Senior Manager, User Support Services, Skokie, Evanston, and Auxiliary Locations

Oakton College•Skokie, IL

1d•Hybrid

About The Position

The Senior Manager of User Support Services leads and coordinates technology support at Oakton College’s Skokie campus, Evanston Health Careers Education Center, and auxiliary locations, including high school offices and off-campus events. The role is the authoritative resource and single point of accountability for technology services in end-user spaces such as offices, classrooms, labs, and conference rooms. The Senior Manager builds and leads a responsive team, assigning team members responsibility for specific college areas and ensuring technology support needs are met. The position oversees equipment installation, support, updates, maintenance, retirement, and disposal; monitors service requests and incidents; coordinates escalations; and ensures service expectations, documentation, procedures, and IT service management practices are followed. It also manages on-site IT projects related to remodeling, system refreshes, and software upgrades, and helps define technology needs and solutions with administrators and faculty. The Senior Manager recommends staff for hire, supervises and evaluates supervisory and technical staff, oversees staff training, assists the Director of User Support Services with administrative duties, and assumes the Director’s responsibilities in their absence. The position reports to the Director of User Support Services. It provides functional supervision to up to 8 employees and leadership to personnel overseeing up to 12 student employees, as well as project-based supervision of other IT employees during events and global services. Work is performed in a general office environment and may involve moving between campus buildings and visiting off-campus locations. The schedule is Monday through Friday, 8:15 a.m. to 5:00 p.m., with hours subject to change based on college needs. Hybrid scheduling may be available after 30 working days, subject to college needs and administrator approval.

Requirements

Bachelor’s degree in a related discipline and 7 years of relevant work experience; or an associate degree in a relevant discipline and 9 years of relevant work experience; or a current industry-specific certification in a relevant discipline and 11 years of relevant work experience; or 12 years of relevant work experience.
Related disciplines and experience may include computer science, computer engineering, electronics and computer technology, computer repair, and computer installation.
4 years of people management experience; leadership or management training or documented micro-credentials may substitute for up to one year of supervisory experience.
6 years of direct support experience with Windows, Mac, printers, audio-visual 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, managing time effectively, and working under pressure in a fast-paced environment.
Strong problem-solving and analytical skills.
Project management experience.
Ability to lift and carry up to 25 lbs.
Ability to reach above shoulder and periods of sitting, standing, walking, kneeling, bending, and stooping.
Mobility to move between campus buildings and visit off-campus entities.

Nice To Haves

4 years of IT support experience in an educational setting.
Coursework, certification, or professional development in IT Service Management (ITSM) best practices.
Experience reviewing and understanding architectural drawings.

Responsibilities

Manage and oversee Information Technology support, including event support, at the Skokie campus, Evanston Health Career Education Center, and auxiliary sites.
Serve as the single point of accountability for IT services in end-user spaces at the Skokie campus, Evanston center, and college-supported off-site offices.
Direct equipment installation, support, proactive updating and maintenance, retirement, and disposal; escalate issues to other IT areas as needed.
Monitor and analyze service requests for the supported locations, ensuring resolution and communication in accordance with service-level agreements.
Ensure incidents are resolved promptly or escalated as needed.
Coordinate responses to escalated incidents and issues with other IT areas and the college.
Lead the team in following current procedures, practices, documentation requirements, service expectations, and IT service management standards.
Oversee the creation and updating of documentation.
Manage on-site IT services for remodeling, system refreshes, and software upgrades.
Use ticket data, user feedback, and other relevant information to evaluate and improve team and User Support Services processes and procedures.
Collaborate with and advocate for changes to processes and procedures that intersect with other IT areas and the college.
Direct adoption and implementation of IT technology standards at Skokie, Evanston, and auxiliary locations, and maintain a multi-year roadmap.
Lead adoption of new technology by working with administrators and faculty to define needs and refine solutions.
Facilitate support for non-credit programs at the college and auxiliary locations, including high schools and libraries.
Recommend candidates for hire, supervise, and evaluate supervisory and technical staff.
Oversee staff training in the use and support of Oakton technology, including standard and unique setups.
Assist the Director of User Support Services with administrative duties and serve as the primary consultant for user support technology decisions for Skokie, Endeavor, and auxiliary locations.
Assume the responsibilities of the Director of User Support Services in the Director’s absence.
Perform other job-related duties as assigned.