VNG TRANSPORT INC

Title: Enterprise IT Service Desk Supervisor (IT Supervisor)

Location: Madison, WI (On-site)

About Ultratec

At Ultratec, we innovate to make technology accessible to the deaf and hard-of-hearing communities. Our team develops and supports enterprise IT systems that directly impact the lives of those we serve.

Overview

Ultratec is seeking an experienced, hands-on Enterprise IT Service Desk Supervisor to lead our Service Desk team in delivering fast, reliable, and customer-focused technical support across our corporate and production environments. This role is ideal for an IT professional who thrives in both technical problem-solving and real supervisory leadership.

If you’re a strong communicator who leads by example, enjoys mentoring technicians, and can take ownership of day-to-day service desk operations, we encourage you to apply today.

What You’ll Do

• Supervise, coach, and develop a team of service desk technicians.
• Participate directly in troubleshooting and escalated support.
• Oversee ticket management, daily workflow, and SLAs.
• Conduct performance evaluations and take part in hiring decisions.
• Serve as the primary escalation point for complex technical issues.
• Maintain documentation, procedures, and knowledge articles.
• Support end-user computing, including hardware, software, imaging, and patching.
• Collaborate with networking, infrastructure, and security teams.
• Contribute to improvements in tools, processes, and service quality.

What We’re Looking For

• 5+ years of IT support experience.
• 2+ years of leadership, supervisory, or team lead experience.
• Strong technical knowledge of Windows environments, AD, GPO, and M365.
• Experience troubleshooting LAN/WAN, hardware, software, and connectivity issues.
• Familiarity with ticketing systems, metrics, and SLA management.
• Ability to communicate clearly with technical and non-technical teams.
• Organized, self-directed, and comfortable managing multiple priorities.

Why Join Ultratec

• Meaningful, impactful work in a stable, mission-driven organization.
• A role where leadership, collaboration, and initiative are valued.
• Daily opportunities to drive improvements and shape operational excellence.
• On-site Monday-Friday schedule (consistent work hours).
• Competitive compensation and full benefits.
• Supportive, team-oriented IT department.

Work Environment

This is an on-site role supporting both office and production areas. The IT Service Desk Supervisor is an escalation point in an on-call rotation and provides after-hours support when needed.

Equal Opportunity Employer

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.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person