Senior IT User Support Services Manager - Hybrid

Oakton Community College; Niles Township (IL); On-site; USD 82,000 - 100,000; Full time

Job summary

Oakton College seeks a Senior Manager of User Support Services to lead technology support across the Skokie campus, Evanston Health Career Education Center, and auxiliary locations. You will supervise a knowledgeable team, manage end-user environments, and ensure services meet SLAs.

Responsibilities include directing installation, maintenance, and support of classrooms, labs, and offices; guiding staff development and process improvements; and partnering with administrators and faculty to adopt

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 or micro-credentials with documentation may be substituted for up to one year experience 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.
• 4 years IT support experience in an educational setting preferred

Responsibilities

• Manage and oversee Information Technology support, including events, for the Skokie campus, the Evanston Health Career Center, and auxiliary sites.
• Serve as the single point of accountability for all Information Technology services related to end-user spaces (offices, classrooms, labs, conference rooms) at the Skokie Campus, Evanston Health Career Education Center, and other college-supported offices in off-site locations.
• Direct the installation, support, proactive updating and maintenance, retirement and disposal of equipment for the Skokie Campus, Evanston Health Career Education Center, and other college-supported offices in off-site locations, escalating issues to other areas of IT as needed.
• Monitor and analyze service requests either directly assigned, reassigned or escalated that are for I Services at Skokie, Evanston, or auxiliary sites, ensuring they are resolved and communication follows our SLAs. Ensure any incidents are resolved promptly or escalated as needed.
• Provide leadership in and ensure the team follows current procedures and practices, documentation requirements, service expectations, and Information Technology Service Management standards. Oversee documentation creation and updating.
• Provide project management for Information Technology (IT) services on site for any remodeling, systems refreshes, or software upgrades.
• Evaluate data from tickets, user feedback and other relevant resources to make decisions on updating or creating new processes or procedures for the team and/or User Support Services; collaborate and advocate for changes to processes and procedures that intersect with the team and other areas within IT and the college.
• Direct the adoption and implementation of IT Technology standards for Skokie, Evanston, and Auxiliary locations, creating and updating a continual multi-year roadmap to meet the college's needs.
• Provide leadership in new uses of technology, working with area administrators and faculty to define needs, and refine solutions to support adoption of new technology.
• Supervise and facilitate support for non-credit programs both at the college and in auxiliary sites such as high schools and libraries.
• Recommend for hire, supervise, and evaluate supervisory and technical staff. Oversee the training of staff on using and supporting Oakton's technology to provide support for standard and unique setups.
• Assist the Director of User Support Services in administrative duties; act as the primary consultant for Skokie, Endeavor, and Auxiliary user support technology decisions.
• Assume the responsibilities of the Director of User Support Services in their absence.
• Perform other job-related duties as assigned.

Skills

People management

ITSM knowledge

Communication

Technical documentation

Time management

Problem solving

Education

Bachelor's degree

Associate's degree

Industry certification

12 years experience

Job description

Oakton College seeks a Senior Manager of User Support Services to lead technology support across the Skokie campus, Evanston Health Career Education Center, and auxiliary locations. You will supervise a knowledgeable team, manage end-user environments, and ensure services meet SLAs.

Responsibilities include directing installation, maintenance, and support of classrooms, labs, and offices; guiding staff development and process improvements; and partnering with administrators and faculty to adopt