IT Supervisor - Student Help Desk, Information Technology [R0149245]

University of Nevada, Las Vegas • Las Vegas, NV

80d • $80,200 - $85,100

About The Position

The IT Supervisor - Student Help Desk reports directly to the IT Support Services Manager and is responsible for the strategic oversight and daily management of UNLV's student-run help desk. This position ensures that student workers are effectively recruited, trained, and supervised to provide high-quality technical support to the campus community. The IT Supervisor will make recommendations on the selection, implementation, and maintenance of help desk technologies to ensure efficiency and responsiveness to student, faculty, and staff needs. This position will serve as the primary liaison between the student help desk, UNLV Information Technology's Tier 2 support, and the LMS support team, ensuring seamless escalation processes and collaborative troubleshooting. Additionally, the IT Supervisor - Student Help Desk will work closely with the Student Workforce Development Coordinator to align training and professional development initiatives for student workers. Customer Service Expectations: This position is responsible for maintaining a customer-focused approach in all duties, ensuring professional, timely, and effective interactions with internal and external stakeholders. To provide excellent service the employee will: listen to customers and understand their needs; help customers solve problems; demonstrate an eagerness to help; exhibit a professional disposition; be approachable, respectful, and team-oriented; take ownership of inquiries and assignments; provide updates for customers; and be familiar with the basic operations of the university in order to understand customer needs better.

Requirements

• Bachelor's Degree from an accredited college or university.
• Three (3) years of experience with IT support services, help desk operations, or technician programs.
• Experience hiring and training student workers or entry-level employees.
• Knowledge of IT service management tools and best practices.
• Exceptional customer service skills with experience handling escalations and complex IT service requests.
• Experience with ITSM platforms such as TeamDynamix, Jira, Footprints, or similar systems.
• Familiarity with incident management procedures and best practices.

Nice To Haves

• Experience working in a higher education environment.
• Familiarity with student workforce development programs.
• Experience implementing IT ticketing and workflow systems.
• REBELearn (Saba-based) Department Administrator experience.
• Experience with phone tree systems, queues, and working with telecommunications or other vendors.
• Strong experience in IT communication strategies.
• Valuable contributions to a STEM outreach initiative.
• Administration of Learning Management Systems (LMS), particularly Canvas.
• Initiated Cross Training efforts in a Help Desk environment.

Responsibilities

• Oversee the daily management of the student-run help desk.
• Recruit, train, and supervise student workers.
• Ensure high-quality technical support to the campus community.
• Make recommendations on help desk technologies.
• Serve as the primary liaison between the student help desk and other IT support teams.
• Align training and professional development initiatives for student workers.
• Maintain a customer-focused approach in all duties.

Benefits

• Competitive total rewards package including paid time off, sick leave, and holidays.
• Excellent health insurance including medical, dental, and vision.
• Comprehensive retirement plans and voluntary benefits programs.
• No state income tax.
• Tuition discounts at Nevada System of Higher Education (NSHE) schools.
• Tuition discounts for spouses, domestic partners, and dependents.
• Employee recognition and appreciation programs.
• UNLV athletics ticket discounts.
• Statewide employee purchase program discounts.
• RebelCard discounts on and off campus.
• Wellness programming for all UNLV faculty and staff at no cost.
• Opportunity for career advancements to leadership roles.
• Connect with colleagues with shared interests.
• Personal and professional development opportunities.
• A comprehensive onboarding program, Rebels: Onboard.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Education Level: Bachelor's degree