Supervisor, Desktop Support Unit - Applications & Customer Relations

Job Description

Join Our Campus Community!

Thank you for your interest in joining the University of Wyoming. Our community thrives on the contributions of talented and driven individuals who share in our mission, vision, and values. If your expertise and experience align with the goals of our institution, we would be thrilled to hear from you. We encourage you to apply and become a valued member of our vibrant campus community today!

Why Choose Us?

At the University of Wyoming, we value our employees and invest in their success. Our comprehensive benefits package is designed to support your health, financial security, and work-life balance. Benefits include:

• Generous Retirement Contributions:
  The State contributes 14.94% of your gross salary, and you contribute 3.68%, totaling 18.62% toward your retirement plan.
• Exceptional Health & Prescription Coverage:
  Enjoy access to medical, dental, and vision insurance with competitive employer contributions, that include 4 deductible options to suit your needs.
• Paid Time Off:
  Benefit from ample vacation, sick leave, paid holidays, and paid winter closure.
• Tuition Waiver:
  Employees and eligible dependents can take advantage of tuition waivers, supporting continuous education and professional growth.
• Wellness and Employee Assistance Programs:
  Stay healthy with wellness initiatives, counseling services, and mental health resources.

At the University of Wyoming, we are committed to creating a supportive and enriching workplace. To learn more about what we offer, please refer to UW's Benefits Summary.

JOB TITLE:

Supervisor, Desktop Support

JOB PURPOSE:

Supervise technical support staff to ensure the consistent and reliable delivery of desktop support services across all colleges, departments, and units. This includes managing all procedures related to the identification, prioritization, escalation, and resolution of level-one, level-two, and level-three technical incidents. Responsible for coordinating campus-wide desktop support functions, ensuring services align with institutional standards, and fostering a team culture of continuous improvement and professional growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Service Leadership: Provide oversight for the delivery of reliable desktop support; establish service expectations and ensure alignment with broader IT service delivery goals and institutional priorities.
• Performance Monitoring & Optimization: Monitor staff performance and incident resolution to ensure optimum user-system performance. Track, analyze, and report on support metrics to identify trends, service gaps, and opportunities for continuous improvement.
• Operational Supervision: Direct and guide the Desktop Support Unit in troubleshooting software, hardware, and network issues with a focus on same-day resolution, quality assurance, and documentation standards.
• Expert-Level Support & Escalation: Serve as the primary escalation point for complex or high-impact technical issues. Provide subject matter expertise and technical direction to staff to ensure timely resolution and knowledge transfer.
• Process Implementation: Develop and enforce procedures for the identification, prioritization, and escalation of support requests. Coordinate campus-wide activities for software, hardware, and connectivity in alignment with University policies.
• Personnel Management: Manage and schedule full and part-time employees to maintain appropriate coverage. Lead hiring, onboarding, coaching, and regular performance evaluations to build a high-performing team.

SUPPLEMENTAL FUNCTIONS:

• Perform miscellaneous job-related duties as assigned.
• Participate in performance-related goal setting and achievement to meet personal and organizational goals and objectives.
• Attend and participate in training and other personal professional development activity to sustain a culture of learning.

COMPETENCIES:

• Attention to Detail
• Developing Organizational Talent
• Service Orientation
• Quantity of Work
• Individual Leadership
• Work Tempo

MINIMUM QUALIFICATIONS:

Education: Bachelor's degree or equivalent combination of education and experience

Experience: At least 3 years of experience in technical support and service.

• Experience…