IT End User Support Manager

Salary $38.
06 - $60.
89 Hourly $79,158 - $126,653 Annually This position is a Pay Band IF Posting Details THIS POSTING WILL BE USED FOR ON-GOING RECRUITMENT AND WILL REMAIN OPEN UNTIL FILLED.
Why does the job exist? The New Mexico Department of Public Safety (DPS) Information Technology Division (ITD) and the New Mexico State Police (NMSP) are looking for a mission-oriented individual as an IT End User Support Manager.
This position is a member of the IT Service Management Bureau and reports directly to the IT Service Management Bureau Chief.
ITD is dedicated to the agency's mission of keeping New Mexico's public and law enforcement officers safe.
This mission is a huge responsibility, but also a source of significant pride and job satisfaction.
DPS ITD provides the time, resources and encouragement for its staff to participate in ongoing training and mentorship.
We are looking for employees who want to grow their skills, develop as individuals, be reliable teammates and enjoy challenging work assignments.
The significant number of our employees who have promoted into higher positions is evidence of our success.
ITD enjoys a close working relationship with the NMSP, law enforcement agencies across New Mexico and our federal partners such as the FBI.
ITD and its employees are valued by DPS Leadership as an essential part of the public safety services in New Mexico.
If you become a member of the DPS ITD family, you will quickly become integrated into the law enforcement community statewide.
This is a newly re-classified position in a growing, forward-thinking IT team that is dedicated to executing a comprehensive plan to modernize the technology used by law enforcement throughout the state of New Mexico, taking the NMSP to the top tier of technologically advanced law enforcement agencies in the USA.
The IT Service Management Bureau has two support tiers: Tier 1 is the IT Service Desk, located in Santa Fe, and the first point of contact for our customers.
Tier 1 handles triage, remote support, and user account administration.
Tier 2 is Regional IT Support, with staff strategically located across New Mexico responsible for hardware deployment and maintenance, asset tracking, fleet build-outs, systems admin, specialist services, and escalations from Tier 1.
Regional IT Support staff collaborate with other ITD bureaus (Applications, Network/Server, Security) to respond to complex issues, or issues requiring a physical presence.
The IT End User Support Manager will be responsible for the Tier 2 Regional IT Support team that provides statewide end-user support for State Police officers and civilian staff including DPS program staff, leadership personnel, as well as systems used by law enforcement agencies across New Mexico.
The IT End User Support Manager and their team, working closely with the Applications Bureau, will be responsible for maintaining and improving the tools used by the Service Management Bureau, including call center, ticketing, knowledge base, remote assist, asset management, and device management systems.
The IT End User Support Manager will report to the IT Service Management Bureau Chief and will be a critical member of the IT Service Management team, contributing to key decisions, supporting the team, and ensuring top notch customer service is provided at all times.
The IT Service Management Bureau provides 24/365 service, and the IT End User Support Manager will work with the IT End User Support Supervisor to ensure all shifts are adequately covered.
The DPS IT Division (ITD) is dedicated to the agency's mission of keeping New Mexico's public and law enforcement officers safe.
ITD enjoys a close working relationship with the New Mexico State Police, DPS programs, ASD and DPS Leadership.
With the full support of agency leadership, ITD has added several new positions over the last 2 years and has received over 30 million dollars in special appropriations from the Legislature.
Our operations have a direct impact on the success and safety of all law enforcement officers in the state.
While this mission is a huge responsibility, it is also a source of significant pride and job satisfaction.
We are looking for dynamic team players who are excited to proudly serve the public in this most critical mission.
The leadership of ITD is committed to helping everyone on our team grow professionally through training, mentorship, and challenging work assignments.
This position is integral in enhancing and supporting one of the most complex organizations in the State of New Mexico.
DPS consists of over 50 physical offices including the DPS headquarters, the NM Law Enforcement Academy, three forensic labs, three 911 communications / dispatch centers, 12 NMSP district offices, and a significant number of permanent and transitory sub-stations in key locations throughout state including the Governor's Mansion.
In addition to the physical locations, the organization consists of 650 NMSP patrol units, 1 helicopter and several mobile command centers connected real-time to the DPS network.
The DPS network is accessed 24 hours per day 7 days per week by DPS civilian staff, NMSP, and all federal, state and local law enforcement agencies to receive mission critical Criminal Justice Information Services (CJIS).
All positions within ITD are considered essential to the operations of DPS and statewide law enforcement.
If you are up to the challenge, and want an opportunity to grow in a supportive, fulfilling environment where your work impacts the safety of New Mexicans, please apply.
How does it get done? - Monitor the Regional IT Support ticket queue using a modern, ITIL-aligned ITSM platform.
- Ensure the Regional IT Support (Tier 2) team meets all SLA commitments.
- Ensure IT assets are tracked in the ITAM platform.
- Work collaboratively with the IT End User Support Supervisor and other DPS ITD supervisors to ensure all IT requests are handled appropriately and processed in a timely manner.
- Work with the SMB Chief on continual process and service improvement.
- Systems administration of the tools used by SMB (ITSM, ITAM, CM, MDM etc).
- Contribute, review, and manage knowledge base content.
- Hire staff, provide mentoring and oversight, encourage professional development, and conduct performance evaluations.
- Regularly travel to meet staff and customers based around the state.
- Conduct regular staff meetings, encouraging the active participation of all team members.
- Routinely solicit and offer feedback up and down the chain.
- Provide guidance and assign tasks to staff.
- Plan work schedules, approve leave requests and ensure that in-person IT support is available statewide during regular business hours.
Work with the IT End User Support Supervisor on planning on-call service schedules.
- Perform Tier 2 IT Services as needed, including potentially being on-call.
- Work with ITD leadership to motivate, encourage, and support ITD staff.
- Build relationships with vendors.
Who are the customers? This position supports all of DPS including NM State Police, NM Law Enforcement Academy, NM Law Enforcement Records Bureau, NM Forensic Laboratory, DPS Administrative Services Division and the Office of the Secretary.
Ideal Candidate - Experience managing employees in an IT service environment.
- Experience providing high quality IT support in an enterprise environment.
- Excellent communication (both written and verbal) and interpersonal skills.
- Knowledge of IT service management best practices, protocols and standards.
- Experience documenting business processes.
Minimum Qualification Bachelor's degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering or similar technical degree and four (4) 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.
At least two (2) years of leading/supervising an end user support team.
Substitution Table These combinations of education and experience qualify you for the position: Education Experience Education Experience 1 High School Diploma or Equivalent AND 8 years of experience OR High School Diploma or Equivalent AND 8 years of experience 2 Associate's degree in the field(s) specified in the minimum qualification AND 6 years of experience Associate's degree or higher in any field AND 8 years of experience 3 Bachelor's degree in the field(s) specified in the minimum qualification AND 4 years of experience 4 Master's degree in the field(s) specified in the minimum qualification AND 2 years of experience 5 PhD degree 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 Employment is subject to a pre-employment background investigation and fingerprinting in accordance with all terms and conditions of federal and state law, rules and regulations; and is conditional pending results.
Continued employment is contingent upon remaining felony free, per Section 5.
12.
1.
1 of the Criminal Justice Information Systems Security Policy.
In addition, the selected candidate must possess and maintain a valid driver's license and a current Defensive Driving Certificate from the State of New Mexico; or pass and receive the Defensive Driving Certificate within six (6) months of date of hire.
The selected candidate will work with highly confidential and high-volume data flow must have the ability to complete assignments with a high level of accuracy within strict time constraints as well as, handle multiple tasks and request from several people at once.
Working Conditions Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and phone usage.
Supplemental Information Benefits: Do you know what Total Compensation is? Click here Agency Contact Information: Matt Zwagger, telephone 505-204-9351 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.