assistance; escalates more complex problems to appropriate IT staff or vendors.

4. Devotes a substantial portion of time assigning and directly supervising work of at least two (2) permanent/full-time employees. Acts upon leave requests, conducts annual performance evaluations, and recommends disciplinary actions.

5. Conducts training of personnel; may interview and recommend a selection of applicants.

6. Provides career coaching through mentoring and arranges for outside training opportunities when possible.

7. Makes well-informed, effective, and timely decisions and perceives the impact and implications of those decisions.

8. Makes point of view in a clear and convincing manner.

9. Listens effectively and clarifies information as needed.

10. Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations.

11. Writes in a clear and concise manner.

Essential Duties and Responsibilities are intended to be cumulative for each progressively higher level of work. The omission of specific statements does not preclude management from assigning other duties which are reasonably within the scope of duties. Classification description subject to change. Please refer to SPO website (www.spo.state.nm.us) to ensure this represents the most current copy of the position. Minimum Qualification

Do you have a valid Driver’s License license?, Do you have experience in Desktop (troubleshooting support)?, Do you have a Associate’s degree?, 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. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling four (4) years may substitute for the required education and experience. Employment Requirements

Must possess a current and valid Driver’s License. Pre-employment background investigation is required and conditional pending results. Working Conditions

Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT); requires sitting in front of VDT for extended periods of time; work in cramped spaces and positions; close exposure to CRT’s, VDT’s and UV rays. Stress associated with working in a high ticket volume environment, being able to deal with the constant traffic of user problems and system breakdowns. Requires the ability to reach above the head; lift up to 50 pounds. Requires the use of manual dexterity while operating a computer keyboard. Travel may be required.

At the New Mexico Children, Youth and Families Department (CYFD), every role is an opportunity to make a lasting difference in the lives of children, youth, and families across our state. We are committed to building a compassionate, skilled, and dedicated workforce that works collaboratively to ensure safety, promote well-being, and strengthen families. Whether you are in the field supporting families face-to-face, working behind the scenes to improve systems, or helping to shape the agency from a leadership level, your work here has purpose and long-lasting impact. Join a team that values integrity, resilience, and service and be part of meaningful change for New Mexico’s future.