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DoIT Help Desk Supervisor

JOB SUMMARY:
The DoIT Help Desk serves the administrative, academic, and research technology support needs of students, departments, and faculty/staff on the UW Madison campus and several other state two-year college campuses. Under the general guidance of the Help Desk Assistant Director, this position provides daily operational oversight of the Walk-In Help Desk and Support teams, within the Division of Information Technology (DoIT). Help Desk technicians perform technology troubleshooting for a wide variety of technology-driven devices, services, and solutions. In a typical year, the Help Desk fields request for service from more than 100,000 users.

As a Help Desk Supervisor, this position is responsible for team leadership and technical duties, business process management, and case review for a multi-channel contact center handling technical support for the university, enterprise provided services, and service contracts for other UW System institutions. This person is also responsible for acting as a positive ambassador for the Help Desk while working with other DoIT departments, campus departments, and other UW system campuses, creating a positive work environment for our diverse team, and embodying commitment to DoIT's mission and foundational principles. This is a collaborative role that works closely with the Help Desk leadership to implement the strategy and direction for the Help Desk while ensuring the day-to-day delivery of exemplary customer and technical service to the campus community. This position serves as a backup for the Help Desk Managers in their absence.

RESPONSIBILITIES:
Performs escalated technical troubleshooting cases, system upgrades, and training by leveraging documented procedures and experience and ensuring a high level of customer service. Develops and schedules operational work plans for information technology (IT) Help Desk Specialists and functional area staff to ensure that departmental standards and expectations are realized.
  • 5% Troubleshoots and resolves escalated complex technical problems for various products and services independently
  • 5% Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures
  • 10% Documents inquiries and responses and recommends procedural improvements to unit leadership
  • 5% Develops operational procedures to improve customer satisfaction and promote efficiency
  • 35% Guides the daily activities of an information technology staff by assigning work, evaluating performance, and developing documentation
  • 5% Resolves or escalates personnel issues, makes recommendations on applicants after assessing the qualifications of potential new hires, and makes recommendations on the selection of applicants
  • 10% Serves as the initial supervisor point of contact on escalated customer services requests or production issues
  • 5% Prepares and distributes reports on assigned unit's performance, recommending adjustments to operational procedures to improve the effectiveness of programs and services

INSTITUTIONAL STATEMENT ON DIVERSITY:
Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

EDUCATION:
Preferred
Associate's Degree

QUALIFICATIONS:
Required:
-Experience in a leadership role within an IT environment, or experience supervising large student workforces.
-Demonstrated exceptional customer service skills, including experience resolving escalated customer concerns.
-Adept at making decisions with incomplete information.
-Metrics and detail-oriented
-Successful building healthy team environments

Preferred:
-Experience with Cisco Finesse or similar product
-Experience managing a multi-channel contact center for tier one or tier two support.

COVID-19 CONSIDERATIONS:
UW-Madison continues to follow necessary health and safety protocols to protect our campus from COVID-19. All employees remain subject to the COVID-19 Workplace Safety Policy: https://policy.wisc.edu/library/UW-5086. Please visit https://covidresponse.wisc.edu for the most up-to-date information.

WORK TYPE:
Full Time: 100%

The candidate selected for this position will initially perform a combination of on-site and remote work subject to an approved remote work agreement (RWA) agreement, which is reviewed and approved annually. In the future, this position will likely perform a combination of onsite and remote work. Remote work requires successful candidates to possess their own high-speed internet and phone to perform the work on a University provided computer.

APPOINTMENT TYPE, DURATION:
Ongoing/Renewable

SALARY:
Minimum $60,000 Maximum $80,000 ANNUAL (12 months)
Depending on Qualifications
Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits.

ADDITIONAL INFORMATION:
Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment.

This position will be required to occasionally work outside of normal office hours to help with student recruitments and training, and to provide support during outages. These are relatively infrequent and can be expected a few nights per semester.

HOW TO APPLY: