Help Desk Supervisor

The Chronicle Of Higher Education, Inc.; Menomonie (WI); On-site; USD 67,000 - 77,050; Full time

Job summary

University of Wisconsin–Stout is seeking a Help Desk Supervisor to lead the Client Technology Services team in delivering high‑quality hardware, software, and networking support for faculty, staff, and students. This on‑site role focuses on coordinating student workers, monitoring ticket queues, and guiding service improvements.

The position requires strong customer service, organization, and troubleshooting skills, with experience supervising a technology help desk in higher education or

Qualifications

• Associate degree or equivalent experience required.
• Experience with IT support in a higher education or corporate environment.

Responsibilities

• Supervise the Help Desk team and escalated requests to ensure timely service to campus users.
• Mentor, train, and lead student support workers in day-to-day customer support.
• Develop and enforce policies to improve service performance and trainee development.
• Collaborate with CTS Director and faculty to maintain operation of campus computer systems.

Skills

Customer service

Organizational skills

Interpersonal communication

Troubleshooting

IT knowledge

Mac/Windows experience

Service Desk experience

Team supervision

Education

Associate degree in Information Technology or equivalent

Bachelor's degree in Information Technology/CS/Business Administration or related field

Tools

Ticketing system

Microsoft Office 365

Job description

Job Overview

Position Title: Help Desk Supervisor

Job Category: Academic Staff

Employment Type: Terminal (Fixed Term)

Job Profile: User Support Supervisor

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 installation of campus computers, problem diagnosis and resolution, maintenance of Stout inventories and consultation on computer‑related technologies.

This position 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, coordinating helpdesk team meetings, and monitoring team and individual performance.

This role works closely with faculty and staff across the institution. On‑site, campus‑based activities are required.

Key Responsibilities

• Serve as the supervisor point of contact on escalated customer service 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 clients and application systems
• Establish policies and procedures to ensure consistently high service performance, monitor employee satisfaction, and provide feedback to develop improved processes
• Assure that team members have the necessary education and training to participate effectively 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 member accomplishments and exceptional performance and report those 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; implement corrective actions as necessary
• Define problems, establish facts, and draw valid conclusions
• Collect, analyze, and interpret data to solve problems requiring high level knowledge in a specific discipline
• Develop reporting to identify trends and patterns in a helpdesk environment
• Troubleshoot problems, assess risks, create contingency plans, and adjust schedules accordingly
• Escalate issues to the CTS Director that cannot be resolved by the team
• Continual improvement of the Technology Helpdesk, QA, and PC Repair areas
• 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 them through resolution
• Provide troubleshooting for hardware, software, or network problems on student laptops
• Participate in the maintenance of student laptop and laptop accessory inventories
• Participate in student laptop deployment and return processes
• Contribute to the overall functionality of the student laptop program in the classroom through hardware, software, and networking
• Participate in 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 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 customer’s problem using gained knowledge and/or contact the appropriate technician
• Perform callbacks when not busy with incoming calls to the helpdesk
• 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
• Communicate with faculty, students, and staff to ensure computing needs are addressed in a timely fashion
• Provide troubleshooting for hardware, software, or network problems 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, copyright, and licensing agreements
• Maintain awareness of campus initiatives and policies that support and affect computing and digital communications
• Participate as a member of the Learning and Information Technology Department in staff meetings, special projects, and committees
• Discuss ideas for improving computer services with supervisor and colleagues
• Conduct training sessions, individually or with other LIT staff, for faculty and students on use of various technologies
• Comply with recognized environmental health and safety practices

Required Qualifications

• 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
• 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
• Experience with a Service Desk Ticketing system

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field
• Three or more years of technical environment experience
• Experience supervising or managing a technology help desk
• Experience in higher education
• Knowledge of Microsoft products, including but not limited to Office 365
• Experience supporting mobile devices
• Knowledge of basic principles of classroom technology

Compensation and Benefits

Competitive salary commensurate with qualifications and experience. The salary range for this position is $67,000. The University of Wisconsin provides an excellent benefits package, including participation in the Wisconsin State retirement plan.

Equal Opportunity Employer Statement

The University of Wisconsin is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, status as a protected veteran, or any other bases protected by applicable federal or state law.