Information Technology Services (ITS) at the University of
Wisconsin-Whitewater is seeking an IT Help Desk Supervisor (IT
Helpdesk Supervisor, IT048).
The University of Wisconsin-Whitewater seeks a Help Desk Supervisor
with excellent communication, customer service, and problem-solving
skills. If you are a highly motivated team player with a strong
work ethic and the desire to contribute to an environment of
innovation and collaboration, this is the position you have been
Reporting to the Strategic Services Manager, the Help Desk
Supervisor provides focus, direction, organization, and support for
all Help Desk activities. Monitoring assignments and performance of
student employees, distributing requests, and managing priority
calls to ensure IT Services executes customer support with a high
level of excellence. This position requires building and managing a
successful team that delivers effective service as the first point
of contact for university technology problems and questions. This
position will manage relationships with internal customers to
ensure that IT Services enables them to use technology effectively
- 2 years of experience in customer service-focused
- 1 year of experience supervising others.
- Strong written and verbal communication skills.
- Demonstrated ability to learn new skills in a rapidly evolving
- Demonstrated familiarity with technical troubleshooting,
including a track record of effectively coordinating with others to
solve problems within specified time frames
- Experience in utilizing and promoting the use of computers,
modern technology tools, applications, and devices.
Knowledge, Skills, and Abilities:
- Experience in a higher education environment.
- Experience working in a multi-tiered support environment.
- Experience in technical support specialist skills, including
installing, configuring, networking, and troubleshooting desktop
operating systems and Microsoft Office applications.
- Experience with enterprise information technology support, such
as remote control, and remote application deployment.
- Willingness and ability to actively follow applicable safety
rules and regulations, including necessary training drills.
- Ability to interact respectfully with people from diverse
socioeconomic, cultural, and ethnic backgrounds.
- Recruit, train, supervise, schedule, and mentor Help Desk staff
to perform support tasks received through various communication
mediums, including IT Service Management software (ticket tracking
system), according to established policies and procedures.
- Act as the primary point of escalation for support requests and
route tickets as needed for further escalation, documenting
relevant required data before the transfer.
- Independently troubleshoot and resolve escalated complex
technical problems for various products and services.
- Receive and respond to inquiries and provide complex technical
information through various communication mediums, documenting
trends and recommending procedural improvements to unit
- Collaborate with IT leadership to continuously improve IT
customer support initiatives and business processes.
- Collect and provide data/reports related to KPIs and trends to
- Work with the Strategic Services Manager to establish the Help
Desk as a trusted communication hub for IT information and service
- Other duties as assigned.
UW-Whitewater is a thriving public university located in
southeastern Wisconsin. It leads the way in providing world-class,
affordable higher education programs to more students than
neighboring regional comprehensives in the University of Wisconsin
System. A collaborative team of 1,300 faculty and staff are devoted
to the success of the university's 11,000 students at its main and
Rock County campuses. The team provides high-impact practices and
academic programs - online and in person - from associate to
doctoral levels. Recognized nationally for affordability,
inclusion, and career development, UWW has approximately one-third
first-generation students and boasts strength in many areas,
especially business and education. The campus and community embrace
the Warhawk Family spirit, supporting the university's arts and
nationally recognized NCAA Division-III level championship
athletics. As a proud institution of access, more than 10 percent
of undergraduate students use the acclaimed Center for Students
with Disabilities - a priority mission since the 1970s .
UW-Whitewater's campuses are located centrally near Milwaukee,
Madison, and Chicago, offering easy access to the cultural and
commercial opportunities of major metropolitan areas. Near both
Lake Geneva and the Wisconsin Dells, the area attracts numerous
visitors from across the country. Whitewater is a vibrant college
community near the Kettle Moraine State Forest offering area
residents seasonal outdoor enjoyment. The nearby Rock County campus
is located in Janesville, a town of 60,000 located on the Rock
River and known as Wisconsin's Park Place.
The University of Wisconsin-Whitewater is an Equal Opportunity
and Affirmative Action Employer, and actively seeks and encourages
applications from women, people of color, persons with
disabilities, and veterans.
The University of Wisconsin-Whitewater is part of the 13-campus
University of Wisconsin System ( https://www.wisconsin.edu
Wisconsin Statute 19.36(7)(b) provides that applicants may indicate
in writing that their identity should be kept confidential. In
response to a public records request, the University will not
reveal the identities of applicants who request confidentiality in
writing, except that the identity of the successful final candidate
will be released. See Wisconsin Statute 19.36(7)(a).
Per Regent Policy Document 20-19, University of Wisconsin System
Criminal Background Check Policy and UW System Administrative
Policy 1275 Recruitment Policies, UW-Whitewater requires criminal
background checks as a contingency to employment. A criminal
background check will be conducted prior to an offer of employment.
All final candidates must be asked, prior to hire, whether they
have been found to have engaged in, are currently under
investigation for, or left employment during an active
investigation in which they were accused of sexual violence or
sexual harassment. When obtaining employment reference checks,
these same sexual violence or sexual harassment questions must also
The University of Wisconsin-Whitewater requires that all employees
be active participants in following applicable safety rules and
regulations including necessary training and drills.
For UW-Whitewater Campus safety information and crime
statistics/annual Security Report, see
Annual Security and Fire Safety Report
. If you would like a
paper copy of the report please contact the UW-Whitewater Police at
COMPENSATION AND BENEFITS:
Well-qualified candidates can expect a starting annual salary
within a range of $48,000-$55,000.
UW System employees receive an excellent benefit package. To learn
more about the UW System's comprehensive benefit package, review
the UW System Employee Benefits Brochure
CONDITIONS OF APPOINTMENT:
University of Wisconsin-Whitewater does not offer H-1B or other
work authorization visa sponsorship for this position. Candidates
must be legally authorized to work in the United States at the time
of hire and maintain work authorization throughout the employment
term. If you have questions regarding this, please contact Human
Resources. UW-Whitewater is not an e-verify employer, therefore
STEM extensions are not options for work authorization.
TO ENSURE CONSIDERATION:
Applications received by December 17, 2023
are ensured full
consideration. Applications received after that date may be given
consideration at the discretion of the search committee. The most
qualified applicants will be invited to participate in the next
step of the selection process.
If you have questions regarding this recruitment or if you are
unable to complete the application online due to a disability or
system problem, please contact us at (262) 472-1024 or firstname.lastname@example.org
For questions regarding this position, please contact:
application packages will be considered. This
includes online submission of the following documents:
This Job ID is 20383.
- Cover Letter
- Name and contact information for three professional
A potential applicant who is NOT currently employed by the
University of Wisconsin System, click here:
UW-Whitewater External Applicants
A current employee of the University of Wisconsin System, click
UW-Whitewater Internal Applicants
Before you get started with the online application process, we
recommend you preview the frequently asked questions (FAQs) by
selecting the link below.