Director, IT Service Management

LRES Corporation; Chicago (IL); On-site; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Director of IT Service Management to lead a dedicated team in delivering exceptional IT support across the university. This role is pivotal in shaping the IT strategy, ensuring compliance, and fostering a culture of innovation and collaboration. With a focus on continuous improvement, the Director will oversee budgeting, vendor relationships, and the implementation of cutting-edge technologies. If you are passionate about enhancing IT services and driving strategic initiatives, this is an exciting opportunity to make a significant impact in a vibrant academic environment.

Qualifications

• 10+ years of IT experience with 5+ years in leadership roles.
• Strong technical proficiency in IT systems and software.

Responsibilities

• Lead IT department, managing staff and ensuring high-quality support.
• Develop IT strategies aligning with organizational goals.

Skills

Leadership

Customer Service

Business Analysis

Analytical Skills

Problem Solving

Education

Bachelor's degree in IT or related field

Master's degree (preferred)

Tools

TeamDynamix

ServiceNow

Ivanti

Microsoft Office 365

Google Workspace

Remote Desktop Protocol

TeamViewer

Job description

Employment Opportunities Designed to Help Us Collaborate in Creation!

Director, IT Service Management

Position Details

Job Title: DIRECTOR
Position Number: 8100176
Job Category: University Staff
Job Type: Full-Time
FLSA Status: Exempt
Campus: Rogers Park-Lake Shore Campus
Department Name: ACADEMIC & OPERATIONAL SUPPORT
Location Code: IT SUPPORT SERVICES
Is this split and/or fully grant funded? No

Job Summary:
This position provides strategic and operational leadership for the desktop technicians, desktop engineers, the end-user technology acquisition team, and the university service desk – all total comprised of 16 full-time employees (FTE) and 30 student workers. The role ensures efficient and high-quality IT support for faculty, staff, and students. Responsibilities include technology procurement, service desk operations, break-fix support, and call resolution, all while fostering a collaborative, customer-focused team culture. The Director drives continuous improvement in support services, aligns IT initiatives with institutional goals, and ensures compliance with organizational standards and best practices.

General Responsibilities:

• Strategic Oversight: Develop and implement an IT strategy that aligns with the organization’s business goals and objectives, ensuring the efficient and secure operation of all IT systems and processes.
• Leadership and Management: Lead and manage the IT department and/or unit, including hiring, training, and developing IT staff. Foster a culture of innovation, collaboration, and continuous improvement.
• Innovation and Emerging Technologies: Stay current with industry trends and emerging technologies, evaluating their potential impact on the organization and recommending strategic investments.
• Budgeting and Cost Control: Develop and manage the IT department’s budget, ensuring cost-effective use of resources and adherence to financial goals.
• Compliance and Risk Management: Ensure the organization’s IT systems comply with relevant regulations and standards, managing risks associated with technology use.
• Relationship Management: Establish and maintain relationships with IT vendors and service providers, negotiating contracts and ensuring the delivery of quality services.

Position Specific Responsibilities:

• Provide strategic and operational leadership for the desktop services team, desktop engineers, and the university service desk, ensuring high-quality support for faculty, staff, and students. Oversee daily activities, incident resolution, and the continuous improvement of support services to align with university needs.
• Set and maintain high standards for customer service and outreach initiatives across the desktop and service desk teams. Foster a “single face of ITS” approach by promoting clear, timely, and professional communication with end users.
• Oversee the evaluation, recommendation, and procurement of end-user technology, including desktop systems, laptops, peripherals, and related services. Lead initiatives such as the university’s workstation refresh and laptop deployment programs, ensuring that purchasing decisions align with university standards, budgetary constraints, and the diverse needs of stakeholders.
• Administer and maintain the university’s ticketing system, TeamDynamix, to manage incidents and service requests effectively. Track and analyze service desk and desktop support metrics, generating reports to assess performance trends and identify areas for improvement.
• Oversee the recruitment, training, and professional development of desktop technicians, desktop engineers, service desk staff, and student workers. Conduct regular performance evaluations, create professional growth plans, and foster a collaborative, customer-focused team culture.
• Lead initiatives to streamline workflows, improve efficiency, and document recurring IT issues for resolution. Proactively manage changes in support models and technology services, ensuring alignment with institutional goals through established change management processes.
• Perform other duties, as requested.

Minimum Education and/or Work Experience:

• Bachelor’s degree in information technology, computer science, or a related field is required. A master’s degree is preferred.
• A minimum of 10 years of progressive experience in IT, including at least 5 years in a leadership role.

Qualifications:

• Must be inspired to continuously improve the University’s experience of IT service. Success in this role demands experience in developing and operating service management platforms. Skill in business analysis and excellent customer and team communication are also required.
• Strong technical proficiency in a wide range of IT systems, software, and hardware.
• Demonstrated ability to lead and manage a team, with strong interpersonal and communication skills.
• Ability to develop and implement strategic IT plans that align with organizational goals.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex IT issues.
• Experience managing large-scale IT projects from conception to completion.

Certificates/Credentials/Licenses:

• Operating Systems and Software: Proficient in Windows and macOS, office productivity tools (e.g., Microsoft Office 365, Google Workspace), and peripherals. Familiarity with Power BI is a plus.
• Ticketing Systems: Experience with IT service tools like TeamDynamix, ServiceNow, or Ivanti for logging and tracking service desk requests.
• Remote Support: Skilled in tools like Remote Desktop Protocol or TeamViewer for troubleshooting.
• Troubleshooting: Ability to resolve Level 1 hardware, software, and network issues efficiently.
• System Administration: Familiarity with Active Directory for user account management.

About Loyola University Chicago:

Loyola University Chicago is a private Jesuit University founded in 1870 by the Society of Jesus. One of the largest Catholic Universities in the United States, Loyola’s professional schools include programs in medicine, nursing, and health sciences anchored by the Loyola University Medical Center, and the Loyola University Chicago School of Law. Comprised of thirteen colleges and schools, Loyola University Chicago offers more than 80 undergraduate and 140 graduate/professional programs while enrolling approximately 17,000 students.

Loyola University Chicago is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, age, disability, marital status, sexual orientation, gender identity, protected veteran status or any other factor protected by law.