Help Desk Supervisor

About this role

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, copyrig

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