General Desktop Support Manager

University of Wisconsin Madison•Madison, WI

2d•Hybrid

About The Position

Departmental Support (DS) is a group within the Division of Information Technology (DoIT) at the University of Wisconsin–Madison, providing flexible and cost-effective IT support and services for departments and organizations, as well as supporting short and long-term technical projects. This position reports to the DS associate director and provides operational and supervisory leadership for 13+ technicians in the General Desktop Support (GDS) team within DS, and is a member of the DS leadership group. The GDS team is one of 3 verticals in DS and is responsible for the Departmental Tech Support (DTS) service, which provides general IT and end user support to approximately 60 campus units and over 6000 employees. 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. You will also be developing and maintaining healthy team dynamics, enhancing service delivery best practices, and serve as a liaison for the numerous departments we support on campus. The role seeks an individual to lead with a focus on cultural leadership, performance & accountability management, operational consistency, process maturity, and talent advocacy & professional growth. 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, and plays a major role in managing the state-wide higher education network and regional networks. User Services, a unit within DoIT, offers client-centered services to support the academic, administrative, and research needs of the campus community through various services including the Help Desk, InfoLabs, Product Management and Departmental Support services. The University of Wisconsin-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, fostering a vibrant and collaborative working environment.

Requirements

Experience identifying challenges and implementing systemic process improvements including the use of objectives and key results (OKRs).
Demonstrated ability to use data analysis to improve team workflows and processes that align with departmental strategic decisions.
Prior supervisory experience establishing, communicating, and enforcing clear performance standards.
Demonstrated experience managing daily operations in a high-volume environment.

Nice To Haves

Professional experience in an environment that practices formal IT service delivery.
Demonstrated experience working with a variety of stakeholders to identify requirements and deliver sustainable technical solutions using strong analytical skills.
Bachelor's Degree

Responsibilities

Execute general supervisory functions as defined by Divisional and the Office of Human Resources.
Coach and guide staff on daily activities, career objectives, and growth opportunities while managing performance and accountability.
Aligning people to the values of the institution.
Represent the team within departmental leadership groups to ensure team activities and technical deployments align with the broader organizational strategy and service roadmap.
Utilize knowledge of the campus landscape to manage customer communications and serve as a central point of contact for issue escalation.
Lead team-based projects to ensure the delivery of sustainable, high-quality technical solutions for campus partners.
Map team activities with the department’s overall objectives and service roadmap.
Oversee service fulfillment and analyze metrics to identify and eliminate systemic bottlenecks in team workflows.
Evaluate service requests based on Memorandum of Understanding (MOU) agreements to ensure balanced and sustainable support delivery.
Identifies, proposes, and implements new or revised information technology operational policies and procedures impacting the institution.
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.
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.
Develops, plans, and directs staff implementation of information technology serving the institution.
Evaluates existing strategy and makes recommendations to information technology leadership for program enhancement.