Help Desk Supervisor

Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.

Position Title:

Help Desk Supervisor

Job Category:

Academic Staff

Employment Type:

Terminal (Fixed Term)

Job Profile:

User Support Supervisor

Job Duties:

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 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: 715.232.2149.

Key Job Responsibilities:

Help Desk Supervisor

• 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

• Assure 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

• Help to 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

• Ability to define problems, establish facts, and draw valid conclusions

• Collect, analyze, and interpret data to solve problems requiring a high level of knowledge in a specific discipline
• Develop reporting to identify trends and patterns in a help desk environment
• 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

Support Student Laptop Program

• 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 the same through resolution

• Provide troubleshooting for hardware, software, or network problems that may occur on student laptops

• Participate in the maintenance of student laptop and laptop accessory inventories

• Participation in the student laptop deployment and return processes

• Contribute to the overall functionality of the student laptop project in the classroom through hardware, software and networking

• Participate In the 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 requested 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 customers problem using gained knowledge and/or contact the appropriate technician

• Perform callbacks when not busy with incoming calls to the help desk

• 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

Support of Campus Computers

• Communicate with faculty, students, and staff to ensure computing needs are addressed in a timely fashion

• Provide trouble shooting for hardware, software, or network problems that may occur 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

Miscellaneous activities and duties

• Maintain an awareness of campus initiatives and policies that support and affect computing and digital communications

• As a member of the Learning and Information Technology Department, participate as a team member in staff meetings, on special projects, and committees

• Discuss with supervisor and colleagues’ ideas for improving computer services

• As requested, or directed, conduct training sessions, either individually or with other LIT staff, for faculty and students on use of the various technologies

• Comply with recognized environmental health and safety practices

Department:

Client 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.

Compensation:

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.

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
• 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

Preferred 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
• Demonstrating experience supporting mobile devices
• Demonstrated knowledge of basic principles of classroom technology

How to Apply:

Complete applications received by end of day, July 27,2026 are ensured full consideration. Applications submitted after this time may be reviewed at the discretion of the search committee.

• To apply, click on the APPLY button or go to:

Required application materials:

Cover letter (* See below)

Resume

*Please use your cover letter to speak to each of the Required Qualifications for this position as listed above. For each required qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.

Applicants must complete all required fields and attach all required documents prior to submitting the online application.

Official transcripts may be required prior to an offer being extended.

Note: Once you have attached your materials and submitted your application, you will not be able to go into the system and change them.

Before starting the online application process, we recommend you preview the frequently asked questions (FAQs) available at:

It is the policy of UW-Stout Polytechnic to provide reasonable accommodation to qualified applicants with disabilities. If you need assistance or accommodation in applying because of a disability, please contact us using the information below. Employment opportunities will not be denied because of the need to make reasonable accommodation for a qualified individual with a disability.

Contact Information:

For questions regarding this position or recruitment, please contact:

Search Chair: David Ackley

Email: [email protected]

If you need assistance with the online application process or if you submitted your application prior to uploading the required application materials, please contact:

Search Coordinator: Lori Bergeron Sweitzer

Email: [email protected]

Guidelines to ensure consideration:

• Applicants must complete all required fields and attach all required application materials.

• Within your cover letter address each of the Minimum/Required Qualifications specified for this position. For each required qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.

It is the policy of UW-Stout Polytechnic to provide reasonable accommodation to qualified applicants with disabilities. If you need assistance, or accommodation in applying because of a disability, please contact us using the information below. Employment opportunities will not be denied because of the need to make reasonable accommodation for a qualified individual's disability.

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.

• Employee Benefits:

• To calculate the estimated value of your total compensation, use the Health & Retirement Contributions Estimator | Employee Benefits (wisconsin.edu)

Employment is contingent upon the final candidate’s completing a criminal background check and being cleared to work by the Human Resources Office. Employment is also contingent upon the final candidate passing reference checks and an essential job function test, as applicable. The reference check process includes asking the final candidates’ professional references questions regarding employee misconduct, sexual violence, and sexual harassment. Reference checks must be conducted at a minimum with three professional references, at least one of which must be a prior supervisor.

Final candidates with previous employment within the Universities of Wisconsin and State of WI agencies will be subject to additional reference checks.

In response to a public records request, the Universities of Wisconsin will not reveal the identities of applicants who request confidentiality in their online application, except that the identity of the successful final candidate will be released. See Wis. Stat. sec. 19.36(7).

UW-Stout Polytechnic is committed to providing safety and security of all members of our community in accordance with the Clery Act. For campus safety information and crime statistics visit:

UW 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 and UW System policies. We are committed to building a workforce that represents a variety of backgrounds, perspectives, and skills, and encourage all qualified individuals to apply.