"General Desktop Support Manager"

Job Summary

Departmental Support (DS) is a group within the Division of Information Technology (DoIT) at the University of Wisconsin–Madison. Our team provides flexible and cost-effective IT support and services for departments and organizations at UW–‍Madison. Our staff also support short and long-term technical projects to meet the diverse and growing needs of campus.

This position provides operational and supervisory leadership for the 13+ technicians in the General Desktop Support (GDS) team within Departmental Support. The GDS team is one of 3 verticals in DS. This role is a significant member of the DS leadership team to guide team members in developing and maintaining healthy team dynamics, service delivery best practices, and serves as a liaison for the numerous departments we support on campus.

As the GDS Manager, you will oversee technical staff who work with campus customers to assist in the planning, deployment, and support of Windows and Mac endpoints, network administration, and other IT related activities. Technical staff are involved with resolving customer issues, maintaining computer inventories, documenting work within an incident management system, deploying new and replacement systems, and leading small to medium sized projects which are initiated by both operational and customers needs.

A person successful in this role has experience guiding a team through change, is able to lead small to medium sized projects, and can navigate shifting priorities that come with providing services at scale.

Responsibilities include:

• General supervisory functions articulated by the Divisional Human Resources Department and the campus Office of Human Resources.
• Coaching, guiding and leading individuals in everyday activities, long and short term goals, career objectives, performance management, and growth opportunities.
• Participation in the group and department's leadership teams, to foster organizational health and improvement.
• Knowledge and understanding of the campus landscape to help manage customer communication and be a central point of contact for issue escalation.
• Using project management capabilities to guide teams through small and medium projects or initiatives.
• Aligning team activities with the department’s overall objectives and service roadmap
• Service fulfillment activities and maintaining service level agreements
• Synthesizing information across multiple areas to build connections or themes.
• Evaluation of requests based on services provided through a memorandum of understanding (MOU) agreement with customers

The candidate selected for this position may perform a combination of on-site and remote work subject to an approved remote work agreement (RWA) agreement, which is reviewed and approved annually. Remote work requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer. Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee. Expectations for this position is to be onsite 4 days per week.

The Division of Information Technology (DoIT) is an exciting and dynamic work environment grounded in organizational principles that include family and personal life/work balance; an inclusive, respectful, and supportive work environment; professional development opportunities; innovation; and alignment with the campus's teaching, learning, and research missions. DoIT provides core IT infrastructure services to the university, develops and implements services for the university and in some cases, for the Universities of Wisconsin, plays a major role in managing the state-wide higher education network and regional networks.

Key Job Responsibilities

• Evaluates existing strategy and makes recommendations to information technology leadership for program enhancement
• Develops, plans, and directs staff implementation of information technology serving the institution
• Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees
• Participation in employee development activities, both assigned and self-initiated
• Serves as the subject matter expert to unit leadership regarding information technology operations and functions
• Identifies, proposes, and implements new or revised information technology operational policies and procedures impacting the institution

Department

Division of Information Technology, User Services, Departmental Support

User Services is a unit within DoIT and offers client-centered services to support the academic, administrative, and research needs of the campus community. We provide a wide range of consultation and user support services for campus clients through our Help Desk, InfoLabs, Product Management and Departmental Support services. We also provide and support enterprise Software as a Service (SaaS) applications to enable and enhance collaboration and communications among the UW–campus community.

The Division of Information Technology (DoIT) Departmental Support team serves the administrative, academic, and research technology support needs of students, departments, and faculty/staff on the UW Madison campus. UW-Madison consists of 13 schools and colleges, over 24,000 faculty/staff, a student enrollment of over 45,000, and over $1.3B in annual research expenditures. The atmosphere on campus is vibrant contributing to an exciting working environment where collaboration and learning are encouraged. Departmental Support provides technology solutions for a wide variety of technology-driven devices, services, and solutions. In a typical year, more than 100 unique departments receive support from DoIT Departmental Support. All the services provided by Departmental Support are found on this service page Departmental Support - UW–⁠Madison Information Technology

Compensation

Starting salary will be based on experience and qualifications. Well qualified applicants can expect to earn between $105,000 - $115,000, with final salary based on experience and qualifications.

Required Qualifications

• Prior supervisory experience leading or managing staff including setting clear goals, conducting performance reviews, and providing professional development opportunities.
• Demonstrated ability to work with a variety of stakeholders to identify requirements, and deliver solid and sustainable technical solutions requiring strong problem solving skills.
• Demonstrated ability in using data analysis to improve team and workflow processes that inform or align with strategic decisions
• Professional experience in an environment that practices formal IT service delivery.
• Experience leading small to medium sized projects from intake through closure.

Preferred Qualifications

• Demonstrated experience using agile project management methodologies such has Kanban or Scrum.
• Prior experience delivering or overseeing the delivery of end user technical support in a large distributed organization

Education

Bachelor's Degree Preferred Minimum

How to Apply

Click on the "Apply” button to start the application process.

You will be prompted to upload the following documents:

• Resume
• Letter of Qualifications

Applicants should attach a letter of qualifications and resume detailing their training and experience relating to the required and preferred qualifications referenced above. The application reviewers will be relying on written application materials to determine which qualified applicants will advance in the recruitment process.

Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment. University sponsorship is not available for this position.