Operations & IT User Support Manager

University of Chicago•Hyde Park, IL

9d•Onsite

About The Position

The job manages a team of professional staff responsible for resolving end user issues regarding hardware, site licensing, software and networking. Manages customer support during the installation of applications and computer peripherals. Monitors the deployment of devices to customers, including computers, tablets, mobile phones, and printers/copiers. The Social Sciences Computing Services (SSCS) Operations & IT Support Manager oversees the SSCS Operations team and is responsible for their day-to-day and strategic efforts in relation to End-User-Devices (EUDs) and associated peripherals. Under the direction of SSCS Assistant Dean of Information Technology, and as part of the SSCS Leadership Team, this role will plan and implement continual improvement in SSCS’s capacity to deliver excellent service, security, and innovation. Additional responsibilities include maintaining partnerships within the UChicago IT Community, participating in the leadership of SSCS, and leading the recruitment, hiring, and development of the Operations team. The incumbent of this position is expected to actively learn new technologies and to ensure that SSD faculty, staff, and researchers have the best resources and services in their endeavors.

Requirements

Minimum requirements include a college or university degree in related field.
Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline.
Experience in a multi-platform network environment, including mail service and client support, backup and restore technologies, Macintosh and PC communication software support, various graphical user interfaces, and experience managing networked servers and workstations with knowledge of TCP/IP network services, system utilities, hardware installation, and OS installation.
Working knowledge of Microsoft Windows and Apple macOS systems.
Expertise supporting OneDrive, Box, Gmail, and other personal computing software.

Nice To Haves

Bachelor’s degree.
Preferably in a higher education setting serving researchers.
Demonstrated ability to learn independently.
Demonstrated familiarity with a range of computer hardware, software, and peripheral equipment.
Previous supervisory experience.
Strong interpersonal communication skills.
Knowledge of End Point Management Systems.
Ability to manage multiple projects and shifting priorities in a fast-paced environment.
Outstanding deductive and investigative skills to identify and diagnose complex, non-intuitive technical problems.
Integrity and credibility to work with sensitive data.

Responsibilities

Manages IT logistics for EUDs and peripherals across SSD, including purchasing, provisioning, deployment, and inventory tracking.
Advocates for SSD in University-Wide discussions related to EUD policy
Develops and maintains documentation, practices, procedures, and policies governing the EUD lifecycle.
Manages Operations team staff, including day-to-day supervision and performance oversight of the six Desktop Support Technicians.
Participates in SSCS leadership activities, including strategic planning and partnership-building with other UChicago IT leaders.
Recruits, hires, and trains new Operations staff.
Manages professional staff and/or supervisors.
Establishes performance goals, allocates resources and assesses policies for direct subordinates.
Manages all IT needs.
Develops and implements business plans to deliver technical solutions.
Ensures teams provide timely and appropriate responses to IT user support issues and compliance with University security requirements.
Performs other related work as needed.