IT Support Supervisor

State of New Mexico offers an IT leadership role supporting essential public safety operations from DPS headquarters in Santa Fe. As the Tier 1 Service Desk leader, you’ll help keep a statewide, 24/7/365 IT service running for law enforcement, dispatch, courts, and detention centers, with a structured ITIL-aligned workflow and clear service standards.

What you’ll do

Lead the Tier 1 Service Desk at DPS in Santa Fe, overseeing ticket monitoring, triage, and execution of Level 1 IT services as needed to support an essential 24/7 environment.

• Monitor and triage incoming tickets using a modern, ITIL-aligned ITSM platform.
• Ensure the IT Service Desk meets all SLA commitments.
• Collaborate with other DPS ITD supervisors to ensure tickets are handled appropriately and processed in a timely manner.
• Partner with the SMB Chief and the Tier 2 Support Manager on continual process improvement.
• Contribute to and manage knowledge base content to support consistent resolutions.
• Hire staff, provide mentoring and oversight, encourage professional development, and conduct performance evaluations.
• Run regular staff meetings that encourage active participation.
• Solicit and offer feedback up and down the chain as part of ongoing performance management.
• Provide guidance and assign tasks to staff.
• Plan work schedules, approve leave requests, and ensure the IT Service Desk is adequately staffed 24/7.
• Perform Level 1 IT Services as needed, including potentially being on call.

Who you’ll support

The DPS Service Management Bureau (SMB) delivers critical public safety support across the state. SMB operates the 24/7/365 IT service desk used by DPS/NMSP personnel and more than 12,000 public safety professionals throughout New Mexico, including local, state, and tribal law enforcement officers, dispatchers, courts, and detention centers.

Requirements

• Associate’s Degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering, or similar technical degree.
• Two (2) years of experience providing technical support to end-users for computer hardware, software, and/or network related problems.
• Any combination of education (from an accredited college/university in a related field) and/or direct experience totaling four (4) years may substitute for the required education and experience.
• Employment is subject to a pre-employment background investigation and fingerprinting in accordance with federal and state law; 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).
• Must possess and maintain a valid driver’s license.
• Must possess and maintain a current Defensive Driving Certificate from the State of New Mexico, or pass and receive the certificate within six (6) months of the hire date.

Working conditions

• In-office role with exposure to visual/video display terminals and extensive computer and telephone use, including extended periods of sitting.
• May require overtime.
• May require on-call duty shifts as part of essential 24/7 operations.
• Must be able to lift 35 lbs.

Technologies

• ITIL
• ITSM

Location: Santa Fe, NM (onsite) • Compensation: USD 33 - 49 per hour • Experience: 2 years minimum