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User Support Supervisor
Job Group: Information Technology
Job Subgroup: IT User Support
Salary Range (Annual):
25: $70,100-143,330 Employee Category: Academic Staff
Job Code: IT052
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Job Summary:
Delivers strategically significant and highly specialized information technology (IT) support services to end users in support of institutional technology operation. Develops and schedules operational work plans for User Support Specialists and work unit staff to ensure that departmental standards and expectations are realized.
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Job Responsibilities:
- Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently
- Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
- 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 a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs
- 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
- 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 and point of contact on escalated customer services requests or production issues, either resolving or escalating the requests and 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):
25: $70,100-143,330
- Job Code:
IT052: User Support Supervisor
- Link directly to this job title: https://hr.wisc.edu/standard-job-descriptions/?q=IT052