Help Desk Supervisor

The Consolidated Court Automation Programs (CCAP) is seeking qualified candidates for a full-time Help Desk Supervisor. The CCAP Help Desk provides hardware and custom-developed software application support for over 2800 court system employees located in 80 locations throughout Wisconsin. The team also provides support for over 20,000 members of Wisconsin’s legal community that participate in electronic filing in the circuit courts. The CCAP Help Desk is staffed by a team of 13 business analysts and technical support engineers and provides support during normal business hours. The person in this position reports to the Customer Services Manager, and is responsible for ensuring all reported IT problems are resolved as professionally, efficiently, and thoroughly as possible.

LOCATION: Madison, WI

SALARY:  Competitive salary with a comprehensive benefits package.

RESPONSIBILITIES:  (1) Supervises help desk staff, coordinates and schedules support assignments for technical support and business analyst staff.  (2)  Plans, designs, develops, and contributes to help desk improvement projects, including ongoing capability assessments and staff training plans. (3) Manages ticket escalation and coordinates review and prioritization of software defects.  (4) Coordinates help desk operations with leaders of other CCAP departments including technical operations and software development. (5) Tracks all important customer issues through to resolution. (6) Reacts to customer emergencies; takes appropriate action; (7) Performs other duties as needed.

QUALIFICATIONS: Required: (1) Experience in lead capacity in enterprise-scale end-user hardware and custom-developed software support. (2) Experience in support-related project management and supervision. (3) Exceptional customer service orientation. (4) Strong relationship management and performance management skills. (5) Ability to motivate and inspire others. (6) Courses and/or experience in information technology or related field. (7) Excellent written, oral and interpersonal skills; (8) Skilled in supporting relevant hardware, software, and server applications.

TO APPLY: Please go to our website http://www.wicourts.gov/courts...  and submit a cover letter and resume (please combine your cover letter and resume to one document) clearly indicating your qualifications and the position title Help Desk Supervisor (#18-1475). If you are unable to apply online please send application materials to [email protected] or send to: Human Resources, 110 East Main Street Suite 430, Madison, WI  53703-3356, (608) 266-3501 or FAX (608) 261-8293.  Failure to follow these procedures may result in your disqualification.

DEADLINE: Applications will be accepted until the position is filled. The Wisconsin Court System will provide reasonable accommodations to qualified applicants when requested.  For additional information on the court system visit our website at www.wicourts.gov