General Desktop Support Team Lead

Departmental Support (DS) is a group within the Division of Information Technology (DoIT) at the University of Wisconsin-Madison. Our team provides flexible and cost-effective IT support and services for departments and organizations at UW-Madison. Our staff also support short and long-term technical projects to meet the diverse and growing needs of campus.

This position provides advanced technical expertise and leadership to the General Desktop Support (GDS) team. The Team Lead possesses a deep understanding of IT technologies and serves as a subject matter expert for the team as well as the primary technical contact for customers. This position requires a blend of hands-on technical skills, strong project coordination capabilities, and excellent communication skills to provide clear and consistent expectations to both team members and customers. Occasionally, this position will provide supervisory duties for student employees.

As the GDS Team Lead, you will provide highly specialized technical support to assist customers in the planning, deployment, and support of Windows and Mac endpoints, network administration, file access permissions management, and other IT related activities. This role is responsible for resolving the most complex technical issues, leading small-to-medium sized projects, and mentoring other staff members. You will be resolving customer issues, maintaining computer inventories, documenting work within an incident management system, collaborating with other DoIT technical teams, and leading small to medium sized projects which are initiated by both operational and customers needs.

A person successful in this role has experience being the person that the team turns to as a technical and customer service resource. As such, having a deep understanding of Windows and macOS platforms, network administration, and scripting is a benefit. A successful person also has experience breaking work down into manageable pieces and can coordinate projects from start to finish.

Responsibilities include:

• Perform a variety of tasks, from hands-on troubleshooting with customers to strategic project leadership and team coordination.
• Serve as a key point of contact for advanced technical support.
• Leading small to medium sized projects for system integrations and providing essential training to colleagues.
• Collaborating with team members and other DoIT teams to serve as the final escalation point for complex technical issues that the rest of the team cannot resolve.
• Mentoring, guiding and leading other staff with technical activities.
• Participating on leadership teams focused on strategic planning, fostering organizational health and process improvements.
• Managing customer communications and issue escalations.
• Participating in recruitments for positions both within the team and with other DoIT teams.

The candidate selected for this position may perform a combination of on-site and remote work subject to an approved flexible work agreement (FWA) agreement, which is reviewed and approved annually. Remote work requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer. Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee. This position is expected to work 20% remote and 80% on-site.

• Designs, implements, troubleshoots, and resolves complex data, network connectivity, client/server processes, and application issues according to established policies and procedures

• Serve as a mentor to other team members, helping them develop their technical skills and troubleshoot complex problems.

• Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently

• Lead the regular review of active work and ensure that work is documented, visible and prioritized appropriately to meet both the customer and department needs.

• May plan, schedule, assign, and review work of individuals or for a defined project, program, or function

• Develops and facilitates individual and group end user trainings, answers questions, and provides information specific to complex information technology end user products and services

• Serves as a main point of contact for individuals and groups providing advanced-level organizational information about technology resources and addressing their needs

• Leads, schedules logistics, and secures resources for the completion of technology system integrations, compatibility tests, and functionality maintenance according to established user requirements

User Services is a unit within DoIT and offers client-centered services to support the academic, administrative, and research needs of the campus community. We provide a wide range of consultation and user support services for campus clients through our Help Desk, InfoLabs, Product Management and Departmental Support services. We also provide and support enterprise Software as a Service (SaaS) applications to enable and enhance collaboration and communications among the UW-campus community.

The Division of Information Technology (DoIT) Departmental Support team serves the administrative, academic, and research technology support needs of students, departments, and faculty/staff on the UW Madison campus. UW-Madison consists of 13 schools and colleges, over 24,000 faculty/staff, a student enrollment of over 45,000, and over $1.3B in annual research expenditures. The atmosphere on campus is vibrant contributing to an exciting working environment where collaboration and learning are encouraged. Departmental Support provides technology solutions for a wide variety of technology-driven devices, services, and solutions. In a typical year, more than 100 unique departments receive support from DoIT Departmental Support. All the services provided by Departmental Support are found on this service page Departmental Support - UW-Madison Information Technology

Starting salary will be based on experience and qualifications. Well qualified applicants can anticipate to earn between $83,000 - $89,000, with final salary 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. Benefits information can be found at (https://hr.wisc.edu/benefits/).

• Experience with network administration, Active Directory administration, printer provisioning and configuring file permissions.
• Experience with managing the full lifecycle of operating systems-from initial deployment and configuration to advanced troubleshooting for Windows and macOS.
• Demonstrated experience using endpoint management tools such as Omnissa Workspace One, Microsoft Intune, HCL BigFix, Microsoft SCCM/ConfigMgr; etc.
• Demonstrated proficiency in scripting to automate repetitive tasks, streamline workflows, and manage computer configurations.
• Experience mentoring, training, and guiding staff by sharing knowledge and expertise

• Experience leading small projects that require the definition of scope and goals, delegation of work to others, and ability to estimate time and resource needs.
• Current certifications such as CompTIA A+, CompTIA Security+, CompTIA Network+, CCNA, ACSP, or Microsoft certifications.

Associate's Degree Preferred Minimum

Click on the "Apply" button to start the application process.

You will be prompted to upload the following documents:

-Resume
-Letter of Qualifications

Applicants should attach a letter of qualifications and resume detailing their training and experience relating to the required and preferred qualifications referenced above. The application reviewers will be relying on written application materials to determine which qualified applicants will advance in the recruitment process.

Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment. University sponsorship is not available for this position.

DoIT Human Resources, doit-hr@doit.wisc.edu, 608-263-1790

Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

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. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

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.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

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. For more information regarding applicant and employee rights and to view federal and state required postings, click here.

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