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IT Help Desk Supervisor - 20383

Employer
University of Wisconsin-Whitewater
Location
Wisconsin, United States
Salary
Salary Not Specified
Start date
Dec 4, 2023


ATTENTION:

Information Technology Services (ITS) at the University of Wisconsin-Whitewater is seeking an IT Help Desk Supervisor (IT Helpdesk Supervisor, IT048).

JOB DETAILS:

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 waiting for!

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 and efficiently.

QUALIFICATIONS:

Minimum Qualifications:
  • 2 years of experience in customer service-focused industry.
  • 1 year of experience supervising others.
  • Strong written and verbal communication skills.
  • Demonstrated ability to learn new skills in a rapidly evolving environment.
  • 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.
Preferred Qualifications:
  • 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.
Knowledge, Skills, and Abilities:
  • 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.
RESPONSIBILITIES:
  • 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 leadership.
  • 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 IT leadership.
  • Work with the Strategic Services Manager to establish the Help Desk as a trusted communication hub for IT information and service delivery.
  • Other duties as assigned.
CAMPUS INFORMATION:

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.

ORGANIZATION INFORMATION:

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 be asked.

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 262-472-4660.

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 hrstudent@uww.edu .

For questions regarding this position, please contact:

Katie Kowalkiewicz

Administrative Manager

262-472-7794

kowalkik@uww.edu

TO APPLY:

Only complete application packages will be considered. This includes online submission of the following documents:
  • Cover Letter
  • Resume
  • Name and contact information for three professional references
This Job ID is 20383.

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 here:

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.

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