User Support Supervisor

Job Category

Academic Staff

Regular

This User Support Supervisor will work with a team to provide support for multiple departments within the School of Medicine and Public Health (SMPH) while also providing strong leadership and operational oversight. The role is a mixture of high‑level IT support, managerial duties, and some project work. The chosen candidate will work with departmental leadership and IIT leadership to ensure the needs of the individual departments are met and are in line with the standardization efforts of IIT.

Some work may be performed in person, onsite at a designated campus work location, and some work may be performed remotely at an offsite, non‑campus location.

• Assist with technology budgets by working with departmental and IIT administration to determine the hardware needs for each fiscal year
• Evaluate existing strategy and make recommendations to information technology leadership for program enhancement
• Develop, plan, and direct staff implementation of information technology
• Create and monitor the budget and approve expenditures
• Identify, propose, and implement new or revised information technology operational policies and procedures
• Exercise supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full‑time equivalent (FTE) employees
• Serve as the subject matter expert to unit leadership regarding information technology operations and functions

School of Medicine and Public Health, Information Technology, User Support Services

The starting salary for the position is $90,000 annually; 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. For more information, refer to the campus benefits webpage.

• Knowledge of IT service management practices, workflows, and performance metrics, along with strong analytical, communication, interpersonal, and people‑management skills.
• Ability to balance operational responsibilities with service‑improvement initiatives while working effectively with diverse stakeholders across academic, clinical, and research environments.
• 5+ years’ experience supporting a complex IT environment that includes multiple, diverse technologies and platforms.

• Familiarity with Jira or comparable ITSM tools.
• Experience supporting Linux.
• Previous experience participating in or managing medium to large sized projects.
• Experience in higher education, healthcare, research, or other regulated environments.
• 2+ years of supervisory or team lead experience.

Bachelor's degree preferred; focus in Information Technology, Computer Science, Business, or a related field preferred.

The University of Wisconsin‑Madison is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply.