Position Title: Dir, Technology Support Services

Employee Classification: Dir,Enterprise IT

College/Division: Information Technology

Department: 450001-INFORMATION TECHNOLOGY

Internal or External Search: External - Open to all applicants

Location: Las Cruces

Offsite Location (if applicable):

Target Hourly/Salary Rate:  $126,901.09 - $168,144.48

Appointment Full-time Equivalency:  1.0

Exempt or Non-Exempt:  Exempt

Summary:  Step into a pivotal role as the primary advocate for end users at NMSU! We're looking for a leader to direct and manage IT support functions, ensuring top-notch service for students, staff, faculty, and affiliates. Oversee technology services including classroom and research support, IT communications, and service desk operations. Develop and maintain standards for end user technology, collaborate with various departments to meet academic and research needs, and align with NMSU's strategic plan. Be a part of the team shaping the future of IT at NMSU—apply today!

Classification Summary:
Under limited supervision, administers multiple enterprise systems which have a university wide critical impact to core operational infrastructure. Sets strategic direction, and recommends institutional policy for enterprise information technology. Works with internal departments/units to identify opportunities to improve and refine services to meet their needs. Participates in the investigation, selection, and operation of information systems.

Classification Standard Duties:
Directs departmental operations and supervises employees directly and through lower level managers and supervisors. Participates in development, implementation, and maintenance of policies, objectives, short- and long-range planning; develops tracking and evaluation programs to assist in accomplishment of established goals. Develops and establishes policies and objectives consistent with those of the organization to ensure efficient operation of individual departments. Consults and coordinates with university officials on matters of policy, interdivisional interaction, and capital improvement issues. Collaborates with departments and administration to establish goals and priorities for technology solutions to meet institutional needs. Develops and manages annual budgets for the organization and performs periodic cost and productivity analyses.Develops and administers budgets and plans for technology development and deployment at the institution. Recommends and participates in the development of University policies and procedures; may serve on University planning and policy-making committees. Maintains currency of knowledge with respect to relevant state-of-the-art technology, equipment, and/or systems. Performs miscellaneous job-related duties as assigned.

Required Education, Experience, Certification/License, Equivalency
Required Education: Bachelors degree: Eight (8) years of experience directly related to the standard duties as outlined;
Equivalency: Completion of a post-secondary degree may substitute for years of experience.; Certification/License:

Knowledge, Skills and Abilities
Knowledge and strategic understanding of information security principles, practices, and requirements as they relate to a major public institution. Knowledge of organizational structure, workflow, and operating procedures. Knowledge and understanding of all Federal, State, and University laws, regulations, and standards pertaining to information security and privacy.

Program planning, development, implementation, and leadership skills. Demonstrated strategic planning and policy development skills gained at a senior level. Advanced analytical, evaluative, and objective critical thinking skills. Outstanding interpersonal skills and demonstrated ability to communicate and work effectively in business partner relationships. Demonstrated integrity and ability to maintain principles and make appropriate decisions under ethical pressure.

Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments. Ability to anticipate need and effectively assist the organization to rapidly adjust and respond to rapidly changing information security conditions and trends

Job Duties and Responsibilities
This position serves as the “front door” to central IT services. It is responsible for ensuring that the end user services IT deliveries are meeting established service level agreements. Serves as the primary customer advocate when interacting with others in IT. Directs and manages all end user IT support functions across the NMSU system, that are managed by the central IT organization. End users include students, staff, faculty, and affiliates. Areas of responsibility include but are not limited to technology services related to: Classroom support, Research support, Service Desk, IT Communications, audio visual, College IT Support. Direct the implementation of technology enhanced classrooms, conference rooms, and computer labs including student Help Desk and Technical Support Services for students. Develop and maintain institutional standards for effective end user technology devices. Analyze functional processes, provide assistance in designing instructional technology solutions, and implement critical technologies in the classroom. Work with departments, offices, and faculty to ensure appropriate instructional technologies are available to meet academic research and students’ campus wide needs. This position will set the direction of the department in conjunction with department heads, VPs or Deans, and must ensure alignment with the NMSU strategic plan This position will recommend institutional policy related to end user technologies, instructional and research technology and will be expected to participate in university wide boards. This position will be instrumental in the investigation, selection, and operation of information systems related to the areas within its span of control.
This position will work with IT business office to develop and manage annual budgets for the department and perform periodic financial review.
Job Responsibilities;
• Provides leadership and direction to teams that provide technical support to the campus community including the installation of technologies, help desk services, IT communications, academic technologies, and all other end user support services.
• Responsible for IT4IT capabilities supporting the broader IT community with tools, frameworks, incubation of ideas and solutions for IT to deliver new solutions, software architecture and design, prototyping, and software tool evaluations and recommendations
• Responsible for the delivery of IT Service Management capabilities consistent with ITIL V4 standards and processes utilizing the IT central ticketing system
• Responsible for managing, patching and environment cleanup of our ITSM software including workload and capacity management
• Responsible for leading CAB meetings in addition to managing and publishing the production change management plans including production change calendar
• Responsible for delivering support automation capabilities where there are opportunities to remove human intervention using AI or the development of special programs and scripts
• Responsible for the removal of technical debt in your area
• Responsible for evaluating and implementing a DevOps model with heavy emphasis on Observability
• Responsible for and ownership of the ITSM and other technical environments that support User Experience operations including keeping the software platform patched and upgraded as necessary to remove cybersecurity vulnerabilities
• Primary champion of ITSM best practices across the IT enterprise.
• Responsible for 99.99% availability of the ITSM environment
• Responsible for defining and implementing ONE ITIL incident management process for all to use
• Responsible for defining and implementing a comprehensive CMDB
• that catalogues all Applications, IT Services, Project Schedules, and Incidents IT wide including dashboarding
• Responsible for developing and maintaining effective tools to support end user self-service help resources.
• Responsible for providing Level 1 & 2 support of our IT applications and systems
• Responsible for evaluating and assessing your employee’s performance/contributions on a bi-annual basis using IT approved tools (e.g., the 9-Box tool)
In addition to the core responsibilities, the employee may be asked to perform other tasks or duties as required by the organization, consistent with the employee's capabilities and in line with organizational needs.

Preferred Qualifications

ITIL is Preferred

Special Requirements of the Position
Must be authorized to work in the United States.  Visa sponsorship is not available for this position.

Department Contact:  Jasmine Gomez, 575-646-3685, jgomez12@nmsu.edu

Contingent Upon Funding: Not Applicable

Bargaining Unit Eligibility: This is NOT a bargaining unit position with American Federation of State, County & Municipal Employees (AFSCME).

Standard Work Schedule: Standard (M-F, 8-5)

If Not a Standard Work Schedule: 

Working Conditions and Physical Effort

Environment: Work is normally performed in a typical interior/office work environment.

Physical Effort: No or very limited physical effort required.

Lifting Requirements: Requires handling of average-weight objects up to 10 pounds or some standing or walking.

Risk: No or very limited exposure to physical risk.