General Desktop Support Manager

As the GDS Manager, you will oversee technical staff who work with campus customers to assist in the planning, deployment, and support of Windows and Mac endpoints, network administration, and other IT related activities. You will also be developing and maintaining healthy team dynamics, enhancing service delivery best practices, and serve as a liaison for the numerous departments we support on campus. We are looking for an individual to lead with a focus on cultural leadership, performance & accountability management, operational consistency, process maturity, and talent advocacy & professional growth.

Responsibilities include:

• Responsibilities include:
• Execute general supervisory functions as defined by Divisional and the Office of Human Resources.
• Coach and guide staff on daily activities, career objectives, and growth opportunities while managing performance and accountability.
• Aligning people to the values of the institution.
• Represent the team within departmental leadership groups to ensure team activities and technical deployments align with the broader organizational strategy and service roadmap.
• Utilize knowledge of the campus landscape to manage customer communications and serve as a central point of contact for issue escalation.
• Lead team-based projects to ensure the delivery of sustainable, high-quality technical solutions for campus partners.
• Map team activities with the department’s overall objectives and service roadmap.
• Oversee service fulfillment and analyze metrics to identify and eliminate systemic bottlenecks in team workflows.
• Evaluate service requests based on Memorandum of Understanding (MOU) agreements to ensure balanced and sustainable support delivery.
  
  

This position is eligible for any of the following: Partial remote-work (80% onsite / 20% remote); or fully on-site subject to an approved flexible work arrangement (FWA), 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.

The Division of Information Technology (DoIT) is an exciting and dynamic work environment grounded in organizational principles that include family and personal life/work balance; an inclusive, respectful, and supportive work environment; professional development opportunities; innovation; and alignment with the campus's teaching, learning, and research missions. DoIT provides core IT infrastructure services to the university, develops and implements services for the university and in some cases, for the Universities of Wisconsin, plays a major role in managing the state-wide higher education network and regional networks.

Key Job Responsibilities:

• Identifies, proposes, and implements new or revised information technology operational policies and procedures impacting the institution
• Participation in employee development activities, both assigned and self-initiated
• Serves as the subject matter expert to unit leadership regarding information technology operations and functions
• 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
• Develops, plans, and directs staff implementation of information technology serving the institution
• Evaluates existing strategy and makes recommendations to information technology leadership for program enhancement