Campus IT Support Manager
1 month ago
Campus IT Support Manager Bookmark this Posting Print Preview | Apply for this Job
Posting Details
Posting Detail Information
Posting Number S02725
Position Title Campus IT Support Manager
Internal Position Title Campus IT Support Manager
Department Technology Support
Position Type Staff
Job Family Professional
Job Summary
The Campus IT Support Manager provides support to users of computers and related computer equipment throughout the College, in addition to supervising Tier 2 technician(s) and student workers. This support shall include, but not be limited to, installing and curating hardware and software, performing inventory, troubleshooting, and repair of computers and related computer equipment. This role reports to the Director, Technology Support.
Why choose the College of Lake County for your next opportunity?
The College of Lake County ( CLC ) offers a competitive salary, excellent benefits that includes Blue Cross Blue Shield of Illinois health, Delta Dental and Superior Vision insurance plans, tuition support for employees and qualified family members, three retirement plans, disability, group and supplemental life insurance, health and dependent care flexible spending account plans, a compressed work week in the summer (Closed Fridays), generous vacation, sick and personal time off and 14 paid holidays each year. Some benefits will not be available for part-time employees (ex: health insurance).
CLC is a comprehensive community college located in northeastern Illinois committed to being an innovative educational institution providing life-changing paths for our students by offering exceptional learning experiences. CLC achieved a milestone in 2023 with its designation as a Leader College. This national recognition awarded by the Achieving the Dream Network is the result of improved student outcomes through the CLCs relentless commitment to transformational change and the implementation of innovative practices within the student success model over the past few years.
CLC aspires to be a place where every student succeeds, every employee thrives, so that every business achieves and every community grows. Our mission is to be innovative and value-driven in supporting student success through developing and encouraging employees of all backgrounds on their journey toward achieving personal and professional growth.
Required Qualification(s)
+ A Bachelors degree and five (5) years of experience in an Information Technology role AND two (2) years of supervisory experience OR Masters degree and five (5) years of experience in an Information Technology role
+ Effective verbal and written communication skills
+ Ability to work effectively with a wide range of customers and a focus on diversity, equity, and inclusion
+ Committed to keeping up-to-date with the ever-changing technology landscape.
+ Reflect a positive, high-energy and professional demeanor
+ Demonstrated ability to achieve the respect of, motivate, and lead others through personal demeanor, thought leadership, and interpersonal skills.
+ Demonstrated ability to work well on and contribute to the high performance of a team
+ Demonstrated ability to prioritize and deliver according to deadlines while handling multiple tasks, ability to exercise judgment, handle confidential information, and function with minimal supervision
+ Demonstrated excellent organizational abilities and attention to detail
+ Ability to explain technical concepts and procedures to non-technical users
+ Ability to problem-solve, analyze information to make informed decisions and/or recommendations
+ Applies principles of logical thinking to a wide range of intellectual and practical problems.
+ Ability to travel between campuses as needed
Desired Qualification(s)
+ Experience with a Directory Services architecture
+ Familiarity with ITSM incident management systems
+ Higher education experience ideally in a community college setting
+ Expereince in project management
+ Bilingual Spanish and English
Posting Date 07/05/2024
Closing Date 07/21/2024
Expected Start Date
Special Instructions Summary
Pay Rate $63,731/year
Full-Time/Part-Time Full-Time
Location Lakeshore
Total Hours per week 40.00
Work Schedule
Monday Friday, Hours 7:00 a.m. 3:30 p.m.
Software Testing Required None
Interview Process Requirements None
EEO Statement
The College of Lake County is an equal opportunity employer and has a strong commitment to diversity. In that spirit, it seeks a broad spectrum of candidates including minorities, women and people with disabilities.
Summary of Essential Functions
Manages others in the performance of, and able to personally perform, all of the following tasks:
Technology Support (40%)
+ Consistently provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents.
+ Troubleshoots and resolves computer hardware, software, peripherals, and networking issues at their root cause, in person and via phone, email, and chat.
+ Coordinates and performs audio/visual support of classrooms, board meetings, live events, and digital signage.
+ Acts as a liaison for other IT teams when assistance is needed for network, server, telephony, and monument sign support at the remote campus.
+ Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause.
+ Efficiently and effectively escalates issues after an appropriate time or when issues require further expertise.
+ Identifies and leverages opportunities to improve the productivity of faculty and staff by providing just-in-time training on optimal operation of computer hardware, software, and peripherals.
+ Eagerly assists other Technology Support staff in resolving issues at their root cause.
Personnel Management (30%)
+ Leads a team of union employees following collective bargaining contracts and best practices.
+ Executes strategy, including achieving goals according to priority and operational outcomes.
+ Provides guidance for work efforts, priorities, and due dates for all direct reports.
+ Implements plans and policies.
+ Accountable for team personnel and related employment decisions.
+ Ensures staff performance is acceptable, including setting performance goals, conducting performance reviews, mitigating sub-par performance, and amplifying above-par performance.
+ Provides ongoing coaching and development for team members.
+ Ensures team is appropriately resourced, including training, tools, and direction.
+ Monitors and controls expenses in alignment with budget.
+ Motivates and inspires team members to perform at their highest capabilities and to collaborate with others.
+ Sets a personal example of high performance in terms of personal demeanor, work effort, outcomes, working with direct team, and working with peers.
+ Conducts regular team meetings and disseminates timely communications to keep the department current on all initiatives.
+ Manage the relationship with the campus Dean and other administrative personnel, attending meetings, reporting issues, and suggesting improvements to the Director, Technology Support.
Strategic Leadership / Project Management (10%)
+ Installs, deploys, and maintains authorized computer hardware, software, and peripherals for faculty and staff in accordance with the Colleges acceptable use policy.
+ Installs, deploys, and maintains authorized computer hardware, software, and peripherals in classrooms and College labs in accordance with the Colleges acceptable use policy.
+ Accountable for problem-free operation of computer hardware, software, peripherals, and networking in classrooms and College labs.
+ Assists with special projects as assigned.
+ Administers select network-related systems as defined.
+ Scans technology marketplace to identify opportunities for further research and recommends new technologies for deployment in service of student, faculty, and staff productivity.
+ Assists in assessing the need for new and/or additional technology.
Student/Customer Support (10%)
+ Accurately documents and maintains all support requests and efforts in the ticket management system.
+ Ensures support tickets are appropriately transferred, escalated, and closed.
+ Keeps customers updated on the status of their open incidents.
+ Ensures that customers are satisfied upon ticket closure.
+ Assigns tickets to individuals in other areas of IT in the absence of their assigned supervisor.
+ Compiles, analyzes, and shares reports of interactions via ticket management system with employees, observing trends and suggesting process improvements based on the data.
Other Duties (10%)
+ Communicates in a timely and tactful manner via email or other methods to share information on outages, upgrades, and other situations involving technology interruptions or process changes.
+ Assists with documenting and maintaining up-to-date, accurate, and helpful information the departments knowledgebase
+ Assists in the development and enforcement of computer hardware, software, peripheral, and networking standards and acceptable use policies for students, faculty, and staff.
+ Assists with special projects as assigned.
+ Acts as an IT liaison between faculty and staff to communicate changes, gather feedback, suggest improvements, and implement solutions.
+ Models all institution and regulatory policies, procedures and standards.
+ Utilizes self-appraisal to determine progress in meeting performance management system objectives and career goals.
+ Proactively works with other members of the College to identify and implement key opportunities for operational improvements.
+ Other duties as assigned
Posting Specific Questions - supplemental questions
Required fields are indicated with an asterisk (*).
+ * Do you have a Bachelors degree and five (5) years of experience in an Information Technology role AND two (2) years of supervisory experience OR Masters degree and five (5) years of experience in an Information Technology role?
+ Yes
+ No
+ * Are you familiar with ITSM incident management systems?
+ Yes
+ No
+ * Do you have project management skills?
+ Yes
+ No
+ * Do you have higher education experience in a community college setting?
+ Yes
+ No
+ * Are you bilingual in Spanish and English?
+ Yes
+ No
Applicant Documents
Required Documents
+ Resume
+ Cover Letter
+ Unofficial Transcript 1
Optional Documents
+ Unofficial Transcript 2
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