IT Support Manager; HCA/ITD
Job in
Santa Fe, Santa Fe County, New Mexico, 87503, USA
Listed on 2026-06-12
Listing for:
State of New Mexico
Full Time
position Listed on 2026-06-12
Job specializations:
-
IT/Tech
Systems Administrator, IT Support, HelpDesk/Support, IT Project Manager
Job Description & How to Apply Below
$39.11 - $62.58 Hourly
$81,349 - $130,159 Annually
This position is a Pay Band C11
Posting Details
Interviews are anticipated to be conducted within two weeks of closing date.
This posting may be used to fill multiple vacancies.
- Our Vision
- Every New Mexican has access to affordable health care coverage through a coordinated and seamless health care system.
- We ensure that New Mexicans attain their highest level of health by providing whole-person, cost-effective, accessible, and high-quality health care and safety-net services.
- Leverage purchasing power and partnerships to create innovative policies and models of comprehensive health care coverage that improve the health and well-being of New Mexicans and the workforce.
- Achieve health equity by addressing poverty, discrimination, and lack of resources, building a New Mexico where everyone thrives.
- Implement innovative technology and data-driven decision-making to provide unparalleled, convenient access to services and information.
- Build the best team in state government by supporting employees' continuous growth and wellness.
The Information Technologies (IT) Help Desk Manager provides strategic leadership for IT Service Management (ITSM) to ensure reliable, efficient, and customer-focused support across the organization. This role drives service excellence, sets operational standards, coordinates cross-functional support, and aligns help desk operations with organizational goals and technology initiatives.
- The IT Support Manager - Help Desk will:
- Provide strategic leadership for IT Service Management (ITSM);
- Ensure reliable, efficient, and customer-centered IT support operations;
- Support business continuity and maximizes workforce productivity;
- Establishes and enforces operational standards and best practices;
- Drive service quality and continuous improvement;
- Coordinate cross-functional support and issue resolution;
- Align help desk services with organizational priorities and technology strategies.
- Leading, mentoring, and developing help desk technicians and support staff;
- Monitoring service levels, response times, and overall customer satisfaction;
- Developing and enforcing IT support processes, procedures, and documentation;
- Coordinating incident management and ensuring timely resolution of technical issues;
- Managing on & off boarding activities, including device deployment and account setup;
- Collaborating with infrastructure, networking, security, and application teams to resolve complex issues;
- Tracking and reporting on help desk metrics, trends, and performance indicators;
- Using data analytics to drive strategic direction;
- Managing inventory of IT assets, equipment, and support tools;
- Assisting with budgeting, vendor coordination, and technology improvement initiatives;
- Ensuring compliance with organizational IT policies, standards, and security practices;
- Identifying opportunities for automation, process improvement, and enhanced user experience.
- Health Care Authority (HCA) and other state agencies.
- Demonstrates strong operational and people management capabilities;
- Drives service excellence across the organization capabilities;
- Leads support teams and guide high-quality service delivery capabilities;
- Oversees service delivery and ensure consistent performance;
- Manages priorities effectively in a fast-paced environment;
- Aligns help desk operations with broader organizational goals;
- Proactively identify needs and address issues;
- Is solution-oriented and outcome-focused;
- Builds collaborative relationships across technical teams, leadership, and end users;
- Fosters continuous improvement, accountability, and a customer-focused culture.
The IT Support Manager - Help Desk will be responsible for:
The Ideal Candidate :
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. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling eight (8) years may substitute for the required education and experience.
At least two (2) years of leading/supervising an end-user support team.
Employment Requirements
Must possess and maintain a valid Driver's License.
Must obtain a Defensive Driving Certificate.
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
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Agency Contact Information:
Theresa Romero, . 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.
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