New

Service Desk Supervisor

UW Health
dental insurance, parental leave, paid time off
United States, Wisconsin, Madison
Nov 07, 2025
Work Schedule: This is a full-time position scheduled to typically work Monday through Friday, with core hours between 10:30am - 7pm. This position is hybrid and is expected to come onsite 2-4 times per year for team meetings. Applicants hired into this position can work from either Illinois or Wisconsin. Details will be discussed during the interview process. Be part of something remarkable Join the #1 hospital in Wisconsin! Help ensure the effective operation of the Service Desk team as they provide the highest quality of customer service to UW Health employees and patients. We are seeking a Service Desk Supervisor to: Lead daily operations of the Service Desk, including planning, organizing, assigning, and scheduling work to ensure appropriate coverage across phone and self-service channels. Guide and support staff in troubleshooting and resolving technical issues, promoting consistent and efficient service delivery. Coach, mentor, and develop team members to help them achieve individual and team goals. Monitor performance by reviewing calls and tickets, providing timely feedback, and identifying opportunities for process improvement. At UW Health, you will have: An excellent benefits package, including health and dental insurance, paid time off, retirement plans, two-week paid parental leave and adoption assistance. Options for a variety of schedules and shifts that offer flexibility and allow for work-life balance. Access to great resources through the UW Health Employee Wellbeing Department that supports your emotional, financial, and physical well-being. Tuition benefits eligibility - UW Health invests in your professional growth by helping pay for coursework associated with career advancement. The opportunity to earn a referral bonus for referring friends, former colleagues or others to apply for open, posted positions. Qualifications Associate's Degree in Healthcare, Information Technology, Business, or related field Required Two (2) years combination of relevant experience and education may be considered in lieu of degree Bachelor's Degree or Master's degree in Healthcare, Information Technology, Business, or related field Preferred Work Experience Demonstrated success in mentoring and coaching employees Required Demonstrated success with implementing strategies to aid staff in meeting metrics and goals Demonstrated success in effectively handling multiple issues simultaneously Required Demonstrated success forming and sustaining collaborative, trusted-advisor relationships with stakeholders and IS colleagues Required 5 years of relevant experience in a health care setting Experience leading Tier 1 and Tier 2 support teams in a 24x7 health care setting Preferred Experience supervising staff in Information Services Preferred Licenses & Certifications ITIL certification Preferred Help Desk Institute Support Center Manager Preferred Our Commitment to Social Impact and Belonging UW Health is committed to fostering a workplace that creates belonging for everyone and is an Equal Employment Opportunity (EEO) employer. Our respect for people shines through patient care interactions and our daily work practices as we work to embrace the knowledge, unique perspectives and qualities each employee and faculty member brings to work each day. It is the policy of UW Health to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. UW Health Administrative Facilities - UW Health has administrative locations throughout Madison and beyond where thousands of employees provide vital support to our clinical areas. These locations are home to departments such as Access Services, Compliance, Human Resources, Information Services, Patient Medical Records, Payroll and many others. View Full Job Description UW Hospital and Clinics benefits