IT Supervisor – Student Help Desk, Information Technology [R0149245]
IT Supervisor – Student Help Desk, Information Technology [R0149245]
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$ 80200 - 85100
1 Vacancy
Job Description
The University of Nevada Las Vegas (UNLV) appreciates your interest in employment. We ask that you keep in mind the following when completing your application:
- Once you start the application process you cannot save your work. Please ensure you have all required attachment(s) available to complete your application before you begin the process.
- Required attachments are listed below on the posting. Your application will not be considered without the required attachments.
- Please note that applications must be submitted prior to the close of the recruitment.
Once a recruitment has closed applications will no longer be accepted. If you need assistance or have questions regarding the application process please contact Human Resources at or
Job Description
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 UNLVs 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 Technologys 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 UNLVs 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 Bachelors 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 bachelors degree applicants may qualify with four additional years of relevant experience or with an associates 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
The incumbent must have specific knowledge skills and abilities in the following areas:
KNOWLEDGE
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.
SKILLS
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.
ABILITIES
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 $80200 to $85100. Unable to offer more than stated salary range.
BENEFITS OF WORKING AT UNLV
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
PERKS & PROGRAMS
Employee recognition and appreciation programs
UNLV athletics ticket discounts
Statewide employee purchase program discounts
Wellness programming for all UNLV faculty and staff at no cost
Opportunity for career advancements to leadership roles
A comprehensive onboarding program Rebels: Onboard
Support and resources available for veteran applicants contact or visit our UNLV Veterans Webpage.
HOW TO APPLY
Submit a letter of interest a detailed resume listing qualifications and experience and the names addresses and telephone numbers of at least three professional references who may be contacted. References will not be contacted until the search chair notifies you in advance.
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.
Although this position will remain open until filled review of candidates materials will begin on Monday October 13 2025.
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 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 or.
SPECIAL INSTRUCTIONS FOR INTERNAL NSHE CANDIDATES
If you complete an application outside of the internal application process your application will be returned and you will have to reapply as an internal applicant which may delay your application.
PROFILE of the UNIVERSITY
Founded in 1957 UNLV is a doctoral-degree-granting institution comprised of approximately 30000 students and more than 3600 faculty and staff. To date UNLV has conferred more than 152000 degrees producing more than 130000 alumni around the world. UNLV is classified by the Carnegie Foundation for the Advancement of Teaching as an R1 research university with very high research activity and is a recipient of the Carnegie Classification for Community university is committed to recruiting and retaining top students and faculty educating the regions diversifying population and workforce driving economic activity through increased research and community partnerships and creating an academic health center for Southern Nevada that includes the launch of a new UNLV School of Medicine. UNLV is located on a 332-acre main campus and two satellite campuses in Southern Nevada.
Here at UNLV we have come together and created one of the most affirmative and dynamic academic environments in the country. UNLV sits in the top spot in U.S. News & World Reports annual listing of the nations most diverse universities for undergraduates. The university has ranked in the top ten since the rankings debuted more than a decade ago. We continue to show our commitment to serving our wonderfully diverse population and building the future for Las Vegas and Nevada.
For more information visit us online at:
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 persons 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). Discrimination on the basis of a protected class including unlawful harassment which is a form of discrimination is illegal under federal and state law. 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 Universitys 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: ; Email: 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- FAX: ; TDD: 1-; Email: ; or to both.
Information pertaining to the Universitys grievance procedures and grievance process including how to report or file a complaint of sex discrimination how to report or file a formal complaint of sexual harassment and how the University will respond can be found online at the Office of Equal Employment & Title IX webpage.
SAFETY AND SECURITY STATEMENT
UNLV is committed to assisting all members of the UNLV community in providing for their own safety and security. The Annual Security Report and Annual Fire Safety Report compliance document is available online.
JOB CATEGORY
Administrative Faculty
YesFull-Time Equivalent
100.0%Required Attachment(s)
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.
Posting Close Date
Note to Applicant
This position may require that a criminal background check be conducted on the candidate(s) selected for hire.
HR will attempt to verify academic credentials upon receipt of hiring documents. If the academic credentials cannot be verifiedHR will notify the faculty member that an official transcript of their highest degree must be submitted within thirty days of the faculty members first day of employment.
References will be contacted at the appropriate phase of the recruitment process.
As part of the hiring process applicants for positions in the Nevada System of Higher Education may be required to demonstrate the ability to perform job-related tasks.
For positions that require driving evidence of a valid drivers license will be required at the time of employment and as a condition of continued employment.
All document(s) must be received on or before the closing date of the job announcements (if a closing date is provided).
Recruitments that provide a work scheduleare subject to change based on organizational needs.
Required Experience:
Manager
Employment Type
Full-Time
