UT Southwestern Medical Center
Supervisor, Technical Support
UT Southwestern Medical Center, Dallas, Texas, United States, 75215
Supervisor, Technical Support
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Supervisor, Technical Support
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UT Southwestern Medical Center . Dec 17, 2025, 11:31:16 PM
Job Summary The Information Resources (IR) Service Desk Supervisor will lead a team of service desk agents, manage day‑to‑day operations, and ensure that all IT support requests are handled promptly and effectively. This role collaborates with other departments to maintain and improve IT service delivery, monitors service desk analytics, manages a team of 10+ representatives, serves as an escalation point for analysts, develops knowledge articles, manages timecards, provides coaching, and ensures customers receive timely and effective technical support.
Benefits
PPO medical plan available day one at no cost for full‑time employee‑only coverage
100% coverage for preventive healthcare—no copay
Paid Time Off available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
Experience and Education
High School Diploma or GED equivalent.
9 years in a computer environment including at least six (6) years providing technical computer support to customers.
Job Duties
Performs and supervises routine and complex preventive maintenance, testing, and repair with respect to computer hardware and software problems, networking, audiovisual, and/or telecommunications.
Provides direct supervision to technical support specialists, computer trainers, and help desk representatives; trains new employees; handles day‑to‑day and complex questions from direct reports.
Resolves complex systems or computer related problems, including coordination between users and components of local area network.
Installs software, audiovisual, personal computers, printers, and other peripherals as directed or requested by users.
Prepares recommendations for modifications or additions to personal computer systems, hardware components, and software applications; researches costs, market options, and trends available to meet user needs; keeps abreast of new and modifies hardware and software.
Troubleshoots routine and complex technical problems and supports university Help Desk as required.
Functions as liaison between Information Resources and designated departments for ongoing and special projects, including ensuring users are adequately supported, developing documentation, recommending improvements, implementing new releases and features, and attending committee meetings.
Evaluates and resolves system configuration and ensures effective use of hardware resources.
Creates, maintains, and submits various reports, such as equipment failure reports, repair records, and data sheets relative to each user request need.
Designs web page text and visual content, navigational links, and page layout; consults with users to determine web needs and recommends solutions.
Writes code using HTML, Dynamic HTML, Java, JavaScript, Visual Basic, Perl, or Common Gateway Interface (CGI).
Performs other duties as assigned.
Security and EEO Statement Security
— This position is security‑sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.
EEO
— UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.
Location and Work Primary Location: Texas-Dallas-5323 Harry Hines Blvd
Work Locations: 5323 Harry Hines Blvd
Organization: 522005 - IR Ops and Constituent Exp
Schedule: Full‑time • Shift: Day Job • Employee Status: Regular • Job Type: Standard
Job Posting: December 17, 2025, 11:31:16 PM
#J-18808-Ljbffr
Supervisor, Technical Support
role at
UT Southwestern Medical Center . Dec 17, 2025, 11:31:16 PM
Job Summary The Information Resources (IR) Service Desk Supervisor will lead a team of service desk agents, manage day‑to‑day operations, and ensure that all IT support requests are handled promptly and effectively. This role collaborates with other departments to maintain and improve IT service delivery, monitors service desk analytics, manages a team of 10+ representatives, serves as an escalation point for analysts, develops knowledge articles, manages timecards, provides coaching, and ensures customers receive timely and effective technical support.
Benefits
PPO medical plan available day one at no cost for full‑time employee‑only coverage
100% coverage for preventive healthcare—no copay
Paid Time Off available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer
Learn more about these and other UTSW employee benefits!
Experience and Education
High School Diploma or GED equivalent.
9 years in a computer environment including at least six (6) years providing technical computer support to customers.
Job Duties
Performs and supervises routine and complex preventive maintenance, testing, and repair with respect to computer hardware and software problems, networking, audiovisual, and/or telecommunications.
Provides direct supervision to technical support specialists, computer trainers, and help desk representatives; trains new employees; handles day‑to‑day and complex questions from direct reports.
Resolves complex systems or computer related problems, including coordination between users and components of local area network.
Installs software, audiovisual, personal computers, printers, and other peripherals as directed or requested by users.
Prepares recommendations for modifications or additions to personal computer systems, hardware components, and software applications; researches costs, market options, and trends available to meet user needs; keeps abreast of new and modifies hardware and software.
Troubleshoots routine and complex technical problems and supports university Help Desk as required.
Functions as liaison between Information Resources and designated departments for ongoing and special projects, including ensuring users are adequately supported, developing documentation, recommending improvements, implementing new releases and features, and attending committee meetings.
Evaluates and resolves system configuration and ensures effective use of hardware resources.
Creates, maintains, and submits various reports, such as equipment failure reports, repair records, and data sheets relative to each user request need.
Designs web page text and visual content, navigational links, and page layout; consults with users to determine web needs and recommends solutions.
Writes code using HTML, Dynamic HTML, Java, JavaScript, Visual Basic, Perl, or Common Gateway Interface (CGI).
Performs other duties as assigned.
Security and EEO Statement Security
— This position is security‑sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.
EEO
— UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.
Location and Work Primary Location: Texas-Dallas-5323 Harry Hines Blvd
Work Locations: 5323 Harry Hines Blvd
Organization: 522005 - IR Ops and Constituent Exp
Schedule: Full‑time • Shift: Day Job • Employee Status: Regular • Job Type: Standard
Job Posting: December 17, 2025, 11:31:16 PM
#J-18808-Ljbffr