User Support Supervisor

Job Profile

User Support Supervisor – Provides high‑level IT support, managerial duties, and project work across departments within the School of Medicine and Public Health (SMPH).

This User Support Supervisor will work with a team to provide support for multiple departments within SMPH while also providing strong leadership and operational oversight. The role involves 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 inline with the standardization efforts of IIT.

The position may require some in‑person onsite work at a designated campus location, and some work may be performed remotely.

• Assists with technology budgets by working with department and IIT administration to determine the hardware needs for each fiscal year.
• Evaluates existing strategy and makes recommendations to information technology leadership for program enhancement.
• Develops, plans, and directs staff implementation of information technology.
• Creates and monitors the budget and approves expenditures.
• Identifies, proposes, and implements new or revised information technology operational policies and procedures.
• Exercises 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 employees.
• Serves 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.

Information Technology of the UW School of Medicine and Public Health delivers reliable, high‑quality technology services in support of academic, clinical, research, and administrative missions. The User Support Service Line comprises about 60 people and aims to provide a collaborative and standardized approach for supporting users and endpoints across the School of Medicine and Public Health.

The starting salary for the position is $90,000 annually, negotiable based on experience and qualifications.

Employees can expect generous vacation, holidays, and sick leave; competitive insurances and savings accounts; retirement benefits.

• 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.

Diversity is a source of strength, creativity, and innovation for UW‑Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community.

The University of Wisconsin‑Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background – people who, as students, faculty, and staff, serve Wisconsin and the world.

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.

To request a disability or pregnancy‑related accommodation for any step in the hiring process, please contact the Divisional Disability Representative in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.

Cody Roekle – croekle, 608‑263‑7676

Relay Access (WTRS): 7‑1‑1.