Mid-Atlantic HERC

Basic Function and Responsibility

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

Characteristic Duties and Responsibilities:

• 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 departments in IT and across the college to ensure issue resolution, and timely communication of major issues and problems.
• Direct the installation, support, proactive updating and maintenance, retirement and disposal of equipment for the Des Plaines Campus, escalating issues to other areas of IT 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 either directly assigned, reassigned or escalated that are for Des Plaines IT Services, ensuring they are resolved and communication following 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 Des Plaines, 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.
• Recommend for hire, supervise, and evaluate supervisory and technical staff.  Ensure the team follows current procedures, meets service expectations, provides documentation, and all work is aligned with college standards. 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 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.

 Supervision Received:

Administrative supervision received from the Director of User Support Services.

 Supervision Exercised:

Functional supervision of up to 12 employees, of which 5-6 are direct reports; provide leadership to personnel who oversee up to 20 student employees. Project based supervision over other Information Technology employees when coordinating events and global services.

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 Conditions

Lifting 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.

HOURS Monday - Friday 8:15 am - 5:00 pm 

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.

Equal Opportunity Employer

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About Oakton College

Educate. Empower. Transform At Oakton College, we know education changes lives - and that starts with the people who make it happen. For more than 50 years, we've built a welcoming and inclusive community where students from all backgrounds and experiences thrive. We're looking for passionate educators, professionals and leaders to join our team. Whether in the classroom, student support, or behind the scenes, your talents and expertise will make a difference and shape the future. We provide dynamic learning environments that empower students and employees alike with campuses in Des Plaines and Skokie and a Health Careers Education Center in Evanston. As a proud institution accredited by the Higher Learning Commission, Oakton is more than a college - it's a place where innovation, equity and lifelong learning drive everything we do. We value diverse perspectives and embrace new ideas and are dedicated to fostering an inclusive and student-centered culture. Explore career opportunities at Oakton College.

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