Apply on Employer Site

Oakton College · 1 day ago

Manager of User Support Services, Endpoint Technology

Des Plaines, IL

Full-time

Hybrid

Mid, Senior Level

7+ years exp

Oakton College is seeking a Manager of User Support Services, Endpoint Technology to lead and manage the strategic direction of the college's end-user hardware technology. This role involves overseeing IT services for construction projects, establishing hardware standards, and building a responsive team to meet technology support needs.

Higher Education

Responsibilities

Provides leadership on endpoint technology, coordinates with stakeholders across the college to meet their needs, and authorizes end-user technology purchases for all college spaces, employees, and students as well as any remote or mobile technology needs

Oversees technology standards for college spaces, including but not limited to offices, conference rooms, classrooms, and multipurpose rooms, as well as remote or off campus locations. Plan, review, and coordinate documentation of standards and processes or procedures related to the standards, as well as related knowledge articles, training, and other support materials

Provides leadership and support for new and remodeled facilities, including project management for Information Technology (IT) services related to construction, providing expertise during design, making purchasing decisions, and overseeing the installation of equipment

Manages across IT and coordinates with the college stakeholders to ensure all spaces align with current college technology standards and meet the technology needs of the functional area(s) in the space

Provide project management for Information Technology (IT) services related to endpoint technology, such as planning and coordinating projects for new hardware installation, office moves, or updating endpoint technology

Oversees complex incidents and service requests (tickets) related to endpoint technology. Coordinates the timely resolution or escalation of incidents or service requests, and ensures the team meets service level agreements and follows ticketing procedures

Direct end-user technology asset lifecycle management - including evaluation, procurement, installation, inventory, support, retirement, and disposal along with supporting documentation of the associated policies and procedures. Plans strategically to ensure adoption and support of new technology that is responsive to the needs of the college

Analyze data to determine new or updated processes and procedures to promote excellent customer service in technology support; as needed, collaborate and advocate for changes to processes and procedures that intersect with the Endpoint Technology team and other areas within IT and the college

Recommends for hire, supervises, and evaluates supervisory and technical staff. Ensures the team follows current procedures, meets service expectations, provides documentation, and all work is aligned with college standards

Provide leadership in expanding services to include new and innovative endpoint technology, collaborating with area administrators on exploring new technology, including specifying equipment, testing, buying, and adoption plans

Perform other job-related duties as assigned

Qualification

People ManagementEndpoint Technology SupportProject ManagementWindows SupportMac SupportAudio-Visual EquipmentArchitectural DrawingsLeadership TrainingAgile MethodologyScrum MethodologyHigher Education Experience

Required

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 managing projects; current professional certifications in Project Management, Agile, Scrum or other project methodology with documentation may be substituted for up to one year of project management work experience

3 years' experience in people management; leadership or management training or microcredentials 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

Experience in reviewing and understanding architectural drawings