Human Resources Services & Solutions Supervisor

Colorado State University; United States; On-site; USD 75,000 - 85,000; Full time

Job summary

Colorado State University is seeking a HR Services and Solutions Supervisor to lead the HR Service team and oversee Workday Help, walk-ins, phone, and email inquiries. The role ensures timely handling of Tier 1 and Tier 2 HR processes with adherence to established policies and quality standards.

Reporting to the Director, Shared Services, you will coach staff, monitor performance, and coordinate cross-team referrals.

Qualifications

• Bachelor's degree in HR, business, or related field or equivalent combination of education and HR experience equal to 4 years.
• 3+ years of progressive HR experience, including HR operations, employee services center, HR support, or generalist responsibilities.
• Strong written and oral communication skills, attention to detail, critical thinking, analytical and problem-solving abilities.

Responsibilities

• Supervise, coach, and evaluate HR Service team members; assign work, coordinate coverage and training, and monitor performance against established service standards.
• Lead coordination of daily intake across Workday Help, walk-ins, phone, and email; prioritize workloads, monitor backlogs and response deadlines, and provide in-office support for staff and walk-in services.
• Apply triage, categorization, and routing procedures to Tier 1 and Tier 2 inquiries; support first-contact resolution and coordinate handoffs to the appropriate HR team.
• Resolve escalated service inquiries and operational issues using HR policies; refer policy exceptions and sensitive matters to the Director or appropriate HR partner.
• Coordinate and perform assigned employee and retiree processes, including benefits enrollment, I-9 and E-Verify, visa expiration follow-up, employment verifications, unemployment claims, retirement service reporting, and records audits.

Skills

HR operations

Staff supervision

Communication

Problem-solving

Analytical thinking

Education

Bachelor's degree in HR or related field

Tools

Workday

HRIS

Job description

Position Summary

The HR Services and Solutions Supervisor supervises the daily work of CSU's HR Support and Solutions Center, providing centralized assistance to employees, retirees, and others through Workday Help, walk-ins, phone, and email. Reporting to the Director, Shared Services, the Supervisor assigns work, coaches HR Services Specialists, monitors service quality, and supports timely completion of Tier 1 and Tier 2 inquiries and assigned HR processes. This hands-on role applies established policies and procedures to resolve operational issues, coordinates referrals to Shared Services teams, Senior HR Business Partners, and Centers of Expertise, and escalates policy exceptions, sensitive concerns, and issues beyond delegated authority. At Colorado State University, the Division of Human Resources supports employees and leaders across the university throughout the employee experience. Our work helps CSU attract, develop, engage, and retain the people who advance the university’s mission of teaching, research, service, and extension. We are continuing to strengthen HR across CSU by building a more connected HR experience, creating greater clarity and consistency, growing our HR community, and evolving how we work to meet the university’s future needs. Learn more about the Division of Human Resources, our work, and the values that guide how we serve CSU at: https://hr.colostate.edu/about-hr/our-values/.

Application Deadline

This posting will be open until filled.

Job Duties

Team Leadership

Supervise, coach, and evaluate HR Service team members; assign work, coordinate coverage and training, and monitor performance against established service standards.

Lead coordination of daily intake across Workday Help, walk-ins, phone, and email; prioritize workloads, monitor backlogs and response deadlines, and provide regular in-office support for staff and walk-in services.

Service Delivery

Apply established triage, categorization, and routing procedures to Tier 1 and Tier 2 inquiries across HR functions; support first-contact resolution and coordinate timely handoffs to the appropriate HR team.

Resolve escalated service inquiries and operational issues using established HR policies and procedures; consult subject matter experts and refer policy exceptions, sensitive matters, and issues beyond delegated authority to the Director or appropriate HR partner.

Coordinate and perform assigned employee and retiree processes, including benefits enrollment and reporting, I-9 and E-Verify, visa expiration follow-up, employment verifications, unemployment claims, retirement service reporting, probation tracking, personnel records, audits, and CORA requests; maintain accurate documentation and applicable controls.

Workday Help

Perform and review assigned Workday transactions, including termination and retirement dates, contingent worker pre-hire creation and administration, and related employee lifecycle workflows; maintain current case records and monitor completion.

Maintain procedures, knowledge articles, and job aids with HR partners; analyze service metrics and recurring issues, recommend workflow and self-service improvements, and report results and concerns to the Director.

Other Duties

Other duties as assigned.

Conditions of Employment

Pre-employment Background Check (required for all new hires).

Minimum Qualifications

Bachelor's degree in HR, business, or a related field, or equivalent combination of education and Human Resources experience equal to 4 years. 3+ years of progressive HR experience, including HR operations, employee services center, HR support, or generalist responsibilities Strong written and oral communication skills, attention to detail, critical thinking, analytical, and problem-solving skills. Demonstrated commitment to delivering a positive, responsive, and courteous HR service experience.

Preferred Qualifications

Experience overseeing HR operations, employee lifecycle processes, or shared services in a complex organization, including supervisory experience. Experience with Workday or another enterprise HRIS, including HR business processes, workflow transactions, reporting, and data management showcased through metrics and service excellence. Experience interpreting and applying HR policies and procedures to resolve issues. Experience with employment eligibility processes, including Form I-9 and E-Verify.

Additional Information

For questions, please contact: Theda Johnson, [e-mail].

Salary Range

75000-85000

Required Application Documents

Cover Letter, Resume/CV

Please note, applicants may redact information from their application materials that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution.

Employee Benefits

Colorado State University is not just a workplace; it is a thriving community that’s transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact. Review our detailed benefits information here. Explore the additional perks of working at CSU here. For the total value of CSU benefits in addition to wages, use our compensation calculator. Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in!

Prospective Employees, click here to learn more about CSU's perks and purpose.

EEO

Colorado State University (CSU) provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Inspired by its land-grant heritage, Colorado State University is committed to excellence and engagement, setting the standard for public research universities in teaching, research, service and extension for the benefit of the citizens of Colorado, the United States, and the world.

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