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

Nevada System of Higher Education

95d • $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.

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.
• Experience with phone tree systems, queues, and working with telecommunications or other vendors.
• Strong experience in IT communication strategies, including status page updates and knowledge base articles.
• Administration of Learning Management Systems (LMS), particularly Canvas.

Responsibilities

• Maintain a customer-focused approach in all duties, ensuring professional, timely, and effective interactions with internal and external stakeholders.
• 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; be familiar with the basic operations of the university.

Benefits

• 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.
• Wellness programming for all UNLV faculty and staff at no cost.
• Opportunity for career advancements to leadership roles.

What This Job Offers

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