Position Title: Mgr,Enterprise PC

Employee Classification: Mgr,Enterprise PC

College/Division: Information Technology

Department: 450285-IT TECHNOLOGY SUPPORT CENTER

Internal or External Search: External - Open to all applicants

Location: Las Cruces

Offsite Location (if applicable):

Target Hourly/Salary Rate:  $77,235.92 - $100,406.80

Appointment Full-time Equivalency:  1.0

Exempt or Non-Exempt:  Exempt

Summary:  NMSU is seeking a dynamic IT Service Center Manager to lead and oversee campus-wide Help Desk operations and the technology rental program. This hands-on leadership role requires a customer-focused approach, applying ITIL principles to ensure efficient incident management and top-tier support for faculty, staff, and students. The manager will collaborate with IT teams and campus stakeholders to enhance service effectiveness, drive performance metrics, and continuously improve the NMSU IT Knowledge Base. Strong communication skills, technical expertise, and a passion for service excellence are essential in this role. If you're ready to lead a responsive, high-quality IT support team in a higher education environment, apply today!

Classification Summary:
Coordinates the management of microcomputer (PC) hardware and software between all user departments and university locations. Plans, organizes and implements support functions to meet end-user requirements. May coordinate the training for end-users on hardware and related software applications. Oversees the design, coding, and testing of documentation and the implementation of micro applications and support

Classification Standard Duties:
Manage and provide the central IT personal computer support services, which include hardware and software installation and troubleshooting. Manage and provide the central IT Help Desk services. Manage and provide the campus license software services. Responsible for departmental computer service contracts and budget. Manage and provide the NMSU computer purchase program. Manage and maintain the IT knowledge base system and its contents for the NMSU system.Responsible for overall personal computer activity. Establishes and implements PC policies, procedures, and standards and ensures their conformance with information systems goals and procedures. Studies and projects PC resource requirements including personnel, software, equipment, and facilities and makes recommendations to management. Maintains currency in new developments and technology. Provides for the training of department staff and end-users. Directs setup and maintenance of library and materials for end user reference and reviews department staff. Ensures that security procedures are implemented and enforced. Provides leadership in the effective use of internal data processing, automated office systems, and data communications. May also manage LAN services. Oversees the supervision of personnel, which includes work allocation, training, promotion and enforcement of internal procedures and controls, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.

Required Education, Experience, Certification/License, Equivalency
Required Education:Bachelor's degree in a related field.; Required Experience:Five (5) years of experience directly related to the standard duties as outlined.; Equivalency:; Required Certification/License:

Knowledge, Skills and Abilities
KNOWLEDGE:Knowledge of current technological developments/trends in area of expertise. Knowledge of the operational and procedural aspects of computer systems, hardware, software and peripheral equipment. Knowledge of computer security and audit procedures and requirements.; SKILLS:Records maintenance skills. Database management skills. Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.; ABILITIES:Ability to monitor and/or maintain quality control standards. Ability to resolve customer complaints and concerns. Ability to communicate effectively, both orally and in writing. Ability to gather and analyze statistical data and generate reports. Ability to work both independently and in a team environment. Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments. Ability to foster a cooperative work environment.

Job Duties and Responsibilities
The IT Service Center Manager is a key leadership role within NMSU’s Enterprise IT team, responsible for managing the daily operations and strategic oversight of the enterprise, campus-wide IT Help Desk and the technology rental program. This is a working manager position, meaning the individual is expected to actively participate in day-to-day service delivery while also providing team leadership, guidance, and strategic direction. The manager serves as the “front door to IT,” providing timely, professional, and hands-on technology support to all faculty, staff, students, and other constituents. As a customer-facing leader, the manager fosters a high-quality, service-oriented environment by applying ITIL principles to ensure consistent and effective incident, request, and knowledge management processes. A strong focus on customer satisfaction, responsiveness, and reliability is essential.
This role collaborates with IT teams and campus stakeholders to deliver value-driven support aligned with institutional priorities. The manager will lead efforts to develop and manage service-level agreements (SLAs), track performance metrics, and continuously assess and improve service effectiveness and productivity. A core responsibility includes maintaining and growing the NMSU IT Knowledge Base, ensuring all content is accurate, accessible, and supports both self-service and Help Desk operations. The position also involves coaching and mentoring Help Desk staff to promote technical proficiency, accountability, and an inclusive service culture.
The ideal candidate will have a minimum of two years of experience managing an IT Help Desk or Service Center, preferably in a higher education or enterprise environment. This role requires strong communication skills, a deep commitment to customer service, and the ability to lead through change while delivering consistent, reliable support. This position is part of an external search and should be opened immediately to support ongoing IT priorities.

Preferred Qualifications

ITIL is preferred
On-site position

Special Requirements of the 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 indoors.

Physical Effort: Moderate physical activity.

Lifting Requirements: Requires handling of average-weight objects up to 25 pounds or standing and/or walking for more than four (4) hours per day.

Risk: No or very limited exposure to physical risk.