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Job category:
Academic Staff
Employment type:
Regular
Job profile:
User Support Supervisor
Job summary:
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.
Key job responsibilities:
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Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services
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Guides the daily activities of an information technology staff by assigning work, evaluating performance, and developing documentation
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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
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Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
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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
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Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements
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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
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Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs
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Prepares and distributes reports on assigned unit's performance, recommending adjustments to operational procedures to improve the effectiveness of programs and services
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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
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Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
Department:
School of Medicine and Public Health, Office of Informatics and Information Technology, User Support Services.
The Office of Informatics and Information Technology in the UW School of Medicine and Public Health delivers reliable, high quality technology services in support of the school’s academic, clinical, research, and administrative missions. The Service Operations Supervisor provides leadership and operational oversight for the SMPH IT Service Desk, the primary Tier 1 point of contact serving approximately 10,000 faculty, staff, learners, clinicians, and affiliates. This role leads daily service desk operations across all intake channels, ensures consistent service delivery and effective escalation, and partners closely with Tier 2/3 teams and campus IT stakeholders. The position requires regular on site presence on the hospital campus, with partial remote work available. The ideal candidate is a service oriented leader who values operational excellence, performance accountability, and building a high performing, customer focused support team.
Compensation:
The starting salary for the position is $90,000 annually; but is negotiable based on experience and qualifications.
Employees in this position can expect to receive benefits such as generous vacation, holidays, and sick leave; competitive insurances and savings accounts; retirement benefits.
SMPH Faculty /Academic Staff Benefits Flyer 2026
Required qualifications:
- 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.
Preferred qualifications:
- 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.
Education:
Associate's degree preferred; focus in Information Technology, Computer Science, Business or related field preferred;
How to apply:
For the best experience completing your application, we recommend using Chrome or Firefox as your web browser.
To apply for this position, select either “I am a current employee” or “I am not a current employee” under Apply Now. You will then be prompted to upload your application materials.
Important: The application has only one attachment field. Upload the following documents in that field, either as a single combined file or as multiple files in the same upload area. Failure to submit the required documents will result in no longer being considered for the position.
- Cover letter (required)
- Resume
Your cover letter should address how your training and experience aligns with the required and preferred qualifications listed above. Application reviewers will rely on these written materials to determine which applicants move forward in the process. References will be requested from final candidates. All applicants will be notified once the search concludes and a candidate is selected.
University sponsorship is not available for this position, including transfers of sponsorship and TN visas. The selected applicant will be responsible for ensuring their continuous eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without the need of an employer sponsorship) on or before the effective date of appointment. This position is an ongoing position that will require continuous work eligibility and will require eligibility to work for the full duration of the appointment. If you are selected for this position, you must provide proof of work authorization and eligibility to work.
Contact information:
Cody Roekle, [email protected], 608-263-7676
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.
Institutional statement on diversity:
Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.
The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.
The University of Wisconsin-Madison is an Equal Opportunity Employer.
Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply.
To request a disability or pregnancy-related accommodation for any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR) in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.
Employment may require a criminal background check. It may also require your references to answer questions regarding misconduct, including sexual violence and sexual harassment.
The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).
The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.
