IT Helpdesk Team Lead

Job Details

Job Location

Main Campus - Las Vegas NM - Las Vegas , NM

Position Type

Full Time

Education Level

2 Year Degree

Salary Range

$27.88 - $32.69 Hourly

Travel Percentage

None

Job Category

Staff

Description

Under the general direction of theITSDirector, The IT Helpdesk Team Lead position plays a pivotal role in ensuring the smooth and efficient operation of theNMHULas Vegas,NMHUIT Help Desk. As the primary point of contact for IT support services, this position is responsible for overseeing daily Help Desk activities, managing task prioritization, and fostering a customer-centric environment for students, faculty, and staff.

This role combines technical oversight with leadership responsibilities, including supervising a team of employees and student employees, maintaining service schedules, and ensuring adherence to IT service management processes through platforms like Brightspace. The IT Helpdesk Team Lead also acts as a subject matter expert for Level 1 and Level 2 support, guiding the team in incident resolution, request fulfillment, and knowledge management.

With a strong emphasis on communication, professionalism, and continuous improvement, the IT Helpdesk Team Lead is instrumental in shaping the user experience and operational excellence of IT services across the institution.

Duties and Responsibilities :

• Manage and lead a team of IT helpdesk technicians, providing guidance, coaching, and support to ensure high performance and productivity.
• Develop and implement onboarding and offboarding processes, ensuring smooth transitions for new hires and departures, including provisioning and deprovisioning of accounts, hardware, and software.
• Oversee access management processes, including user account creation, permissions management, and access reviews, to ensure compliance with security policies and regulatory requirements.
• Monitor network services and infrastructure, proactively identifying and resolving issues to minimize downtime and optimize performance.
• Implement and maintain an asset management system, ensuring accurate tracking and inventory of IT assets, including hardware, software licenses, and peripherals.
• Prioritize and assign helpdesk tickets, ensuring timely resolution of technical issues and adherence to service level agreements (SLAs).
• Monitor helpdesk performance metrics, analyze trends, and implement strategies for continuous improvement.
• Act as a point of escalation for complex technical issues, providing hands-on support and guidance to resolve critical incidents.
• Collaborate with other IT teams and departments to facilitate cross-functional projects and initiatives.
• Identify training needs and opportunities for skill development within the helpdesk team, organizing training sessions and workshops as needed.
• Stay informed about industry best practices, emerging technologies, and trends in IT support to ensure the helpdesk remains up-to-date and efficient.
• Other duties as assigned

Qualifications

Minimum Job Requirements :

Associate degree in any field, and 4 years of experience providing technical customer support.

Preferred Qualifications :

Special Conditions for Eligibility :

Knowledge, Skills, and Abilities :

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Environment :