Dominican University · 5 days ago
Support Center Manager
River Forest, IL
Part-time
Onsite
Entry, Mid Level
$62K/yr - $65K/yr
1+ years expDominican University is a Catholic, comprehensive teaching university located in River Forest, IL. The Support Center Manager is responsible for managing the Support Center operations, ensuring exceptional IT and client services for students, faculty, and staff, while also coordinating technology services for university events.
Higher EducationProfessional ServicesUniversities
Responsibilities
Manage all operations of the Support Center: supervising employees, managing service operations: first touch resolution for helpdesk calls, classroom support, walk-ins, and ticketed support cases. Serves as escalation point within the Support Center
Manage all employment activities of Support Center full-time staff and graduate/undergraduate student employees: hiring, supervising, coaching, training, scheduling, payroll, and performance evaluations
Manage and coordinate IT support for university events (e.g., SOAR, orientations, CREL meetings) and ensure timely delivery of services
Serve as primary administrator for the Equipment Loan Program
Administer and optimize the TeamDynamix platform, including ticketing workflows, knowledge base management, and content governance to support service excellence and continuous improvement
Ensure adherence to university policies, procedures, and SLAs; proactively addressing issues, resolve escalations, and mitigating risks to maintain operational continuity and customer satisfaction
Monitor service delivery metrics, analyze trends. Work with Director of Support and Project Management to implement improvements for efficient departmental operations
Identify, recommend, and implement short-, mid-, and long-term strategies to strengthen support services, improve operational efficiency, and align with institution priorities
Provide on-call leadership and escalation support during non-office hours and peak academic periods to ensure continuity of service
Qualification
Required
Associate's degree from an accredited institution, or related certifications
1 to 2 years experience in higher education with IT systems and high-volume IT functions
Experience with TeamDynamix ticketing system
Extensive experience working with students, staff, and faculty in a customer service-driven environment
Strong commitment to customer support, leadership, and communication
Excellent written and oral communication skills
Ability to communicate technical issues to varied audiences
Strong interpersonal skills for engaging diverse constituencies
Problem-solving skills and ability to adapt to rapidly changing technology environments
Ability to present complex technical issues clearly
Strong interpersonal awareness and collaboration skills
Preferred
Bachelor's degree from an accredited institution preferred
Experience managing IT support center or helpdesk operations in higher education
Familiarity with IT service management tools (e.g., TeamDynamix)
Knowledge of ITIL or HDI processes and terminology
Ability to work flexible hours, including evenings and weekends during peak period
Customer service skills
Benefits
Comprehensive health, dental, and vision insurance
Retirement plan with employer matching contributions
Professional development opportunities
Tuition remission for employees and their dependents
Flexible spending accounts (FSA)
Generous paid time off (PTO)
Company
Dominican University
Dominican University is a private catholic university.
201-500 employees
H1B Sponsorship
Dominican University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (2)
2023 (3)
2022 (3)
2021 (1)
2020 (3)
Funding
Current Stage
Growth StageLeadership Team
Barrington Price Psy.D
CEO Dominican University Chicago Campus & Vice President for Student Success and Engagement
Todd D. Kleine, Ed.D., PMP
Chief Information Officer
Company data provided by crunchbase