Apply Now

How to Apply

A cover letter and resume are important submissions for the hiring team to understand your experience. In the cover letter, one page or less, please let us know how this role aligns with your career aspirations and skills. Due to system limitations, submit both a cover letter and a resume as one file.

Job Summary

The Desktop Support Supervisor is responsible for the daily management and oversight of the desktop support team within a complex computing environment encompassing hardware, software, printing, peripheral devices, events, and classroom support, for the Ross Complex and State Street locations. As a subject matter expert and supervisor of the daily support, this role requires hands-on technical expertise with planning, reporting, operational efficiencies, and service excellence. You will report directly to the Director of Support Services.

The Stephen M. Ross School of Business at the University of Michigan is a diverse learning community grounded in the principle that business can be an extraordinary vehicle for positive change in today's dynamic global economy. The Ross School of Business aims to build a better world through business. Through our powerful ideas, purpose-driven leaders, and positive impact, we empower business leaders to improve the world. Learn more about Ross HERE.

This role is hybrid with regular on-site expectations in Ann Arbor, MI. You may work on-call hours. You will work during early mornings, nights, or weekends. For a full job description, see the link here. For questions about this role, email [email protected].

Please note: To be considered for this position, candidates must be legally authorized to work in the United States. Ross School of Business does not offer visa sponsorship for this position.

Why Work at Michigan?

In addition to a career filled with purpose and opportunity, the University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

Generous time off (Vacation, Holidays, Season Days)A retirement plan that provides two-for-one matching contributions with immediate vestingMany choices for comprehensive health insuranceLife insuranceLong-term disability coverageFlexible spending accounts for healthcare and dependent care expensesFlexible Work ProgramRoss Onsite Fitness CenterResponsibilities*Support SupervisorManage daily desktop support operations, including scheduling, resource allocation, classroom support, and outage response.Lead personnel activities: hiring, onboarding, training, performance evaluation, timekeeping, and employee relations.Responsible for projects, procurement, inventory, and installations to meet organizational standards.Ensures adherence to established processes and drives service continuity and improvements through data-driven decision-making.Serve as an escalation point for complex issues, ensuring continuity, guidance, and successful outcomes.Develop policies and strategies to enhance services while coaching and developing staff.Technical SupportDirect installations, upgrades, maintenance, and troubleshooting of hardware, software, and peripherals.Guide staff in providing AV and technology support for classrooms, events, and user requests.Act as liaison between end-users and IT, resolving complex issues and ensuring satisfaction.Research and recommend technology solutions to improve performance, security, and user experience.Communicate progress with stakeholders and collaborate with IT teams on escalations and outages.Service ImprovementMaintain documentation of processes, procedures, and solutions to ensure consistency and compliance.Represent desktop support on technology committees and cross-functional projects.Lead service improvement initiatives and optimize workflows using data-driven analysis and best practices.Align services with evolving business needs and long-term IT goals.Required Qualifications*Bachelor's degree in Computer Science, Information Technology, or equivalent combination of education and at least 1 year of supervisory or management experience with proven ability to recruit and retain talent, mentor staff, support career growth, manage performance, and foster a collaborative, high-performing team environment.Experience supporting Windows, Mac OS, iOS, mobile platforms, business-critical software, network infrastructure, printing, peripherals, and remote technologies.Proven analytical, problem-solving, and detail-oriented skills, with high critical thinking ability.Strong background in requirements gathering, documentation, and process analysis.Demonstrable project management skills and experience contributing to or leading project teams.Flexibility to work hours that align with customer and operational demands.ITIL Foundations certification or demonstrated equivalentModes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Additional Information

Salary Information:

The posting range for this position is $81,900 to $105,800. This posting range reflects multiple factors involved in determining compensation, such as skills, experience, training, certifications, and other organizational needs. At Ross, it is not common for new hires to be offered a salary at the upper end of the range. Compensation decisions are based on the details of each situation.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.