Service Desk Supervisor

University of Wisconsin Hospitals and Clinics Authority•Madison, WI

50d•Hybrid

About The Position

Join the #1 hospital in Wisconsin! Help ensure the effective operation of the Service Desk team as they provide the highest quality of customer service to UW Health employees and patients. We are seeking a Service Desk Supervisor to: Lead daily operations of the Service Desk, including planning, organizing, assigning, and scheduling work to ensure appropriate coverage across phone and self-service channels. Guide and support staff in troubleshooting and resolving technical issues, promoting consistent and efficient service delivery. Coach, mentor, and develop team members to help them achieve individual and team goals. Monitor performance by reviewing calls and tickets, providing timely feedback, and identifying opportunities for process improvement. At UW Health, you will have: An excellent benefits package, including health and dental insurance, paid time off, retirement plans, two-week paid parental leave and adoption assistance. Options for a variety of schedules and shifts that offer flexibility and allow for work-life balance. Access to great resources through the UW Health Employee Wellbeing Department that supports your emotional, financial, and physical well-being. Tuition benefits eligibility - UW Health invests in your professional growth by helping pay for coursework associated with career advancement. The opportunity to earn a referral bonus for referring friends, former colleagues or others to apply for open, posted positions.

Requirements

Associate's Degree in Healthcare, Information Technology, Business, or related field Required
Two (2) years combination of relevant experience and education may be considered in lieu of degree
Demonstrated success in mentoring and coaching employees Required
Demonstrated success with implementing strategies to aid staff in meeting metrics and goals
Demonstrated success in effectively handling multiple issues simultaneously Required
Demonstrated success forming and sustaining collaborative, trusted-advisor relationships with stakeholders and IS colleagues Required
5 years of relevant experience in a health care setting

Nice To Haves

Bachelor's Degree or Master's degree in Healthcare, Information Technology, Business, or related field Preferred
Experience leading Tier 1 and Tier 2 support teams in a 24x7 health care setting Preferred
Experience supervising staff in Information Services Preferred
ITIL certification Preferred
Help Desk Institute Support Center Manager Preferred

Responsibilities

Lead daily operations of the Service Desk, including planning, organizing, assigning, and scheduling work to ensure appropriate coverage across phone and self-service channels.
Guide and support staff in troubleshooting and resolving technical issues, promoting consistent and efficient service delivery.
Coach, mentor, and develop team members to help them achieve individual and team goals.
Monitor performance by reviewing calls and tickets, providing timely feedback, and identifying opportunities for process improvement.

Benefits

health and dental insurance
paid time off
retirement plans
two-week paid parental leave
adoption assistance
Options for a variety of schedules and shifts that offer flexibility and allow for work-life balance.
Access to great resources through the UW Health Employee Wellbeing Department that supports your emotional, financial, and physical well-being.
Tuition benefits eligibility - UW Health invests in your professional growth by helping pay for coursework associated with career advancement.
The opportunity to earn a referral bonus for referring friends, former colleagues or others to apply for open, posted positions.

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