Desktop Support Supervisor

The Desktop Support Supervisor is responsible for the daily management and oversight of the desktop support team within a complex computing environment encompassing hardware, software, printing, peripheral devices, events, and classroom support, for the Ross Complex and State Street locations. As a subject matter expert and supervisor of the daily support, this role requires hands-on technical expertise with planning, reporting, operational efficiencies, and service excellence. You will report directly to the Director of Support Services.

The Stephen M. Ross School of Business at the University of Michigan is a diverse learning community grounded in the principle that business can be an extraordinary vehicle for positive change in today's dynamic global economy. The Ross School of Business aims to build a better world through business. Through our powerful ideas, purpose-driven leaders, and positive impact, we empower business leaders to improve the world. Learn more about Ross HERE.

This role is hybrid with regular on-site expectations in Ann Arbor, MI. You may work on-call hours. You will work during early mornings, nights, or weekends. For a full job description, see the link here. For questions about this role, email RossHRRecruiting@umich.edu.

Please note: To be considered for this position, candidates must be legally authorized to work in the United States. Ross School of Business does not offer visa sponsorship for this position.

• Support Supervisor
• Manage daily desktop support operations, including scheduling, resource allocation, classroom support, and outage response.
• Lead personnel activities: hiring, onboarding, training, performance evaluation, timekeeping, and employee relations.
• Responsible for projects, procurement, inventory, and installations to meet organizational standards.
• Ensures adherence to established processes and drives service continuity and improvements through data-driven decision-making.
• Serve as an escalation point for complex issues, ensuring continuity, guidance, and successful outcomes.
• Develop policies and strategies to enhance services while coaching and developing staff.
• Technical Support
• Direct installations, upgrades, maintenance, and troubleshooting of hardware, software, and peripherals.
• Guide staff in providing AV and technology support for classrooms, events, and user requests.
• Act as liaison between end-users and IT, resolving complex issues and ensuring satisfaction.
• Research and recommend technology solutions to improve performance, security, and user experience.
• Communicate progress with stakeholders and collaborate with IT teams on escalations and outages.
• Service Improvement
• Maintain documentation of processes, procedures, and solutions to ensure consistency and compliance.
• Represent desktop support on technology committees and cross-functional projects.
• Lead service improvement initiatives and optimize workflows using data-driven analysis and best practices.
• Align services with evolving business needs and long-term IT goals.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent combination of education and at least 1 year of supervisory or management experience with proven ability to recruit and retain talent, mentor staff, support career growth, manage performance, and foster a collaborative, high-performing team environment.
• Experience supporting Windows, Mac OS, iOS, mobile platforms, business-critical software, network infrastructure, printing, peripherals, and remote technologies.
• Proven analytical, problem-solving, and detail-oriented skills, with high critical thinking ability.
• Strong background in requirements gathering, documentation, and process analysis.
• Demonstrable project management skills and experience contributing to or leading project teams.
• Flexibility to work hours that align with customer and operational demands.
• ITIL Foundations certification or demonstrated equivalent.

Salary Information: The posting range for this position is $81,900 to $105,800. This posting range reflects multiple factors involved in determining compensation, such as skills, experience, training, certifications, and other organizational needs. At Ross, it is not common for new hires to be offered a salary at the upper end of the range. Compensation decisions are based on the details of each situation.