Manager, Student Support Services

Milwaukee Area Technical College•Milwaukee, WI

1d•Onsite

About The Position

Under the general supervision of the Executive Director, Student Success and Retention, the Manager of Student Support Services provides comprehensive leadership and oversight of college area supervisors, counselors, pathway advisors, and student success liaisons. This position is responsible for coordinating proactive advising, counseling, and retention efforts across all pathways district-wide in collaboration with deans, directors, faculty, and staff. The Manager oversees planning and day-to-day operations of student support services, including new student orientation, course placement, first-year experience programming, and mental health services. Work requires extensive knowledge of research-based practices in academic advising, counseling, life-skills coaching, and both internal and external student resources. The position manages grant-funded programs, ensures compliance with professional and regulatory standards, and requires strong leadership, analytical, and interpersonal skills. Assignments are completed independently with supervisor interaction limited to problems or unusual conditions. Milwaukee Area Technical College (MATC) is Wisconsin's largest and most diverse technical college, offering 170+ high-quality programs that connect students to a career in as little as one to two years. The college also offers a less expensive path to a four-year degree. MATC is transforming lives, industry and our community by preparing students today for the careers of tomorrow. Together, we are meeting the needs of the community we share and are focused on students with the greatest needs. We are seeking passionate individuals to join our team who shares the same passion in serving this purpose. Learn more about MATC at www.matc.edu.

Requirements

Master’s degree in Counseling, College Student Personnel, Higher Education, Psychology, Advising or similar/equivalent discipline.
Five (5) years of relevant professional experience and three (3) years of administrative supervision of staff or one (1) year of staff supervision combined with an Emerging Leaders equivalency.
In-depth understanding of psychological challenges and behavioral health needs of students in higher education, including ability to incorporate trauma-informed approaches.
Knowledge of trends, issues, and accepted practices in academic advising, retention, and student success strategies.
Knowledge of Higher Education systems including admissions, financial aid, recruitment processes, and understanding of Wisconsin Technical College System (WTCS).
Ability to problem solve and analyze effectively, including use of data analytics such as applying data to organizational and research applications.
Strong Knowledge of counseling theories, interventions, and delivery of services in comprehensive counseling center environments including individual/group counseling, outreach, psychoeducation, and consultation.
Ability to persuade and influence across employment levels and across a large variety of different stakeholders in a higher education setting.
Ability to overcome obstacles by engaging outside resources or utilizing executive direction.
Ability to complete projects in a higher education setting.
Ability to organize, prioritize and schedule work assignments.
Ability to work in a fast-paced environment.
Ability to communicate effectively through both oral and written means across all levels of employees and management including public speaking and presentation skills.
Ability to establish, collaborate and maintain effective work relationships with peers, students, teachers, staff, representatives of outside agencies, educational institutions, and the general public.
Ability to convey an image of professionalism and dedication in work related activities.
Ability to work with culturally diverse student and employee populations.
Proficiency in the use of computers and software specific to position, including spreadsheets and Google Suite.
Ability to work successfully independently with minimal supervision and serve as a leader to others.
Ability to establish workflows, manage multiple projects across divisions and meet necessary deadlines.
Compliance with all state, federal, and accreditation standards/requirement, as well as all MATC policies and procedures.

Nice To Haves

Doctorate degree in Counseling, College Student Personnel, Higher Education, Psychology, Advising or similar/equivalent discipline.
A Wisconsin State Licensure as a Licensed Professional Counselor (LPC).
More than five (5) years post-licensure experience providing mental health services in a higher education setting and experience developing clinical and operational protocols in a behavioral health setting.
Five (5) years of administrative supervision of staff or one (3) year of staff supervision combined with an Emerging Leaders equivalency.

Responsibilities

Participates in planning for assigned areas and assists the Dean in developing and implementing the departmental strategic plan.
Establishes performance goals and measures to evaluate success.
Oversees new student orientation, course placement processes, and first-year experience programming in collaboration with multiple campus stakeholders including Student Life, Financial Aid, Testing, Math, English, and Student Accommodations.
Ensures comprehensive delivery of advising, counseling, and retention services through a holistic care model.
Oversees individual and group counseling, crisis intervention, initial student assessments, psychoeducational programming, and mental health consultation.
Responds to, triages, and elevates issues impacting student experiences to appropriate stakeholders.
Creates alignment of messaging, programming, and impact among all student support personnel.
Assesses and coordinates comprehensive training and development for all student support staff.
Develops and delivers training programs for diverse stakeholders on student mental health, advising strategies, and retention techniques.
Provides clinical supervision and professional development for counselor trainees.
Maintains professional standards and ensures staff stay current with best practices in higher education.
Assists academic deans and stakeholders in conceptualizing external development processes.
Oversees administration of grant activities including data collection, analysis, reporting, and budget management for programs such as CAPS, M-cubed, dual enrollment, College Possible, and Perkins.
Strengthens external partnerships and service opportunities with grant-funded positions.
Ensures compliance with federal and state laws, professional ethical standards, and maintains the highest standards of confidentiality in all student and staff interactions.
Serves as primary administrator of electronic systems, case management, and other platforms.
Leverages data analytics and institutional reports to track student progress, support retention strategies, guide staff interventions, and inform evidence-based practices.
Works closely with testing services and academic departments to coordinate course placement for all students.
Coordinates development and delivery of outreach events to raise awareness about mental health and student support services.
Manages staff scheduling and presence at major enrollment events (Express Enrollment, orientations, re-enrollment campaigns) both on and off campus.
Designs and executes student-facing events to drive persistence and engagement in partnership with campus stakeholders.
Establishes and maintains partnerships with hospitals and community organizations to develop referral networks addressing student needs.
Leverages data analytics to drive informed decision- making and fosters continuous improvement within the area of responsibility.
Analyzes key performance indicators (KPIs) and relevant metrics to gain actionable insights and monitors performance measures aligned with organizational goals.
Utilizes data to inform strategic and operational decisions.
Applies continuous improvement methodologies (e.g., Plan-Do-Study-Act) based on data analysis promoting a data-driven culture and enhancing team data literacy.
Practices honesty by demonstrating a consistent and uncompromising adherence to strong moral and ethical principles, values, truthfulness, and accuracy in all actions.
Addresses all student and employee behavior in a confidential and respectful manner.
Establishes, maintains, and enhances positive work relationships with students, staff, faculty, and administrators.
Develops and manages a high performing team that is highly skilled and motivates staff to remain focused on the delivery of quality and value-added services and allocates cross-functional responsibilities and work processes.
Responsibilities include hiring, coaching/mentoring, performance management, and progressive discipline as needed.
Maintains current knowledge of best practices and standards in higher education with an emphasis on community colleges.
Actively organizes and/or participates in applicable workgroups, trainings, workshops, seminars, committees and professional associations or conferences to promote continuous learning.
Performs other related duties within the scope of the position as required for the efficient operation of the division and to support institutional objectives.

Benefits

Comprehensive leadership and oversight of college area supervisors, counselors, pathway advisors, and student success liaisons.
Coordinating proactive advising, counseling, and retention efforts across all pathways district-wide in collaboration with deans, directors, faculty, and staff.
Overseeing planning and day-to-day operations of student support services, including new student orientation, course placement, first-year experience programming, and mental health services.
Managing grant-funded programs.
Ensuring compliance with professional and regulatory standards.
Strong leadership, analytical, and interpersonal skills.
Opportunity to work at Wisconsin's largest and most diverse technical college.
Opportunity to prepare students for careers and provide a less expensive path to a four-year degree.
Opportunity to transform lives, industry, and the community.
Focus on serving students with the greatest needs.
Seeking passionate individuals to join the team.
Clinical supervision and professional development for counselor trainees.
Data analytics and institutional reports to track student progress, support retention strategies, guide staff interventions, and inform evidence-based practices.
Coordination of course placement for all students.
Development and delivery of outreach events to raise awareness about mental health and student support services.
Management of staff scheduling and presence at major enrollment events.
Design and execution of student-facing events to drive persistence and engagement.
Establishment and maintenance of partnerships with hospitals and community organizations.
Data-driven decision making and continuous improvement.
Honesty, strong moral and ethical principles, values, truthfulness, and accuracy in all actions.
Confidential and respectful handling of all student and employee behavior.
Establishment, maintenance, and enhancement of positive work relationships.
Development and management of a high-performing team.
Hiring, coaching/mentoring, performance management, and progressive discipline.
Continuous learning and professional development opportunities.
Performance of other related duties as required.