Help Desk Associate Director
Job Summary:
Are you excited about driving strategy and leading a large team of 100+ student and non-student employees through portfolio and service changes? Do you enjoy helping teams to deliver top-notch customer experiences and working with stakeholders to achieve desired outcomes? Are you passionate about mentoring and coaching individuals to succeed in their career objectives? If the answer is yes, then this is the job for you!
As the Associate Director of the Division of Information Technology's, User Services' Help Desk, you will have the opportunity to uphold what is already great while also prioritizing continual improvement and a strategic approach to change for the future. This team is often seen as the face and/or front door to the larger organization of the Division of Information Technology (also known as DoIT), which means it is a high profile group setting standards for the delivery of services and user expectations.
Responsibilities associated with with role include:
-Developing strategies to help multiple groups work together in a cross functional manner.
-Collaborating with colleagues and stakeholders across the organization to stay current with our changing campus landscape.
-Informing DoIT and Campus constituents of change happening with the delivery of services in the Help Desk.
-Leading the Help Desk teams through change from a recent merger with another campus support unit.
-Managing the financial budget for the group.
-Maintaining and improving ongoing service delivery operations and the customer experience.
-Helping service teams to manage priorities based on organization, division, department and team goals and objectives.
The Help Desk provides assistance to faculty, staff and students with a wide range of personal devices, software, and IT services. Support is available online, by phone, chat, and email seven days a week from 7am to 11pm.
Learn more about the Help Desk: https://it.wisc.edu/services/help-desk/
Learn more about User Services: https://it.wisc.edu/about/division-of-information-technology/core-services/user-services/
Our Team values diversity and diverse experiences and encourages everyone who meets the required qualifications to apply. Individuals who do not meet the preferred qualifications are also encouraged to apply. The individual in this role can expect a supportive environment for professional development. Excellent candidates will have a drive to continually learn, enhance their leadership skills, and work in a team environment.
Responsibilities:
Develops and directs the implementation of strategic plans for enterprise information technology (IT) function(s), program(s), or service(s) to ensure resources are utilized to provide effective administrative, research, outreach, and/or instructional information technology services. May directly manage IT services.
- 20% Directs strategic information technology planning initiatives and establishes objectives for the institution to ensure appropriate use of financial, administrative, staffing resources in alignment with the strategic plan
- 10% Develops operating policies and procedures to comply with regulations, institutional policies, and unit objectives
- 15% 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% May develop and audit institutional budgets and/or financials
- 10% Serves as a liaison representing the interests of the institution to internal and external stakeholders
- 15% Advises institutional or divisional leadership on information technology operations and business models
- 10% Manage and maintain service levels. Establish measures of service success such as benchmarks, key performance indicators (KPIs) and Objectives and Key Results (OKRs). Oversee a program of continuous improvement for all services.
- 5% Responsible for the successful implementation and management of projects at the group, department, and enterprise level.
- 5% Leads, guides, and supports the design and implementation of targeted change strategies.
Institutional Statement on Diversity:
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
Education:
Preferred
Bachelor's Degree
Qualifications:
Required Qualifications
-Formal and successful management experience supervising and developing employees.
-Experience providing end-user/client support.
-Demonstrated experience implementing strategies that have improved customer and/or employee experiences.
-Ability to successfully communicate with senior or executive-level audiences on complex information, including excellent presentation, communication and interpersonal skills.
-Demonstrated commitment to improving equity, diversity, and inclusion in the workplace.
Preferred Qualifications
-Experience using data/metrics/KPIs to define goals and achieve quality outcomes.
-Ability to independently initiate programs and practices that promote a positive team culture, employee engagement, and/or high quality service outcomes.
-Demonstrated experience taking initiative and ownership.
-Knowledge of how structured frameworks like KCS (Knowledge Centered Service) and ITIL can benefit customer and employee outcomes.
-Knowledge of how to leverage technologies like CRM and ITSM tools.
Work Type:
Full Time: 100%
The candidate selected for this position may perform a combination of on-site and remote work subject to an approved remote work agreement (RWA) agreement. We support a hybrid work environment. While many of the duties can be completed remotely, the Associate Director is expected to be onsite for periodic meetings and select events. 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.
Appointment Type, Duration:
Ongoing/Renewable
Salary:
Minimum $112,200 Maximum $150,000 ANNUAL (12 months)
Depending on Qualifications
Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits.
Additional Information:
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.
How to Apply:
Please apply at https://jobs.wisc.edu/jobs/help-desk-associate-director-madison-wisconsin-united-states