State of Illinois - Illinois Student Assistance Commission · 2 hours ago
Systems Engineering & Support Manager
Deerfield, IL
Full-time
Onsite
Mid, Senior Level
$110K/yr - $115K/yr
5+ years expThe Illinois Student Assistance Commission (ISAC) is seeking a Systems Engineering & Support Manager. This role will oversee the operations of the IT Help Desk and LAN Administration team, ensuring exceptional customer service and a strong commitment to user satisfaction across all divisions of ISAC.
Higher Education
No H1B
Responsibilities
Supervise help desk and LAN administration staff
Monitor clients' help-desk requests for timely completion and intervene as appropriate to meet customer satisfaction goals
Monitor department productivity and ensure team project timelines are on track and maintain related documentation
Evaluate key metrics to ensure consistent issue resolution
Determine staffing needs and schedule working hours accordingly to meet service level agreement commitments
Hire and mentor staff and collaborate in establishing goals to encourage growth and improvement. Provide constructive feedback on areas of improvement needed and initiate disciplinary actions when needed
Establish and implement controls, policies, and procedures for the department
Maintain currency of internal- and external-facing department procedure and policy documentation
Oversee inventory of hardware and software and submit procurement requests as needed
Ensure department policies for keeping operating systems and software versions current are followed
Participate in division budget planning and make recommendations as needed
Collaborate with IT upper management to ensure ability to meet agency IT infrastructure and support needs
Foster a supportive and cohesive culture within the department
Qualification
Required
Any one or any combination totaling 5 years (60 months) from the following categories: College coursework which includes Information Technology (IT), IT Management, Programming, IT Systems, or a closely related discipline
30 semester hours equals one (1) year (12 months)
Associate's Degree (60 semester hours) equals eighteen months (18 months)
90 semester hours equals two (2) years (24 months)
Bachelor's Degree (120 semester hours) equals three (3) years (36 months)
Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field, which includes supervisory or lead worker capacity
Minimum 5 years of experience managing an IT help desk or a customer-facing IT department
Preferred
Excellent interpersonal skills for problem-solving and conflict resolution
Ability to effectively communicate and professionally interact with all staff levels
High level of organizational skills for prioritizing department work and multitasking
General knowledge of client and server operating systems and hardware and software components
Proficiency with Jira project management software and Jira Service Management or similar ticketing system
Benefits
Health, vision, and life insurance
State Employees’ Retirement System
Educational benefits
25 earned vacation days per year
12 paid sick days
14 paid holidays
Tuition waiver at select public Illinois universities
Tuition reimbursements for non-public Illinois universities
Company
State of Illinois - Illinois Student Assistance Commission
In 1957, state lawmakers created the Illinois Student Assistance Commission (ISAC) to ensure that financial considerations did not prevent Illinois students from realizing their postsecondary educational goals.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Harikumar Pillai
Chief Information Officer
Jacqueline Moreno
Chief Service Officer
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