Service Operations Supervisor

Salary

Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.

Academic Staff

Regular

User Support Supervisor

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.

• 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
• 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. Oversees SLAs, KPIs, and customer satisfaction, coordinates communication during major incidents, and identifies trends to drive process improvements that increase first‑contact resolution and reduce demand
• Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures
• 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
• 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 the initial supervisor and point of contact for escalated customer services requests or production issues, either resolving or escalating the requests and issues
• Serves as a main point of contact for individuals and groups providing advanced‑level organizational information about technology resources and addressing their needs
• Prepares and distributes reports on assigned unit's performance, recommending adjustments to operational procedures to improve the effectiveness of programs and services
• 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
• Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently

School of Medicine and Public Health, Office of Informatics and Information Technology, User Support Services. The Office of Informatics and Information Technology in the UWSchool 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.

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.