IT Supervisor – Student Help Desk, Information Technology [r0149245]

IT Supervisor – Student Help Desk, Information Technology

The University of Nevada, Las Vegas invites applications for IT Supervisor – Student Help Desk, Information Technology [R0149245].

Role of 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.

Profile of the Office of Information Technology

With a focus on excellent customer service, UNLV Information Technology (UNLV IT) provides a full range of IT services, from leadership and enterprise solutions to training and support, for our students, faculty, and staff.

As a partner in teaching, learning, research, and administration at a Top-Tier university, we are seeking team members who value innovation, collaboration, and excellence. We believe that every person brings unique experiences and perspectives that strengthen our team and help us serve UNLV's broad community with empathy, which is a key to our success.

Applicants seeking a values-driven environment that celebrates individuality and that are committed to service are highly encouraged to apply.

Minimum Qualifications

This position requires a Bachelor's Degree from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA) and three (3) years of experience with IT support services, help desk operations, or technician programs. Credentials must be obtained prior to the employment start date.

Accepted Equivalencies for Degree Requirement

UNLV may consider additional relevant experience in place of formal education requirements: In lieu of a bachelor's degree, applicants may qualify with four additional years of relevant experience, or with an associate's degree plus two additional years of relevant experience.

Additional Required Qualifications

• 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

Preferred Qualifications

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

Knowledge, Skills, & Abilities

Required

• Strong understanding of IT help desk operations, service management, and support best practices.
• Technical expertise in troubleshooting hardware, software, and network-related issues.
• Familiarity with Learning Management Systems (LMS), particularly Canvas.

Preferred

• Knowledge of ITIL (Information Technology Infrastructure Library) frameworks and best practices.
• Understanding of cybersecurity principles and IT compliance standards.
• Familiarity with enterprise-level IT support environments and remote troubleshooting techniques.
• Knowledge of scripting or automation tools (e.g., PowerShell, Python) for IT support tasks.
• Awareness of accessibility standards and assistive technologies in IT support.

Required

• Experience with help desk ticketing systems and reporting tools.
• Experience with student employees or entry-level IT staff.
• Experience with data analysis and process improvement in IT support environments.
• Proficiency in scheduling and workforce planning, utilizing both manual scheduling methods and/or automated tools.

Preferred

• Experience with cloud-based IT service management tools (e.g., ServiceNow, Zendesk, Freshservice).
• Proficiency in data visualization tools (e.g., Power BI, Tableau) for IT performance metrics.
• Strong documentation and technical writing skills for creating knowledge base articles and training materials.
• Proficiency in conducting user experience (UX) testing and feedback collection to improve IT support services.

Required

• Ability to develop and implement training programs for student workers.
• Strong customer service and communication skills.
• Ability to make technology recommendations and drive adoption of new support tools.

Preferred

• Ability to mentor and develop junior IT staff or student employees in a leadership capacity.
• Ability to manage IT projects, coordinate cross-functional teams, and drive initiatives to completion.
• Strong problem-solving and analytical thinking for identifying long-term IT support improvements.

Commitment to Campus Values

A successful candidate will contribute to a respectful, positive work environment. They will use our Campus Values to guide their decisions and actions and demonstrate our Rebel spirit.

Salary

Salary range for this role is $80,200 to $85,100. Unable to offer more than stated salary range.

Posting Close Date

Applications must be submitted electronically through Workday. Please note that emailed materials will not be accepted. UNLV values the skills of those who have served. If you are a veteran or eligible family member, we encourage you to apply. Learn more about resources and support for veterans at the UNLV Veterans Webpage or contact vetjobseekers@unlv.edu for support.

For assistance with the application process, please review the instructions on How to Apply. For further assistance, contact UNLV IT Human Resources at (702) 895-1806 or oithumanresources@unlv.edu.

The following attachments are required for consideration:

• A letter of interest
• A detailed resume listing qualifications and experience
• The names, addresses, and telephone numbers of at least three (3) professional references who may be contacted. References will not be contacted until the search chair notifies you in advance.

Note, applicants should fully describe their qualifications and experience, with specific reference to each of the minimum and preferred qualifications because this is the information on which the initial review of materials will be based.