Senior Manager User Support Services, Des Plaines and Help Desk

Job Description:

Basic Function and Responsibility

The Senior Manager of User Support Services, Des Plaines and College IT Help Desk is the lead in managing and coordinating support of Oakton's technology services and on-campus events at the Des Plaines campus. This position is the authoritative resource on technology support at our Des Plaines campus, and for all Help Desk Services. The Senior Manager oversees IT Help Desk operations and provides leadership in user-focused customer support.

The Senior Manager builds and leads a knowledgeable and responsive team to meet the technology support needs of the college, assigning direct responsibility for specific areas of the college (classrooms and labs) to team members.

Characteristic Duties and Responsibilities:

• Manage and oversee Information Technology support, including events, for the Des Plaines campus.
• Oversee Help Desk and phone operator functions across the college, collaborating with departments in IT and across the college to ensure issue resolution, and timely communication of major issues and problems.
• Direct the installation, support, proactive updating and maintenance, retirement and disposal of equipment for the Des Plaines Campus, escalating issues to other areas of IT as needed.
• Serve as the single point of accountability for all Information Technology services related to end-user spaces (offices, classrooms, labs, conference rooms) at Des Plaines.
• Monitor and analyze service requests either directly assigned, reassigned or escalated that are for Des Plaines IT Services, ensuring they are resolved and communication following our SLAs. Ensure any incidents are resolved promptly or escalated as needed. Organize and manage the response to escalated incidents and issues for the area in coordination with other areas of IT or the college.
• 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 Des Plaines, 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.
• Recommend for hire, supervise, and evaluate supervisory and technical staff. Ensure the team follows current procedures, meets service expectations, provides documentation, and all work is aligned with college standards. 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 Des Plaines Campus user support technology decisions.
• Assume the responsibilities of the Director of User Support Services in their absence.
• Perform other job-related duties as assigned.

Supervision Received:

Administrative supervision received from the Director of User Support Services.

Supervision Exercised:

Functional supervision of up to 12 employees, of which 5-6 are direct reports; provide leadership to personnel who oversee up to 20 student employees. Project based supervision over other Information Technology employees when coordinating events and global services.

Requirements:

Qualifications and Working Conditions

• 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. Related Disciplines and work experience can include:
  Computer Science, Computer Engineering, Electronics and Computer Technology, Computer Repair, and Computer Installation.
• 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.
• High proficiency prioritizing responsibilities, managing time effectively, and working under pressure in a fast-paced environment.
• Strong problem-solving and analytical skills.
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