Help Desk Supervisor
About the role
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.
Responsibilities
- 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
- Affirm 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
- 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
- Collect, analyze, and interpret data to solve problems requiring a high level of knowledge in a specific discipline
- 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
Requirements
- Associate degree in information technology, Computer Science, Business Administration, or equivalent experience
- Strong customer service orientation
- Demonstrated organizational skills
- Demonstrated interpersonal and communication skills
- Demonstrated troubleshooting techniques
- Demonstrated knowledge of technologies related to personal computer systems
- Demonstrated experience operating In a Mac or Windows environment
- Demonstrated experience identifying trends and patterns to technology issues
- Demonstrated knowledge of techniques used to establish and maintain effective working relationships with staff and customers
- Demonstrated knowledge of a Service Desk Ticketing system
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Administration or related field
- Three or more years of technical environment experience
- Demonstrated experience supervising or managing a technology help desk
- Experience in higher education
- Demonstrated knowledge of Microsoft products, included but not limited to Office 365
- Demonstrated experience supporting mobile devices
- Demonstrated knowledge of basic principles of classroom technology
Skills
- Customer service orientation
- Organizational skills
- Interpersonal and communication skills
- Problem-solving techniques
- Knowledge of technologies related to personal computer systems
- Experience operating in a Mac or Windows environment
- Experience identifying trends and patterns to technology issues
- Knowledge of techniques used to establish and maintain effective working relationships with staff and customers
- Knowledge of a Service Desk Ticketing system
- Supervisory experience
- Experience in higher education
- Knowledge of Microsoft products, including Office 365
- Supporting mobile devices
- Knowledge of basic principles of classroom technology
Benefits
Competitive 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.
Pay
Competitive salary commensurate with the qualifications and experience. The salary range for this position at UW-Stout is $67,000.
Schedule
N/A