Manager of User Support Services, Endpoint Technology

Basic Function and Responsibility

The Manager of User Support Services, Endpoint Technology is responsible for the leadership, management, and strategic direction of the College's end-user hardware technology for new and existing spaces. Provides oversight and coordination of IT services for construction projects. End-user hardware technology includes laptops, desktops, printers, projectors, speakers, and audio-visual equipment. The manager establishes college-wide hardware standards, and defines the strategic roadmap for the adoption of new technology implementation. The Manager determines the support models for complex or escalated technical issues for end-user hardware. The Manager builds and leads a knowledgeable and responsive team to meet the technology support needs of the college's endpoint technology.

Characteristic Duties and 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.

Supervision Received:

Supervision received from the Director of User Support Services.

Supervision Exercised:

Supervision is exercised over up to four direct reports, and a team of up to six staff and four student employees. Project based supervision over other Information Technology employees when coordinating support for global services.

Qualifications and Working Conditions

• 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.
• Experience in working in Higher Education, preferred

Working Conditions

Lifting up to 25 lbs. and carrying up to 25 lbs. Ability to reach above shoulder. Periods of time spent sitting, standing, walking, kneeling, bending and stooping. Mobility to move from building to building on-Campus and to visit off-Campus entities. Work is performed in a general office environment. Little exposure to adverse working conditions.

HOURS: Monday - Friday 8:15 am - 5:00 pm - Hours may vary to meet the needs of special projects. May need to travel to other campuses or off-site locations to support the college's endpoint technology.

SALARY: Compensation will be commensurate with experience, minimum starting salary is $80,992

Based on the needs of the college and with Administrator approval, some positions at the college may have a hybrid schedule option available after 30 working days.

For information regarding employment eligibility, please visit our employment at Oakton web page.

Equal Opportunity Employer