Help Desk Supervisor

The Help Desk Supervisor oversees the UW-Stout CTS Help Desk, directing student staff, the student laptop program, and campus hardware and software support.

Responsibilities

• Act as the primary supervisor for escalated customer support requests
• Direct the daily activities of student support staff
• Mentor and lead student support workers, providing training and day-to-day guidance for clients and application systems
• Establish policies and procedures to sustain high service performance, monitor staff satisfaction, and provide feedback to the CTS Director for process improvements
• Ensure team members receive necessary education and training by identifying needs and communicating requests to the CTS Director
• Foster a team environment built on trust, open communication, creative thinking, and cohesive collaboration
• Recognize and report notable team and individual achievements to the CTS Director
• Track team and individual performance and escalate problems to the CTS Director when needed
• Apply strong analytical skills and meticulous attention to detail in daily work
• Analyze trends, document findings, and implement corrective actions when appropriate
• Define problems, establish facts, and draw valid conclusions
• Collect and interpret data to resolve issues requiring specialized knowledge, and develop reporting to reveal help desk trends
• Troubleshoot problems, assess risks, create contingency plans, and adjust schedules accordingly
• Escalate unresolved issues to the CTS Director
• Ensure customer satisfaction by responding to Technology Helpdesk inquiries
• Serve as the front-line phone support technician during assigned shifts
• Log all customer questions and problems and track progress to resolution
• Provide troubleshooting for hardware, software, or network issues on student laptops
• Assist in maintaining inventories of student laptops and accessories
• Participate in the deployment and return processes for student laptops
• Support the overall functionality of the student laptop project in classrooms through hardware, software, and networking
• Contribute to planning laptop images for use on student devices
• Provide expertise on installing and maintaining software specific to the student laptop program
• Utilize existing databases and help develop data applications used to track laptop information
• Provide requested laptop data to business, purchasing, and finance departments to support deployments and purchase orders
• Offer professional assistance when working toward customer solutions or escalate to the appropriate technician
• Perform callbacks when call volume is low to maintain help desk activity
• Adhere to published helpdesk procedures
• Assist student staff and provide professional guidance regarding the student laptop program
• Respond to emails, phone inquiries, and self-service requests related to the student laptop program

Requirements

• Associate degree in information technology, Computer Science, Business Administration, or equivalent experience
• Strong customer service orientation
• Demonstrated organizational skills
• Demonstrated interpersonal and communication skills
• Demonstrated troubleshooting techniques
• Demonstrated knowledge of technologies related to personal computer systems
• Experience operating in Mac and Windows environments
• Experience identifying trends and patterns in technology issues
• Knowledge of techniques to establish and maintain effective working relationships with staff and customers
• Experience with a Service Desk Ticketing system

Technologies

• Office 365
• Mac OS
• Windows
• Service Desk Ticketing system

Benefits

• Wisconsin State retirement plan
• Comprehensive benefits package

Department

Client Technology Services (CTS) serves as the primary contact point for Learning and Information Technology services, delivering online and in-person technical support and guidance. CTS connects students, staff, and faculty with resources and tools to meet their technology needs and oversees the eStout Laptop Program, which provides hardware, software, and support to students.

Compensation

• Salary: USD 67,000 per year
• Competitive salary commensurate with qualifications and experience

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field
• Three or more years of technical environment experience
• Experience supervising or managing a technology help desk
• Experience in higher education
• Knowledge of Microsoft products, including Office 365
• Experience supporting mobile devices
• Knowledge of basic principles of classroom technology

How to Apply

• Applications received by end of day July 27, 2026 will receive full consideration
• Applications submitted after this date may be reviewed at the discretion of the search committee
• To apply, click the APPLY button or visit https://www.uwstout.edu/about-us/careers-jobs
• Required materials: Cover letter and Resume
• In your cover letter address each required qualification with specific examples from your work history
• Complete all required fields and attach all required documents before submitting online
• Official transcripts may be required prior to an offer
• After submission, changes cannot be made in the system
• Preview FAQs at https://kb.uwss.wisconsin.edu/21900
• Ensure you address all minimum qualifications in your cover letter

Contact Information

• Search Chair: David Ackley | Email: [email protected]
• Search Coordinator: Lori Bergeron Sweitzer | Email: [email protected]