University of Nevada-Las Vegas
IT Supervisor – Student Help Desk, Information Technology [R0149245]
University of Nevada-Las Vegas, Las Vegas, Nevada, us, 89105
Overview
Title:
IT Supervisor – Student Help Desk, Information Technology Location:
University of Nevada, Las Vegas (UNLV) Employment Type:
Full‑Time, Exempt Salary Range:
$80,200 – $85,100 per year
Responsibilities The IT Supervisor – Student Help Desk reports to the IT Support Services Manager and oversees UNLV’s student‑run help desk. Responsibilities include recruiting, training, and supervising student workers; ensuring high‑quality technical support; recommending help desk technologies; collaborating with Tier 2 support and LMS teams; and aligning training initiatives with the Student Workforce Development Coordinator.
Mininum Qualifications
Bachelor’s degree from an accredited college or university (recognition by the U.S. Department of Education and/or CHEA) and 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.
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 Knowledge:
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:
Knowledge of ITIL 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 Skills:
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 Skills:
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 Abilities:
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 Abilities:
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.
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.
EEO/AA Statement The University of Nevada – Las Vegas (UNLV) is committed to providing a place of work and learning free of discrimination on the basis of a person’s age (40 or older), disability, whether actual or perceived by others (including service‑connected disabilities), gender (including pregnancy related conditions), military status or military obligations, sexual orientation, gender identity or expression, genetic information, national origin, race (including hair texture and protected hairstyles such as natural hairstyles, afros, bantu knots, curls, braids, locks and twists), color, or religion (protected classes). Where unlawful discrimination is found to have occurred, UNLV will act to stop the unlawful discrimination, to prevent its recurrence, to remedy its effects, and to discipline those responsible. Women, minorities, and veterans are encouraged to apply.
Title IX Statement The University of Nevada, Las Vegas, does not discriminate on the basis of sex in any education program or activity that it operates. Non‑discrimination on the basis of sex is mandated by Title IX of the Education Amendments of 1972 (20 U.S.C. 1681 et seq.) and the corresponding implementation regulations (34 C.F.R. Part 106). The University’s commitment to nondiscrimination in its education programs and activities extends to applicants for admission and employment. Inquiries concerning the application of these provisions may be referred to: Michelle Sposito, J.D., Title IX Coordinator, University of Nevada, Las Vegas, 4505 S. Maryland Parkway, Mail Stop 1062, Las Vegas, NV 89154‑1062, Campus Services Building (CSB) Room 246, Telephone: (702) 895‑4055; Email: titleixcoordinator@unlv.edu, or to The Assistant Secretary of the United States Department of Education, U.S. Department of Education, Office for Civil Rights, 400 Maryland Avenue, SW, Washington, D.C. 20202‑1100; Telephone: 1‑800‑421‑3481 FAX: 202‑453‑6012; TDD: 1‑800‑877‑8339; Email: OCR@ed.gov; or to both.
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IT Supervisor – Student Help Desk, Information Technology Location:
University of Nevada, Las Vegas (UNLV) Employment Type:
Full‑Time, Exempt Salary Range:
$80,200 – $85,100 per year
Responsibilities The IT Supervisor – Student Help Desk reports to the IT Support Services Manager and oversees UNLV’s student‑run help desk. Responsibilities include recruiting, training, and supervising student workers; ensuring high‑quality technical support; recommending help desk technologies; collaborating with Tier 2 support and LMS teams; and aligning training initiatives with the Student Workforce Development Coordinator.
Mininum Qualifications
Bachelor’s degree from an accredited college or university (recognition by the U.S. Department of Education and/or CHEA) and 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.
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 Knowledge:
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:
Knowledge of ITIL 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 Skills:
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 Skills:
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 Abilities:
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 Abilities:
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.
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.
EEO/AA Statement The University of Nevada – Las Vegas (UNLV) is committed to providing a place of work and learning free of discrimination on the basis of a person’s age (40 or older), disability, whether actual or perceived by others (including service‑connected disabilities), gender (including pregnancy related conditions), military status or military obligations, sexual orientation, gender identity or expression, genetic information, national origin, race (including hair texture and protected hairstyles such as natural hairstyles, afros, bantu knots, curls, braids, locks and twists), color, or religion (protected classes). Where unlawful discrimination is found to have occurred, UNLV will act to stop the unlawful discrimination, to prevent its recurrence, to remedy its effects, and to discipline those responsible. Women, minorities, and veterans are encouraged to apply.
Title IX Statement The University of Nevada, Las Vegas, does not discriminate on the basis of sex in any education program or activity that it operates. Non‑discrimination on the basis of sex is mandated by Title IX of the Education Amendments of 1972 (20 U.S.C. 1681 et seq.) and the corresponding implementation regulations (34 C.F.R. Part 106). The University’s commitment to nondiscrimination in its education programs and activities extends to applicants for admission and employment. Inquiries concerning the application of these provisions may be referred to: Michelle Sposito, J.D., Title IX Coordinator, University of Nevada, Las Vegas, 4505 S. Maryland Parkway, Mail Stop 1062, Las Vegas, NV 89154‑1062, Campus Services Building (CSB) Room 246, Telephone: (702) 895‑4055; Email: titleixcoordinator@unlv.edu, or to The Assistant Secretary of the United States Department of Education, U.S. Department of Education, Office for Civil Rights, 400 Maryland Avenue, SW, Washington, D.C. 20202‑1100; Telephone: 1‑800‑421‑3481 FAX: 202‑453‑6012; TDD: 1‑800‑877‑8339; Email: OCR@ed.gov; or to both.
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