General Desktop Support Manager

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Job Profile:

Job Summary:

Departmental Support (DS) is a group within the Division of Information Technology (DoIT) at the University of WisconsinMadison. Our team provides flexible and cost-effective IT support and services for departments and organizations at UWMadison. 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 departments 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 departments 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 campuss 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

• Developsplans and directs staff implementation of information technologyserving 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 UWcampus 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 24000 faculty/staff a student enrollment of over 45000 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 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 - UWMadison Information Technology

Compensation:

Starting salary will be based on experience and qualifications. Well qualified applicants can expect to earn between $105000 - $115000 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:

Bachelors 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 qualificationsand resume detailing their training and experience relating to the required and preferred qualifications referencedabove. The application reviewers will be relying on written application materials to determine which qualified applicants willadvance 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.

Contact Information:

DoIT Human Resources

Relay Access (WTRS): 7-1-1. SeeRELAYSERVICEfor further information.

Institutional Statement on Diversity:

Diversity is a source of strength creativity and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity culture background experience status abilities and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching research outreach and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students faculty and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus please visit:Diversity and Inclusion

The University of Wisconsin-Madison is an Equal OpportunityEmployer.

Qualified applicants will receive consideration for employment without regard to including but not limited to race color religion sex sexual orientation national origin age pregnancy disability or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgroundsand encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings click here.

To request a disability or pregnancy-related accommodationfor any step in the hiring process (e.g. application interview pre-employment testing etc.) please contact the Divisional Disability Representative (DDR)in the division you are applying make your request as soon as possible to help the university respond most effectively to you.