Service Operations Supervisor

University of Wisconsin Madison•Madison, WI

12d•Hybrid

About The Position

The Service Operations Supervisor provides leadership and operational oversight of the School of Medicine and Public Health (SMPH) IT Service Desk, which serves as the primary point of contact for information technology support across the School of Medicine and Public Health at UW–Madison. The Service Desk supports approximately 10,000 faculty, staff, learners, researchers, clinicians, and affiliates across clinical, research, instructional, and administrative environments. This position may require some work to be performed in-person, onsite, at a designated campus work location. Some work may be performed remotely, at an offsite, non-campus work location.

Requirements

Experience leading an IT service desk or customer support operation serving a large, complex user population.
Knowledge of IT service management practices, workflows, and performance metrics, along with strong analytical, communication, interpersonal, and people‑management skills.
Ability to balance operational responsibilities with service‑improvement initiatives while working effectively with diverse stakeholders across academic, clinical, and research environments.

Nice To Haves

Progressive experience in IT support or service management, including supervisory responsibility.
Familiarity with JIRA Cloud or comparable service management frameworks.
Experience in higher education, healthcare, research, or other regulated environments.

Responsibilities

Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services
Guides the daily activities of an information technology staff by assigning work, evaluating performance, and developing documentation
Leads the daily operations of the SMPH IT Service Desk across all intake channels, ensuring it functions effectively as the Tier 1 point for intake, triage, and escalation.
Oversee SLAs, KPIs, and customer satisfaction, coordinate communication during major incidents, and identify trends to drive process improvements that increase first‑contact resolution and reduce demand
Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
Resolves or escalates personnel issues, makes recommendations on applicants after assessing the qualifications of potential new hires, and makes recommendations on the selection of applicants
Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements
Serves as the initial supervisor and point of contact on escalated customer services requests or production issues, either resolving or escalating the requests and issues
Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs
Prepares and distributes reports on assigned unit's performance, recommending adjustments to operational procedures to improve the effectiveness of programs and services
Serves as a key liaison between SMPH departments, users, and IT leadership to ensure a positive Service Desk experience; Works closely with Tier 2 and Tier 3 teams to support effective escalation and resolution, coordinates with central DoIT service owners to align processes, and partners with IT leadership to communicate service changes, maintenance, and support expectations
Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently