Help Desk Supervisor

Help Desk SupervisorUnder 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: .Key Job ResponsibilitiesHelp Desk SupervisorServe as the supervisor point of contact on escalated customer services requestsGuide the daily activities of student support workersMentor, train and lead a team of student support workers and assist them in their day-to-day support of our clients and application systemsEstablish policies and procedures which ensure consistently high service performance, monitor employee satisfaction, with feedback to develop improved processesAssure 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 DirectorHelp to create a team environment based on trust, open communication, creative thinking, and cohesive team effortRecognize and celebrate team and team member accomplishments and exceptional performance. Report those accomplishments to the CTS DirectorMonitor team and individual performance and report any problems to the CTS DirectorPerform with a high level of analytical ability and strong attention to detailEvaluate, analyze, and document trends; if necessary, implement corrective actionsAbility to define problems, establish facts, and draw valid conclusionsCollect, analyze, and interpret data to solve problems requiring a high level of knowledge in a specific disciplineDevelop reporting to identify trends and patterns in a help desk environmentTroubleshoot problems, assess risks, create contingency plans, and adjust schedules accordinglyEscalate issues to the CTS Director which cannot be resolved by the teamContinual improvement of the Technology Helpdesk, QA, and PC Repair areasSupport Student Laptop ProgramEnsure customer satisfaction by responding to calls to the Technology HelpdeskAct as front-line phone support technician during scheduled shiftsLog all customer questions and problems and track the same through resolutionProvide troubleshooting for hardware, software, or network problems that may occur on student laptopsParticipate in the maintenance of student laptop and laptop accessory inventoriesParticipation in the student laptop deployment and return processesContribute to the overall functionality of the student laptop project in the classroom through hardware, software and networkingParticipate In the planning of laptop images for use on student laptopsProvide expertise on the installation and maintenance of software specific to the student laptop programUtilize existing databases and aid in the development of data applications used in the tracking of laptop dataProvide requested laptop data to business, purchasing and finance departments in support of laptop deployments and purchase ordersProvide professional assistance when working on a solution for the customers problem using gained knowledge and/or contact the appropriate technicianPerform callbacks when not busy with incoming calls to the help deskAdhere to published helpdesk proceduresAssist student staff and provide professional guidance regarding the student laptop programRespond to emails, phone calls, and self-service requests related to the student laptop programSupport of Campus ComputersCommunicate with faculty, students, and staff to ensure computing needs are addressed in a timely fashionProvide trouble shooting for hardware, software, or network problems that may occur on campus provided computersProvide problem diagnosis and resolution for operating system, utilities, security, backup/restore and campus-supported softwareEvaluate new hardware and software and make recommendationsConsult with faculty and staff on the implementation of new technologyParticipate in the purchasing process by meeting with faculty and staff, consulting on the purchase of appropriate hardware and completing forms as neededProvide technical support and training in the use of campus-supported softwareProvide assistance, training, and support for the use of printers and other peripheralsUnderstand, practice, convey, and advocate for common information security practicesEnsure compliance with and educate users on software, copyright and licensing agreementsMiscellaneous activities and dutiesMaintain an awareness of campus initiatives and policies that support and affect computing and digital communicationsAs a member of the Learning and Information Technology Department, participate as a team member in staff meetings, on special projects, and committeesDiscuss with supervisor and colleagues' ideas for improving computer servicesAs requested, or directed, conduct training sessions, either individually or with other LIT staff, for faculty and students on use of the various technologiesComply with recognized environmental health and safety practicesDepartmentClient 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.CompensationCompetitive 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 QualificationsAssociate degree in information technology, Computer Science, Business Administration, or equivalent experienceStrong customer service orientationDemonstrated organizational skillsDemonstrated interpersonal and communication skillsDemonstrated troubleshooting techniquesDemonstrated knowledge of technologies related to personal computer systemsDemonstrated experience operating In a Mac or Windows environmentDemonstrated experience identifying trends and patterns to technology issuesDemonstrated knowledge of techniques used to establish and maintain effective working relationships with staff and customersDemonstrated knowledge of a Service Desk Ticketing systemPreferred QualificationsBachelor's degree in Information Technology, Computer Science, Business Administration or related fieldThree or more years of technical environment experienceDemonstrated experience supervising or managing a technology help deskExperience in higher educationDemonstrated knowledge of Microsoft products, included but not limited to Office 365Demonstrating experience supporting mobile devicesDemonstrated knowledge of basic principles of classroom technology