Help Desk Supervisor - Academic Technology Services

University of Wyoming • Laramie, WY

1d • Onsite

About The Position

The Help Desk Supervisor provides shared leadership for the IT Help Desk call center, overseeing day-to-day operations to ensure timely, high-quality level-one and level-two technical support for campus users. Working in close partnership with the other Help Desk Supervisor, this position ensures consistent operational standards, unified supervision, and effective service delivery. The role is responsible for supervising staff, enforcing support procedures, coordinating service desk operations, and fostering a collaborative, learning-focused team environment that supports professional growth and exceptional customer service.

Requirements

• Bachelor's degree or equivalent combination of education and experience
• At least 3 years of experience in technical support and service.

Nice To Haves

• Experience in supervision of technical support staff is preferred.
• Track record of building and maintaining a high-performing student employee team culture that encourages knowledge-sharing, individual growth, and collective ownership of outcomes, with demonstrated success in student employee retention and contribution to recruitment efforts.

Responsibilities

• Supervise Help Desk operations by overseeing daily call center activities, monitoring workload distribution, ticket resolution, and service outcomes to ensure efficient delivery of level-one and level-two technical support and high customer satisfaction. Coordinate supervisory responsibilities with the Help Desk Co-Supervisor to ensure consistent expectations, aligned priorities, and cohesive leadership.
• Provide direct customer support and escalation management by serving as an active member of the Help Desk team, handling calls and support tickets as needed, and jointly functioning with the co-supervisor as an escalation point for complex technical issues. Ensure appropriate escalation to other IT teams when resolution exceeds Help Desk scope.
• Manage service delivery and support workflows by ensuring all service requests and incidents are properly logged, categorized, assigned, tracked, escalated, and resolved through the ticketing system. Collaborate with the co-supervisor to enforce best practices, service level standards, first-call resolution principles, and consistent customer experience.
• Coordinate staffing and scheduling in partnership with the co-supervisor to maintain appropriate service coverage, adjust staffing levels based on demand, and ensure operational continuity during peak periods and fluctuations in service volume.
• Lead team development and culture-building by training and guiding staff in technical troubleshooting, customer service excellence, and quality assurance standards. Foster a positive, inclusive team culture that promotes learning, collaboration, professional growth, and employee engagement, in alignment with the co-supervisor.
• Establish and maintain operational standards by defining, implementing, and continuously improving best practices for call handling, ticket management, technical support delivery, and quality assurance processes to ensure consistency and reliability across Help Desk operations.
• Monitor performance and drive continuous improvement by tracking and analyzing key performance indicators (e.g., ticket volume, resolution times, escalation trends, customer satisfaction) and using data insights, in collaboration with the co-supervisor, to enhance service delivery and operational effectiveness.
• Manage knowledge resources by maintaining and updating the Help Desk knowledge base, creating and revising documentation to reflect new technologies and procedures, and ensuring recurring and complex issues are documented to support consistent, efficient resolution and staff development.

Benefits

• Generous Retirement Contributions: The State contributes 14.94% of your gross salary, and you contribute 3.68%, totaling 18.62% toward your retirement plan.
• Exceptional Health & Prescription Coverage: Enjoy access to medical, dental, and vision insurance with competitive employer contributions, that include 4 deductible options to suit your needs
• Paid Time Off: Benefit from ample vacation, sick leave, paid holidays, and paid winter closure.
• Tuition Waiver: Employees and eligible dependents can take advantage of tuition waivers, supporting continuous education and professional growth.
• Wellness and Employee Assistance Programs: Stay healthy with wellness initiatives, counseling services, and mental health resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees