Supervisor, IT Support (CYFD/ITD #25726)

The IT Support Supervisor, based in Santa Fe, oversees CYFD¿s statewide End User Support operations, including field support and telephone/cellular services. The role supervises IT staff, manages device and inventory operations, leads mobile and endpoint administration, and serves as the technical expert for desktop, network, and telecommunications support. This position ensures efficient issue resolution, conducts site visits, supports daily technical needs, and maintains all end user IT assets, including mobile devices. How does it get done?

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

Oversees end user support training.

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

Develop or assist management in the development of systems for all End User Support functions.

Diagnose and resolve complex problems; respond to escalated problems from Tier 2 and 3; provide remote problem resolution when possible, dispatch problems to associated groups throughout the unit supported.

Documents, tracks and monitors the problem to facilitate a timely resolution. Update global knowledge database for problem resolution.

Ensure practice of department security standards.

Apply diagnostic techniques for problem troubleshooting.

Provide technical guidance and advanced training; supervises lower level staff.

Keep current of industry standards, evolving technologies and methodologies.

Assist in the evaluation and selection of operating systems, applications and peripherals.

Apply leadership and supervisory skills including conflict resolution.

Assign, track and ensure completion of trouble tickets and escalations, as needed. 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. 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 and maintain a valid Driver’s License. Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification as a condition of continued employment. Pre-employment background investigation is required and is 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. 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 is required. Supplemental Information

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.