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Collegis Education · 3 weeks ago

Information Technology Support Manager

Oak Brook, IL

Full-time

Hybrid

Senior Level, Lead/Staff

$90K/yr - $120K/yr

10+ years exp

Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities. They are seeking an IT manager to lead multi-site end-user support delivery for partner institutions, overseeing service-level delivery, quality, and operational performance of IT Support Specialists teams.

EducationInformation Technology

Hiring Manager

Abby Fenske

Responsibilities

Lead, organize, and oversee the operations of the IT Support Specialist (ITSS) teams to ensure a consistent, high-quality customer experience across supported schools

Own service performance and accountability via metrics (e.g., customer satisfaction, productivity, ticket quality, cycle time, and closure times); use data to drive actions and results

Coach, develop, and enable ITSS Supervisors and teams through clear expectations, regular feedback, career development, and training plans; build a culture of ownership and service excellence

Deliver to service-level targets governed by SLAs and contracts by proactively adjusting staffing, schedules, skills, processes, and workflows; partner with other teams to reduce repeat issues and improve outcomes

Serve as an escalation and stakeholder leader in collaboration with vCIOs and Partner Managers; run effective incident communications, set expectations, and maintain trusted relationships with campus leadership

Manage operating expenses for the function; forecast, track, and control spend while ensuring the service is resourced appropriately and delivered efficiently

Drive operational excellence and continuous improvement: standardize service practices across sites, maintain playbooks, improve knowledge management, and implement quality assurance to improve consistency

Ensure support tools and workflows enable efficient service delivery (ITSM, workflow management, ticket triage, and related technologies) in partnership with tool owners; identify gaps and champion improvements

Lead process adoption and change management for new or improved support processes and enablement initiatives; recommend technology investments that improve experience and efficiency

Expand and improve end-user self-service and knowledge content to reduce avoidable contacts and improve first-contact/first-resolution outcomes

Collaborate with other technology and support teams to identify root causes and resolve recurring issues through problem management practices

Communicate and escalate risks, trends, and service-impacting issues to leadership; provide concise, executive-ready updates and mitigation plans

Use sound judgment and critical thinking to make timely management decisions; balance customer impact, risk, and service commitments

Plan, prioritize, delegate, and oversee the quality of work across sites; ensure consistent standards, documentation, and follow-through

Hire and retain top talent; manage performance, including recognition and corrective action when needed; build a high-performing, accountable team

Manage end-user communications for service-impacting activities; ensure messaging is clear, timely, and appropriate for the audience

Model professionalism and calm, effective leadership—especially during escalations and incidents; represent Collegis well with internal and campus stakeholders

Enforce information security policies and operational controls; ensure teams follow the right handling, escalation, and reporting practices for sensitive data

Reduce risk of misuse of information assets by ensuring teams follow asset controls and security requirements, and by coordinating with appropriate teams on patch/compliance processes that support services delivered

Travel to supported schools as needed (typically up to 20%)

Participate in an after-hours escalation rotation for major incidents and critical campus needs; act as an escalation leader when on-call

Qualification

IT service deliveryEnd-user support managementPeople leadershipFinancial managementITIL certificationAgile environment experienceCommunication skills

Required

10+ years of experience in information technology, including 5+ years leading end-user support / helpdesk operations (multi-site, distributed, or enterprise environments preferred). Experience leading leaders/managers strongly preferred

Strong understanding of IT service delivery and customer service best practices; ability to translate service goals into measurable execution

Demonstrated people-leadership strength: coaching, performance management, hiring, development planning, and building accountable, high-performing teams

Financial management skills to manage an operating budget, staffing plans, and service efficiency initiatives

Ability to perform in an agile, fast-paced environment and lead through ambiguity, change, and competing priorities

Ability to collaborate with technology and business leaders and present ideas in a user-friendly, non-technical manner

Excellent written and verbal communication; able to communicate effectively with campus leadership, vCIO partners, and Collegis leadership, including during escalations and incidents

Availability for occasional evening/weekend support for critical incidents and escalation leadership

Bachelor's degree or equivalent experience required