Senior Manager User Support Services, Des Plaines and Help Desk

Overview

Job Description:

The Senior Manager of User Support Services, Des Plaines and College IT Help Desk leads 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 the 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.

• 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 IT departments and college-wide to ensure issue resolution and timely communication of major issues.
• Direct the installation, support, proactive updating and maintenance, retirement and disposal of equipment for the Des Plaines Campus, escalating issues to other IT areas 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 for Des Plaines IT Services, ensuring they are resolved within SLAs and that incidents are promptly resolved or escalated as needed; organize and manage response to escalated incidents in coordination with other IT areas or the college.
• Provide leadership to ensure the team follows current procedures, documentation requirements, service expectations, and IT Service Management standards; oversee documentation creation and updating.
• Provide project management for IT services on site for remodeling, systems refreshes, or software upgrades.
• Evaluate data from tickets and user feedback to update or create new processes; collaborate to implement changes across IT and the college.
• Direct the adoption and implementation of IT technology standards for Des Plaines, creating and updating a multi-year roadmap to meet college 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 adherence to procedures, service expectations, documentation, and college standards; oversee staff training on Oakton technology.
• Assist the Director of User Support Services in administrative duties; act as 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.

Administrative supervision from the Director of User Support Services. Functional supervision of up to 12 employees (5–6 direct reports) and leadership to personnel who oversee up to 20 student employees. Project-based supervision of other IT staff when coordinating events and global services.

• Bachelor's degree in a related discipline and 7 years relevant work experience; or Associate's Degree and 9 years; or current industry certification and 11 years; or 12 years relevant work experience. Related disciplines may include Computer Science, Computer Engineering, Electronics and Computer Technology, Computer Repair, and Computer Installation.
• 4 years' experience in people management; leadership or management training may substitute for up to one year of supervisory experience.
• 6 years direct support of Windows, Mac, printers, AV equipment, and related technology.
• Excellent verbal and written communication, interpersonal, and customer service skills.
• Ability to create and edit technical documentation.
• High proficiency in prioritizing responsibilities, time management, and working under pressure in a fast-paced environment.
• Strong problem-solving and analytical skills.
• 4 years IT support experience in an educational setting preferred.
• Cours…