WSLH Service Desk Manager

The Service Desk & Workstation Support Supervisor is a working supervisor managing 3-4 IT Support Technicians, responsible for all aspects of the day-to-day operations of the WSLH Help Desk and its systems. This includes standard workstation administration (inventory, security, patching, standard applications), instrument workstation administration (backups, working with vendors), user authorization/deactivation and access control, mobile device/media administration (inventory, security, endpoint management) and managing the first and second tiers of the WSLH service desk. In addition, this position assists with ensuring and maintaining HIPAA compliance and other accreditation such as CAP.

The Service Desk & Workstation Support Supervisor is an integral part of the Office of Information Systems (OIS) team, managing the first point of contact for customer concerns and ensuring accurate, on-time resolutions of requests. This position provides advice on access and equipment needs for new staff members throughout the organization. In addition, this individual provides exceptional customer service including training new and existing division staff on core technologies supported by OIS.

• Evaluates existing strategy and makes recommendations to information technology leadership for program enhancement - 15%

• Serves as the subject matter expert to unit leadership regarding information technology operations and functions - 15%

• Completes procurements, installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently - 15%

• Develops, plans, and directs staff implementation of information technology - 20%

• Creates and monitors the budget and approves expenditures - 5%

• Identifies, proposes, and implements new or revised information technology operational policies and procedures - 15%

• Serves as a main point of contact for individuals and groups providing advanced-level information about technology addressing the needs of the organization - 5%

• 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 (FTE) employees - 10%

Wisconsin State Laboratory of Hygiene - Office of Information Systems

Minimum Salary is $91,500/year. Actual salary to be determined upon hire.

Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and saving accounts; retirement benefits.

2 years of experience minimum, 5 years preferred.
Knowledge of PC build, deployment, and maintenance is required.
Experience with service desk software packages is preferred.
Experience with laboratory information systems and related applications is preferred.

Preferred Bachelor's Degree.

To begin the application process please click on the "Apply Now" button. You will be asked to upload a current resume/CV and cover letter briefly describing your qualifications relevant to the position.

WSLH does not sponsor work visas at the time of hire or anytime during employment for this position. All persons hired will be required to verify identity and eligibility to work in the United States and complete the required Employment Eligibility Form I-9.

The selected applicant will be required to pass a criminal background check prior to an offer of employment.

Please reach out to Kelsey Bailey, kelsey.bailey@slh.wisc.edu with any questions.

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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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