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It Helpdesk Manager Jobs in Rio Rancho, NM (NOW HIRING)

University of New Mexico

IT Specialist

Albuquerque, NM · On-site

The Department of Psychiatry is seeking a student to work alongside our Technical Analyst as support for ongoing and new IT projects, and to help manage our access databases. The successful candidate ...

University of New Mexico

IT Specialist

Albuquerque, NM · On-site

$15 - $16.50/hr

The Department of Psychiatry is seeking a student to work alongside our Technical Analyst as support for ongoing and new IT projects, and to help manage our access databases. The successful candidate ...

Roadrunner Food Bank, Inc.

IT Technician

Albuquerque, NM · On-site

$60/hr

Help your neighbors who are struggling! If this sounds like something you want, this job is for you ... Exempt Manager: Director of IT Compensation: $45,760 annually Position Overview The IT Technician ...

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All JobsIt Helpdesk Manager JobsIt Helpdesk Manager Jobs in Rio Rancho, NM

It Helpdesk Manager information

See Rio Rancho, NM salary details

$35.3K

$78.8K

$117.1K

How much do it helpdesk manager jobs pay per year?

As of Jun 26, 2026, the average yearly pay for it helpdesk manager in Rio Rancho, NM is $78,805.00, according to ZipRecruiter salary data. Most workers in this role earn between $62,100.00 and $94,100.00 per year, depending on experience, location, and employer.

How does an IT Helpdesk Manager typically balance technical troubleshooting with team leadership responsibilities?

As an IT Helpdesk Manager, you'll need to strike a balance between hands-on problem-solving and overseeing your team’s performance. While you may occasionally handle complex escalations, your primary focus will be on mentoring staff, monitoring ticket queues, setting service standards, and ensuring effective communication between the helpdesk and other departments. Success in this role often comes from strong organizational skills and the ability to foster a collaborative, customer-oriented environment. Regular team meetings, performance reviews, and process improvements are also key parts of the job.

What are the key skills and qualifications needed to thrive as an IT Helpdesk Manager, and why are they important?

To thrive as an IT Helpdesk Manager, you need strong technical knowledge in IT support, troubleshooting, and systems administration, usually backed by a degree in information technology or a related field. Familiarity with ticketing systems, remote support tools, and certifications like CompTIA A+ or ITIL are commonly expected. Exceptional leadership, problem-solving, and communication skills help manage teams and ensure high-quality user support. These abilities are crucial for maintaining efficient IT operations, resolving issues promptly, and delivering excellent service to end users.

What is the difference between It Helpdesk Manager vs It Support Specialist?

AspectIt Helpdesk ManagerIt Support Specialist
CertificationsITIL, CompTIA A+, Network+CompTIA A+, Microsoft Certified
Work EnvironmentSupervises helpdesk team, manages support processesProvides technical support directly to users
Employer & Industry UsageIT departments across industries, corporate helpdesksHelpdesk and support centers, IT service providers

The main difference is that an It Helpdesk Manager oversees the support team and manages support operations, while an It Support Specialist provides direct technical assistance to users. The manager focuses on team coordination and process improvement, whereas the specialist handles troubleshooting and issue resolution.

What are IT Helpdesk Managers?

IT Helpdesk Managers are professionals responsible for overseeing the support team that assists users with technical issues related to computers, software, and networks. They ensure that helpdesk operations run smoothly, manage support staff, set service standards, and resolve escalated technical problems. Their role includes analyzing support processes, implementing improvements, and often liaising between IT departments and end-users to ensure high-quality service. IT Helpdesk Managers play a key role in maintaining system efficiency and user satisfaction within an organization.
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It Helpdesk Manager jobs near you
IT Infrastructure Manager

IT Infrastructure Manager

New Mexico Mutual

Albuquerque, NM • On-site

Other

This job post has expired 1 day ago. Applications are no longer accepted.

Job description

IT Infrastructure Manager

The IT Infrastructure Manager is responsible for the strategic planning, implementation, and maintenance of the organization's IT infrastructure, including networks, servers, cloud services, databases, and end-user support systems. This role ensures the reliability, scalability, and security of all infrastructure components while leading a team of technical professionals. The manager also oversees database administration and help desk operations to ensure high-quality service delivery and user satisfaction.

Essential Functions

Infrastructure Management:

  • Design, deploy, and maintain enterprise-level IT infrastructure including servers, storage, networking, and cloud platforms.
  • Ensure high availability, performance, and security of systems and services.
  • Oversees company's Disaster Recovery efforts and IT portion of Business Continuity plan.

Database Administration:

  • Oversee the installation, configuration, and maintenance of database systems (MS SQL Server, Oracle).
  • Monitor database performance and implement tuning strategies.
  • Ensure data integrity, backup, recovery, and disaster recovery planning.
  • Collaborate with application teams to support database-related development and optimization.
  • Manage database access controls and security compliance.

Help Desk Management:

  • Lead and manage the IT Help Desk team to provide timely and effective technical support to end users.
  • Implement IT service management (ITSM) best practices and tools.
  • Monitor ticketing systems, analyze trends, and drive continuous improvement in support processes.
  • Ensure high levels of customer satisfaction and user experience.

Team Leadership:

  • Lead and mentor a team of system administrators, network engineers, database administrators, security professionals and help desk staff.
  • Manage workload distribution, performance reviews, and professional development.

Security & Compliance:

  • Implement and enforce security policies, procedures, and controls across infrastructure and databases.
  • Ensure compliance with industry standards and regulations (NIST, ISO, NAIC, HIPAA).

Project Management:

  • Plan and execute infrastructure, database, and support-related projects including upgrades, migrations, and new deployments.
  • Collaborate with cross-functional teams to align IT initiatives with business goals.

Vendor & Budget Management:

  • Manage relationships with hardware, software, and service vendors.
  • Develop and manage budgets for infrastructure, database, and support operations.

Monitoring & Reporting:

  • Monitor system, database, and support performance using appropriate tools.
  • Generate reports and metrics for senior management.
Job Qualifications

Education:

  • Bachelor's degree in Computer Science, Information Technology, or related field (Master's preferred).

Experience:

  • 7+ years of experience in IT infrastructure and database management, with at least 3 years in a leadership role.

Required Skills/Abilities:

  • Strong knowledge of networking, virtualization, cloud computing (AWS, Azure), and cybersecurity.
  • Experience with enterprise systems (Windows/Linux servers, Active Directory, VMware, etc.).
  • Proficiency in database technologies and tools (e.g., SQL, Oracle).
  • Experience managing IT support/help desk operations and ticketing systems (e.g., ServiceNow, Jira Service Desk).
  • Proven leadership and project management skills.
  • Excellent communication and problem-solving abilities.

Specialized Knowledge, Licenses, etc.:

  • Microsoft Azure or AWS Professional Certifications
  • Cisco Certified Network Professional (CCNP)
  • Oracle Certified Professional (OCP) or Microsoft SQL Server certifications
  • ITIL Foundation
  • Certified Information Systems Security Professional (CISSP)

Values and Mission:

Adheres to New Mexico Mutual's values and mission by demonstrating Service Excellence, Trust, Ownership, One Team and Boldness in thought and action.

Positive Attitude:

Develops and maintains positive working relationships with team members, customers, co-workers and management by demonstrating effective communication and collaborative skills.

Working Conditions:

  • NEW MEXICO MUTUAL maintains general office conditions with light physical demands.
  • Employees of NEW MEXICO MUTUAL adhere to all safety rules and regulations including building security.
  • Employees participate in ensuring safe and efficient operating conditions that safeguard employees and facilities.
  • NEW MEXICO MUTUAL maintains a drug free environment; drug testing prior to employment as well as upon a work-related accident.
  • Exposure to VDT screens.
  • Hybrid or on-site depending on organizational needs.
  • Requires occasional travel and after-hours support.

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