Head of User Support Services - Hybrid IT for Education

Oakton College; Skokie (IL); Hybrid; USD 82,000 - 100,000; Full time

Job summary

Oakton College is seeking a Senior Manager of User Support Services to lead technology support across Skokie, Evanston Health Career Education Center, and auxiliary locations. You will build a responsive team and oversee end-user spaces such as classrooms, offices, labs, and conference rooms.

You will supervise up to 8 staff plus student workers, drive ITSM practices, and guide remodeling or software upgrade projects while ensuring high service levels and strong documentation.

Qualifications

• Bachelor's degree in a related discipline and 7 years relevant work experience; or Associates Degree in a relevant discipline and 9 years relevant work experience; or current industry specific certification in a relevant discipline and 11 years relevant work experience; or 12 years relevant work experience.
• 4 years' experience in people management; leadership or management training may substitute for up to one year as a supervisor.
• 6 years direct support of Windows, Mac, printers, audio-visual equipment, and other related technology.
• Excellent communication (verbal and written), interpersonal, and customer service skills.
• Ability to create and edit technical documentation.
• High proficiency prioritizing responsibilities, managing time effectively, and working under pressure in a fast-paced environment.
• 4 years IT support experience in an educational setting preferred
• Course work, certification, or professional development in IT Service Management (ITSM) best practices preferred
• Experience in reviewing and understanding architectural drawings preferred
• Project Management experience required

Responsibilities

• Manage and oversee Information Technology support for the Skokie campus, Evanston Health Career Center, and auxiliary sites.
• Serve as the single point of accountability for end-user spaces at the Skokie Campus, Evanston Health Career Education Center, and other college-supported offices.
• Direct installation, support, updating and disposal of equipment for the listed locations, escalating issues as needed.
• Monitor and analyze service requests, ensure SLA adherence, and coordinate escalation of incidents.
• Provide leadership and ensure adherence to procedures, documentation requirements, and ITSM standards.
• Provide project management for IT services on site for remodeling, system refreshes, or software upgrades.
• Evaluate data from tickets and feedback to improve processes; advocate for changes across IT and college.
• Lead adoption of IT standards and create a multi-year roadmap for needs.
• Drive new uses of technology with administrators and faculty; refine solutions for adoption.
• Supervise support for non-credit programs at college and auxiliary sites.
• Assist Director of User Support Services; act as primary consultant for decision-making.
• May assume Director responsibilities in their absence.
• Perform other job-related duties.

Skills

Leadership

Customer service

Documentation

Education

Bachelor's degree in related discipline

7 years relevant work experience

Tools

ITSM

Windows

Mac

Job description

Oakton College is seeking a Senior Manager of User Support Services to lead technology support across Skokie, Evanston Health Career Education Center, and auxiliary locations. You will build a responsive team and oversee end-user spaces such as classrooms, offices, labs, and conference rooms.

You will supervise up to 8 staff plus student workers, drive ITSM practices, and guide remodeling or software upgrade projects while ensuring high service levels and strong documentation.