Director, IT Service Management

Employment Opportunities Designed to Help Us Collaborate in Creation!

Position Details

• Job Title:
  
  DIRECTOR
• Position Number: 8100176
• Work Modality:
  Hybrid – 3 In-Person
• Job Category:
  University Staff
• Job Type: Full-Time
• FLSA Status:
  Exempt
• Campus:
  Rogers Park-Lake Shore Campus
• Department Name: IT SUPPORT SERVICES
• Location Code: IT SUPPORT SERVICES

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 15 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, 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.

• 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.

• 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, Team Dynamix, 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.

• Bachelor’s degree required; advanced degree preferred.

• At least five years of progressive related experience.

Must be inspired to continuously…