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IT Help Desk Supervisor
Job Group: Information Technology
Job Subgroup: IT User Support
Salary Range (Annual):
22: $53,700-109,670 Employee Category: Academic Staff
Job Code: IT048
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Job Summary:
Performs escalated technical troubleshooting cases, system upgrades, and training by leveraging documented procedures and experience and ensuring a high level of customer service. Develops and schedules operational work plans for information technology (IT) Help Desk Specialists and functional area staff to ensure that departmental standards and expectations are realized.
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Job Responsibilities:
- Troubleshoots and resolves escalated complex technical problems for various products and services independently
- Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures
- Documents inquiries and responses and recommends procedural improvements to unit leadership
- Develops operational procedures to improve customer satisfaction and promote efficiency
- Guides the daily activities of an information technology staff by assigning work, evaluating performance, and developing documentation
- 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
- Serves as the initial supervisor point of contact on escalated customer services requests or production issues
- 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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Education:
Associate's Degree Preferred Minimum
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FLSA Status:
Exempt
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Institution Job:
No
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Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees:
No
- Employee Category:
Academic Staff
- Scaled Job:
No
- Salary Range (Annual):
22: $53,700-109,670
- Job Code:
IT048: IT Help Desk Supervisor
- Link directly to this job title: https://hr.wisc.edu/standard-job-descriptions/?q=IT048