Job Description:Basic Function and Responsibility The Senior Manager of User Support Services, Skokie, Evanston, and Auxiliary Locations is the lead in managing and coordinating support of Oakton's technology services at Skokie, Evanston, and Auxiliary locations, including offices in high schools and off-campus events such as commencement. This position is the authoritative resource on technology support at our Skokie campus, our Evanston Health Career Education Center, and any other auxiliary locations. 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 Skokie campus, the Evanston Health Career Center, and auxiliary sites.
- Serve as the single point of accountability for all Information Technology services related to end-user spaces (offices, classrooms, labs, conference rooms) at the Skokie Campus, Evanston Health Career Education Center, and other college-supported offices in off-site locations.
- Direct the installation, support, proactive updating and maintenance, retirement and disposal of equipment for the Skokie Campus, Evanston Health Career Education Center, and other college-supported offices in off-site locations, escalating issues to other areas of IT as needed.
- Monitor and analyze service requests either directly assigned, reassigned or escalated that are for I Services at Skokie, Evanston, or auxiliary sites, ensuring they are resolved and communication follows 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 Skokie, Evanston, and Auxiliary locations, 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.
- Supervise and facilitate support for non-credit programs both at the college and in auxiliary sites such as high schools and libraries.
- Recommend for hire, supervise, and evaluate supervisory and technical staff. 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 Skokie, Endeavor, and Auxiliary 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:Supervision received from the Director of User Support Services.
Supervision Exercised:Functional supervision of up to 8 employees; provide leadership to personnel who oversee up to 12 student employees. Project based supervision over other Information Technology employees when coordinating events and global services.
Requirements: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.
- 4 years IT support experience in an educational setting preferred
- Course work, certification, or professional development in IT Service Management (ITSM) best practices preferred.
- Experience in reviewing and understanding architectural drawings preferred.
- Project Management experience required.
Working ConditionsLifting up to 25 lbs. and carrying up to 25 lbs. Ability to reach above shoulder. Periods of time spent sitting, standing, walking, kneeling, bending and stooping. Mobility to move from building to building on-Campus and to visit off-Campus entities. Work is performed in a general office environment. Little exposure to adverse working conditions.
Additional Information:HOURS - Monday - Friday 8:15 am - 5:00 pm (Hours may vary due to the needs of the College).
SALARY: Compensation will be commensurate with experience, minimum starting salary is $90,952
Based on the needs of the college and with Administrator approval, some positions at the college may have a hybrid schedule option available after 30 working days.
For information regarding employment eligibility, please visit our employment at Oakton web page.Application Instructions:Please be sure to have a current resume, cover letter, and list of, at least, three (3) professional references with contact information prepared to submit with your application.
Posted positions may be removed from the Oakton website without notice when it is determined that no additional applicants are required.
