IT Supervisor

Ultratec, Inc., located on the west side of Madison, is the worldwide leader in developing new technologies for the deaf and hard of hearing population. Today, our equipment is recognized as the standard for excellence in text telecommunications. Ultratec, Inc. is actively seeking an Enterprise IT Service Desk Supervisor to join our team.

This full-time position offers a Monday - Friday, 8:00 AM - 5:00 PM on-site schedule, a competitive starting wage, a full benefits package, and a casual work environment. Absent undue hardship, Ultratec will make reasonable accommodations for religious beliefs and individuals with disabilities.

Ultratec's most recent endeavor, the Captioned Telephone (CapTel), continues to demonstrate how we have revolutionized the industry with cutting edge products that transform the lives of individuals around the world.

Job Summary: The Enterprise IT Service Desk Supervisor is a hands-on technical leader responsible for guiding the Service Desk team in providing high-quality, responsive support for Ultratec's corporate and production environments. This role focuses on leading by example while exercising real supervisory authority, including conducting performance evaluations, participating in hiring decisions, and addressing attendance, conduct, and performance issues. The supervisor ensures the team delivers efficient, customer-focused support for hardware, software, and network troubleshooting while maintaining high standards of service and accountability.

This position will oversee daily operations of the Service Desk, serve as the primary escalation point for technical issues, and coordinate workload distribution to meet internal Service Level Agreements (SLAs). The ideal candidate is a working supervisor who can balance leadership, mentorship, and active technical engagement while helping shape the team's future capabilities.

Essential Functions: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Team Leadership and Operations:
  
  
  
  • Supervise, coach, and mentor a team of Enterprise IT Service Desk Technicians.
  • Conduct performance evaluations, provide feedback, and implement corrective actions when needed.
  • Participate in the hiring process, including candidate interviews and selection recommendations.
  • Lead by example through direct participation in troubleshooting and technical support, modeling quality, accountability, and customer service.
  • Monitor, prioritize, and assign incoming tickets to ensure timely resolution and consistent alignment with internal SLAs.
  • Maintain documentation, procedures, and knowledge base articles to support consistent service delivery.
  • Serve as the escalation point for advanced troubleshooting, production support, and system or platform issues.
  
  
  
  
• Technical and Operational Support:
  
  
  
  • Troubleshoot and resolve escalated incidents related to desktops, laptops, mobile devices, applications, printers, and connectivity issues.
  • Support and maintain end-user computing (EUC) environments, including configuration, patching, and compliance with security protocols.
  • Coordinate installation, configuration, and lifecycle management of end-user hardware and software assets.
  • Collaborate with other IT functions to support enterprise infrastructure, network, and security initiatives.
  • Enforce IT policies and procedures to maintain system security and operational reliability.
  • Participate in the on-call rotation and respond to after-hours support needs as required.
  
  
  
  
• Continuous Improvement:
  
  
  
  • Identify and recommend opportunities to improve service quality, tool efficiency, and workflow.
  • Support the evaluation and implementation of new service desk tools and technologies.
  • Maintain strong working relationships with internal departments and external partners to ensure effective communication and support.
  
  
  
  

Supervisory Responsibilities: All Enterprise IT Service Desk technical support staff report to this position.

Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Requirements: The requirements listed below are representative of the knowledge, skills and/or abilities required.

• Education and Experience:
  
  
  
  • Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
  • 5+ years of experience in IT support, including at least 2 years in a supervisory or management capacity.
  • Demonstrated expertise in Windows environments, including desktop and server administration, Active Directory, and Group Policy.
  • Hands-on experience troubleshooting LAN/WAN connectivity, hardware, and software issues.
  • Experience supporting both corporate and production environments preferred.
  
  
  
  
• Technical Skills:
  
  
  
  • Proficiency with Microsoft 365, endpoint management, and common enterprise support tools.
  • Working knowledge of networking fundamentals, firewalls, and VPN technologies.
  • Familiarity with IT ticketing systems and service metrics.
  • Strong understanding of security best practices and endpoint compliance.
  
  
  
  
• Leadership and Soft Skills:
  
  
  
  • Proven ability to supervise, evaluate, and develop a technical team.
  • Experience making hiring recommendations, implementing performance corrections, and fostering accountability.
  • Customer service-oriented with strong communication and problem-solving abilities.
  • Ability to translate complex technical information for varied audiences.
  • Organized, self-directed, and capable of managing multiple priorities in a fast-paced environment.
  
  
  
  

Physical Demands and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this job, the employee is regularly required to sit, hear and talk; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms. Specific vision abilities required by the job include close vision, depth perception and the ability to adjust focus.
• Work Environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

General Sign-Off: The employee is expected to adhere to all company policies and to act as a role model in the adherence of company policies.

All qualified applicants will receive considerations for employment without regard to sex, race, color, national origin or ancestry, age, disability, marital status, veteran status, student status, physical appearance, sexual orientation, political beliefs, religion, genetic information, gender identity, a less than honorable discharge from the military, and any other status protected by federal, state or local law and regulations.