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Posted: 04-Oct-25
Location: Ann Arbor, Michigan
Internal Number: 269354
How to Apply
To help the hiring team understand your experience, please submit a cover letter describing the experience you believe best suits you for the position, along with your resume, as a single file.
Why Work at Michigan?
The School of Dentistry is a leading dental institution in the United States and worldwide. We foster a strong sense of community and belonging, creating an environment where all individuals feel valued and supported. Our mission, core values, and additional information about our school can be found on our website. The University of Michigan also offers comprehensive benefits to help you stay well and support you as you plan for a secure future. Benefits include:
- Generous paid time off for vacations, holidays, sick time, season days, and paid parental leave.
- A retirement plan that provides two-for-one matching contributions after the first year of employment.
- Many choices for comprehensive health insurance.
- Life insurance.
- Flexible spending accounts for healthcare and dependent care expenses.
- Work-life programs to strengthen a workplace culture that supports personal and family life, including child care, elder care, lactation resources, and mental and emotional health services.
Who Are We?
The School of Dentistry (SoD) Dental Informatics IT department is looking for you to join our Help Center Team. We have an exciting opportunity for an IT Help Center Supervisor. In this role, you will lead our Help Center Team, develop and set the standards for our department's experience level, and serve as a product manager for two key functions within our department. Our organization supports faculty, staff, and students across SoD's mission areas, including teaching and learning, patient care, research and discovery, and administration. We manage a diverse IT ecosystem that spans healthcare clinics, classrooms, research labs, conference rooms, and even a museum. Employee development is a priority, and team members have access to professional growth opportunities through project work, cross-unit collaboration, and the university's extensive professional development catalog.
What You'll Do:
- You will lead a team of between 4 and 6 staff members (permanent and student workers) by supporting daily operations and organizational projects, and taking responsibility for ensuring problem resolution and delivering excellent service.
- You will work with the Dental Informatics Leadership team, and be a contributor to the unit's overall success in achieving our strategy and goals.
- You will work in a fast-paced clinical environment supporting faculty, staff, and students.
- You will assign and prioritize work, manage schedules, and ensure appropriate staffing levels to meet service demands, providing a balance of direct technical support to the school and operational leadership to your team.
- You will implement and support standard operating procedures and knowledge documentation.
- You will be the product owner for our department's ticket management system and Mobile Device Management Application (training will be provided in the onboarding process).
- You will actively support hiring, onboarding, training, and evaluating Help Center staff, and will make recommendations on hiring, promotion, and disciplinary actions that will be given significant weight.
- You will report to the Assistant Director of IT Programs.
Required Qualifications
- Associate's degree in a related field and/or equivalent combination of education, certification, and experience.
- Minimum of four years in IT, customer service, or other relevant operations settings.
- Minimum one year of experience in the training and mentorship of others. This can be in the form of a peer leader, technical lead, or supervisor.
- Demonstrated experience with IT service desk processes or technologies, including management of incidents, requests, knowledge, asset/inventory tracking, creating request workflows, and reporting out on metrics.
- Demonstrated experience leading small projects.
- Experience with technical problem-solving and analysis.
- Express technical concepts and information effectively, both verbally and in writing. Constructively voice options and alternative approaches. Handle and manage conflict resolution and difficult conversations.
Modes of Work
This role is based on campus and works full-time, with some flexibility in the schedule within the hours of operation. Learn more about work modes.
Hours of Operation: Monday through Friday, 7:30 AM-5:30 PM. Clinics may operate until 7:30 PM one to two evenings a week and occasionally on Saturdays. IT system upgrades, critical fixes, and maintenance are performed outside of normal business hours and may require occasional work during non-business hours and on weekends.
Additional Information:
This position is not eligible for immigration sponsorship. Your primary working location will be within a set area within the School of Dentistry. The School of Dentistry comprises multiple clinics and administrative locations in Ann Arbor. On occasion, you may be required to travel to those locations.
The target salary range for this position is $85,000 - 98,000. Salary will be determined based on the qualifications, experience, and education of the selected candidate.
The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal employment opportunity employer.