Help Desk Supervisor

Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.

Position Title:

Help Desk Supervisor

Job Category:

Academic Staff

Employment Type:

Terminal (Fixed Term)

Job Profile:

User Support Supervisor

Job Duties:

Under general supervision of the Director of Client Technology Services (CTS), the incumbent provides leadership and technical expertise for computer hardware, software and networking services in support of faculty, staff and students. Services include hardware and software support of faculty, staff, and student laptops, including the installation of campus computers, problem diagnosis and resolution, maintenance of Stout inventories and consultation on computer-related technologies.

This position also serves as the Helpdesk Supervisor for the Client Technology Services team. Duties include supervising student employees, monitoring the ticketing system to ensure timely service to campus end users, coordination of helpdesk team meetings, and monitoring team and individual performance.

This position works closely with faculty and staff across the institution. The ability to participate in on-site, campus-based activities is required.

Must be authorized to work in the United States. Sponsorship is not available for this position. A successful applicant will be responsible for ensuring eligibility for employment in the United States on or before the effective date of the appointment and maintain work authorization throughout the expected employment term. If you have questions regarding this, please contact our Human Resources office, Phone: 715.232.2149.

Key Job Responsibilities:

Help Desk Supervisor

Serve as the supervisor point of contact on escalated customer services requests

Guide the daily activities of student support workers

Mentor, train and lead a team of student support workers and assist them in their day-to-day support of our clients and application systems

Establish policies and procedures which ensure consistently high service performance, monitor employee satisfaction, with feedback to develop improved processes

Assure that the team members have the necessary education and training to effectively participate on the team by recognizing training needs and communicating both training needs and requests to the CTS Director

Help to create a team environment based on trust, open communication, creative thinking, and cohesive team effort

Recognize and celebrate team and team member accomplishments and exceptional performance. Report those accomplishments to the CTS Director

• •Monitor team and individual performance and report any problems to the CTS Director
• •Perform with a high level of analytical ability and strong attention to detail
• •Evaluate, analyze, and document trends; if necessary, implement corrective actions

Ability to define problems, establish facts, and draw valid conclusions

• •Collect, analyze, and interpret data to solve problems requiring a high level of knowledge in a specific discipline
• •Develop reporting to identify trends and patterns in a help desk environment
• •Troubleshoot problems, assess risks, create contingency plans, and adjust schedules accordingly

Escalate issues to the CTS Director which cannot be resolved by the team

Continual improvement of the Technology Helpdesk, QA, and PC Repair areas

Support Student Laptop Program

Ensure customer satisfaction by responding to calls to the Technology Helpdesk

Act as front-line phone support technician during scheduled shifts

Log all customer questions and problems and track the same through resolution

Provide troubleshooting for hardware, software, or network problems that may occur on student laptops

Participate in the maintenance of student laptop and laptop accessory inventories

Participation in the student laptop deployment and return processes

Contribute to the overall functionality of the student laptop project in the classroom through hardware, software and networking

Participate In the planning of laptop images for use on student laptops

Provide expertise on the installation and maintenance of software specific to the student laptop program

Utilize existing databases and aid in the development of data applications used in the tracking of laptop data

Provide requested laptop data to business, purchasing and finance departments in support of laptop deployments and purchase orders

Provide professional assistance when working on a solution for the customers problem using gained knowledge and/or contact the appropriate technician

Perform callbacks when not busy with incoming calls to the help desk

Adhere to published helpdesk procedures

Assist student staff and provide professional guidance regarding the student laptop program

Respond to emails, phone calls, and self-service requests related to the student laptop program

Support of Campus Computers

Communicate with faculty, students, and staff to ensure computing needs are addressed in a timely fashion

Provide trouble shooting for hardware, software, or network problems that may occur on campus provided computers

Provide problem diagnosis and resolution for operating system, utilities, security, backup/restore and campus-supported software

Evaluate new hardware and software and make recommendations

Consult with faculty and staff on the implementation of new technology

Participate in the purchasing process by meeting with faculty and staff, consulting on the purchase of appropriate hardware and completing forms as needed

Provide technical support and training in the use of campus-supported software

Provide assistance, training, and support for the use of printers and other peripherals

Understand, practice, convey, and advocate for common information security practices

Ensure compliance with and educate users on software, copyright and licensing agreements

Miscellaneous activities and duties

Maintain an awareness of campus initiatives and policies that support and affect computing and digital communications

As a member of the Learning and Information Technology Department, participate as a team member in staff meetings, on special projects, and committees

Discuss with supervisor and colleagues’ ideas for improving computer services

As requested, or directed, conduct training sessions, either individually or with other LIT staff, for faculty and students on use of the various technologies

Comply with recognized environmental health and safety practices

Department:

Client Technology Services (CTS) serves as the primary contact point for Learning and Information Technology (LIT) services, providing both online and in-person technical support and consultation. CTS is committed to connecting students, staff, and faculty with resources, tools, and guidance essential for fulfilling their technological needs. CTS also oversees the eStout Laptop Program, which equips students with the necessary hardware, software, and support services to ensure our digital environment aligns with their academic success. CTS also takes pride in hosting the Student Technological Assistance and Resources (STAR) team: this independently managed student group plays a vital role in sustaining campus and eStout technology by providing an expansive range of invaluable support services.

Compensation:

Competitive salary commensurate with the qualifications and experience.

The salary range for this position at UW-Stout is $67,000. The Universities of Wisconsin provides an excellent benefits package, including participation in the Wisconsin State retirement plan, demonstrating our commitment to the diverse needs of our employees.

Required Qualifications:

• •Associate degree in information technology, Computer Science, Business Administration, or equivalent experience
• •Strong customer service orientatio