User Services Manager

Bachelor's degree with a major or minor in computer science, information systems, or equivalent level of experience in a related field required.

Five or more years of help desk or service desk experience is required. 
Three or more years of direct employee supervision experience is required. 
Relevant work experience with Windows and OSX is required. 
Hardware and software troubleshooting skills are required. 
Experience and knowledge of computer networks, security, and storage is required. Experience with Microsoft Active Directory is preferred.
Experience with Windows Server and Linux is preferred.
Experience with Endpoint Management Software is preferred.

As part of the SMPH Shared Services IT team, the User Services Manager will be working with faculty, researchers, instructors, staff and students engaged in leading-edge medical research and teaching. The position will have the opportunity to work with computer systems that are used for a wide range of applications, including system and network services, real-time data acquisition, office applications, databases, web sites, custom software, instructional labs and classrooms, file and backup servers, data sharing and archiving, and more. The current infrastructure includes Windows and Linux servers, local and network printers, many Windows and OSX computers dedicated to lab equipment, laptops, tablets, convertibles, smart phones and other devices. 

The User Services Manager will perform a combination of staff supervision, technical support, service improvement, technology improvement, and project management. The position will supervise the Shared Services IT desktop support team and room scheduling staff. The position will be responsible for daily operations of the help desk functions and services. Participate in introducing new technologies and ideas to streamline and improve the research and teaching mission. The position reports to the Director of Shared Services IT.

The School of Medicine and Public Health has a deep and profound commitment to diversity both as an end in itself but, also as a valuable means for eliminating health disparities. As such, we strongly encourage applications from candidates who foster and promote the values of diversity and inclusion.

Strong people and communication skills are required. The ideal candidate will be someone who is self-motivated and able to work with minimal supervision - this is a challenging and rewarding position working with very bright people, with endless learning opportunities. This position reports to the Director of Shared Services, Information Technology.

It is critical that the User Services Manager is able to work effectively in the SMPH Shared Services IT team environment, as well as maintain a high level of productivity when working independently. The selected candidate must be committed to providing quality customer service to the faculty, staff, and students at the School of Medicine and Public Health.

The School of Medicine and Public Health has a deep and profound commitment to diversity both as an end in itself but, also as a valuable means for eliminating health disparities. As such, we strongly encourage applications from candidates who foster and promote the values of diversity and inclusion.

Kylee Zander
kylee.zander@wisc.edu
608-265-9882
Relay Access (WTRS): 7-1-1 (out-of-state: TTY: 800.947.3529, STS: 800.833.7637) and above Phone number (See RELAY_SERVICE for further information. )

Please click on the "Apply Now" button to start the application process. Please upload a resume and cover letter. In your cover letter, please address your experience with the knowledge and skills of the position. You will also be asked to provide three professional/supervisor references during the application process. 

The candidate pool established in this recruitment may be used to fill future positions within the same title in the School of Medicine and Public Health.

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.