Supervisor, IT Support-SHARE; DFA​/FCD

Why does the job exist?

This position exists to supervise the SHARE IT Support team responsible for providing functional and technical support for the State of New Mexico's SHARE ERP system. The Supervisor oversees daily Help Desk operations, incident and service request resolution, data correction activities, and user support to ensure the integrity and accuracy of statewide financial and human resource data. The position manages staff performance and workload, coordinates with business, technical, and vendor teams, and ensures the availability, reliability, and continuous improvement of the SHARE application and support services for executive branch state agencies.

Supervises and provides leadership to the SHARE IT Support and Help Desk team, ensuring timely, accurate, and customer‑focused support for executive branch agencies. Oversees the intake, prioritization, assignment, and resolution of incidents, service requests, and production support issues within established service‑level expectations. Manages data correction activities to ensure the accuracy, integrity, and consistency of financial and human resource data within the SHARE ERP system.

Coordinates functional support for People Soft Financials, Human Capital Management (HCM), and Enterprise Learning Management (ELM), working closely with business and technical teams to resolve issues. Develops and maintains support procedures, knowledge‑base articles, and standard operating procedures to improve service delivery and operational efficiency. Monitors Help Desk performance, workload, and service metrics, identifying trends and implementing process improvements to enhance customer support.

Collaborates with business stakeholders, executive agencies, vendors, and technical staff to support system enhancements, upgrades, testing, and implementations. Ensures compliance with State policies, security standards, and established business processes while maintaining the integrity of the SHARE application. Coaches, mentors, and evaluates staff performance, fostering professional development and a culture of continuous improvement. Provides leadership during system incidents and production issues, ensuring timely communication, escalation, and resolution to minimize operational impacts.

The work performed by this position supports executive branch state agencies that utilize the SHARE People Soft Financials system. The position partners with agency finance and program staff to ensure business processes, system functionality, reporting, and financial operations are effectively supported and aligned with statewide business requirements.

The ideal candidate is a collaborative and customer-focused leader with strong supervisory, communication, and problem-solving skills. They have the ability to lead a Help Desk and IT support team, prioritize competing workloads, and ensure the timely resolution of incidents, service requests, and data correction activities. The candidate should possess strong analytical abilities, excellent customer service skills, and experience working with enterprise ERP applications and business processes.

They are organized, adaptable, and committed to continuous process improvement while building effective relationships with executive agencies, business partners, technical teams, and vendors. The ideal candidate demonstrates sound judgment, accountability, and the ability to mentor staff while delivering high-quality support services in a fast-paced environment.

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.

State issued  Driver's License.

Pre-employment criminal background check is required, and employment offer will not be extended prior to results.

This position is based in the SHARE office located at 407 Bataan Memorial Building, Santa Fe, New Mexico, and requires full-time, in-person attendance. Work is performed in a standard office environment and involves extensive use of a visual display terminal (VDT), personal computer, telephone, and other office equipment. The position requires prolonged periods of sitting, frequent interaction with customers and staff, and occasional participation in meetings and training sessions.

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

This position is not covered by a collective bargaining agreement.