Supervisor, Desktop Support Unit - Applications & Customer Relations

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Why Choose Us?

At the University of Wyoming, we value our employees and invest in their success. Our comprehensive benefits package is designed to support your health, financial security, and work-life balance. Benefits include:

• Generous Retirement Contributions: The State contributes 14.94% of your gross salary, and you contribute 3.68%, totaling 18.62% toward your retirement plan.
• Exceptional Health & Prescription Coverage: Enjoy access to medical, dental, and vision insurance with competitive employer contributions, that include 4 deductible options to suit your needs.
• Paid Time Off: Benefit from ample vacation, sick leave, paid holidays, and paid winter closure.
• Tuition Waiver: Employees and eligible dependents can take advantage of tuition waivers, supporting continuous education and professional growth.
• Wellness and Employee Assistance Programs: Stay healthy with wellness initiatives, counseling services, and mental health resources.

At the University of Wyoming, we are committed to creating a supportive and enriching workplace. To learn more about what we offer, please refer to UW's Benefits Summary.

JOB TITLE:

Supervisor, Desktop Support

JOB PURPOSE:

Supervise technical support staff to ensure the consistent and reliable delivery of desktop support services across all colleges, departments, and units. This includes managing all procedures related to the identification, prioritization, escalation, and resolution of level-one, level-two, and level-three technical incidents. Responsible for coordinating campus-wide desktop support functions, ensuring services align with institutional standards, and fostering a team culture of continuous improvement and professional growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Service Leadership: Provide oversight for the delivery of reliable desktop support; establish service expectations and ensure alignment with broader IT service delivery goals and institutional priorities.
• Performance Monitoring & Optimization: Monitor staff performance and incident resolution to ensure optimum user-system performance. Track, analyze, and report on support metrics to identify trends, service gaps, and opportunities for continuous improvement.
• Operational Supervision: Direct and guide the Desktop Support Unit in troubleshooting software, hardware, and network issues with a focus on same-day resolution, quality assurance, and documentation standards.
• Expert-Level Support & Escalation: Serve as the primary escalation point for complex or high-impact technical issues. Provide subject matter expertise and technical direction to staff to ensure timely resolution and knowledge transfer.
• Process Implementation: Develop and enforce procedures for the identification, prioritization, and escalation of support requests. Coordinate campus-wide activities for software, hardware, and connectivity in alignment with University policies.
• Personnel Management: Manage and schedule full and part-time employees to maintain appropriate coverage. Lead hiring, onboarding, coaching, and regular performance evaluations to build a high-performing team.

SUPPLEMENTAL FUNCTIONS:

• Perform miscellaneous job-related duties as assigned.
• Participate in performance-related goal setting and achievement to meet personal and organizational goals and objectives.
• Attend and participate in training and other personal professional development activity to sustain a culture of learning.

COMPETENCIES:

• Attention to Detail
• Developing Organizational Talent
• Service Orientation
• Quantity of Work
• Individual Leadership
• Work Tempo

MINIMUM QUALIFICATIONS:

Education: Bachelor''s degree or equivalent combination of education and experience

Experience: At least 3 years of experience in technical support and service.

• Experience in supervision of technical support staff is preferred.

Required licensure, certification, registration, or other requirements: Valid driver''s license with a motor vehicle record (MVR) compliant with the Driving for University Business SAP.

DESIRED QUALIFICATIONS:

• Bachelor''s degree in Information Technology, Computer Science, Information Systems, or a closely related field.

• 4 or more years of progressively responsible experience in desktop or technical support, including at least 2 years in a lead, supervisory, or team coordinator role.

• Experience supporting a higher education, research, or other large, decentralized enterprise environment.

• Demonstrated experience using and administering ticketing systems, with specific experience in TeamDynamix strongly preferred, including tracking requests, managing workflows, and reporting on KPIs and SLAs.

• Experience supporting both Windows and macOS endpoints in an enterprise environment, including endpoint management tools (e.g., Microsoft Intune, SCCM/MECM, Jamf, Active Directory, Entra ID).

• Experience administering or supporting Microsoft 365 and other comparable enterprise productivity platforms.

• Experience hiring, coaching, and developing full-time staff.

• Demonstrated success implementing process improvements, automation, or self-service tools that measurably improved support outcomes.

• Strong written and verbal communication skills, including the ability to translate complex technical concepts for non-technical faculty, staff, and students.

REQUIRED APPLICATION MATERIALS:

Complete the online application. The department additionally requests candidates upload the following document(s) for a complete application:

• Cover letter
• Resume or C.V.
• Contact information for four work-related references (references will only be contacted if you are selected as a finalist for the position).

WORK LOCATION:

On-campus: This position provides vital support to campus customers, and the successful candidate must be available to work and perform essential job functions on campus, understanding our location is at 7,220 feet above sea level.

WORK AUTHORIZATION REQUIREMENTS:

The successful candidate must be eligible to work in the United States. Sponsorship for H-1B work authorization or work visa is not available for this position.

HIRING STATEMENT/EEO:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation to apply for a position, please contact us at 307-766-2377 or email jobapps@uwyo.edu.

ABOUT LARAMIE:

The University of Wyoming is located in Laramie, a charming town of 30,000 residents nestled in the heart of the Rocky Mountain West. The state of Wyoming continues to invest in its only 4-year university, helping to make it a leader in academics, research, and outreach with state-of-the-art facilities and strong community ties. We invite you to learn more about Laramie by visiting the About Laramie website.

Located in a high mountain valley near the Colorado border, Laramie offers both outstanding recreational opportunities and close proximity to Colorado's Front Range and the metropolitan Denver area. Laramie's beautiful mountain landscape offers outdoor enjoyment in all seasons, with over 300 days of sunshine annually. For more information about the region, please visit http://visitlaramie.org/