User Support Supervisor

Universities of Wisconsin•Madison, WI

2d•Hybrid

About The Position

This User Support Supervisor will work with a team to provide support for multiple departments within the School of Medicine and Public Health (SMPH) while also providing strong leadership and operational oversight. This role will be a mixture of high-level IT support, managerial duties, and some project work. The chosen candidate will work with departmental leadership and IIT leadership to ensure the needs of the individual departments are met and in line with the standardization efforts of IIT. 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

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.
5+ years’ experience supporting a complex IT environment that includes multiple, diverse technologies and platforms.

Nice To Haves

Familiarity with Jira or comparable ITSM tools.
Experience supporting Linux.
Previous experience participating in or managing medium to large sized projects.
Experience in higher education, healthcare, research, or other regulated environments.
2+ years of supervisory or team lead experience

Responsibilities

Assists with technology budgets by working with departmental and IIT administration to determine the hardware needs for each fiscal year
Evaluates existing strategy and makes recommendations to information technology leadership for program enhancement
Develops, plans, and directs staff implementation of information technology
Creates and monitors the budget and approves expenditures
Identifies, proposes, and implements new or revised information technology operational policies and procedures
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
Serves as the subject matter expert to unit leadership regarding information technology operations and functions