IT Services Desk Manager
Chicago, IL

Job Description

Please make sure to read the job posting in its entirety as it reflects both the University roles and responsibilities, followed by the specific description.

Department4445203 IT Services Fin & Hr Appl

About the UnitIT Services is an integral part of the University of Chicago, committed to service delivery and support of the university mission through innovative uses of technology.

Job FamilyInformation Technology

Responsible for the design, implementation, and maintenance of new and existing applications, systems architecture, and network infrastructure. Ensures operation and security of all servers and networks. Configures, installs, maintains and upgrades applications and hardware for the organization's infrastructure and for end-user devices.

Career Track and Job LevelIT User Support

Takes ownership of and resolves customer issues regarding hardware, software, site licensing, networking, and audio and video devices. Supports customers through the installation of applications and computer peripherals, and remotely by researching and identifying solutions. Walks users through problem-solving process and deploys a variety of devices to customers, including computers, tablets, mobile phones, projectors, speakers, and printers/copiers.

M2: Manages professional employees and/or supervisors. Is accountable for the performance and results of a team within own discipline. Adapts departmental plans and priorities to address resource and operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from manager. Provides technical guidance to employees, colleagues and/or customers.

Role ImpactPeople Manager

ResponsibilitiesThe job manages a team of professional staff responsible for resolving end user issues regarding hardware, site licensing, software and networking. Manages customer support during the installation of applications and computer peripherals. Monitors the deployment of devices to customers, including computers, tablets, mobile phones, and printers/copiers.

1) Manages professional staff and/or supervisors. Establishes performance goals, allocates resources and assesses policies for direct subordinates., 2) Develops departmental plans, policies, procedures, and standards. Is accountable for the performance of the information systems function, including networking, systems and applications development, systems analysis and integration, and/or computer operations., 3) Manages all IT needs. Develops and implements business plans to deliver technical solutions., 4) Ensures teams provide timely and appropriate responses to IT user support issues and compliance with University security requirements., 5) Performs other related work as needed.

Unit-specific Responsibilities

1) This position will manage a team of support personnel who troubleshoot IT issues.

2) Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.

3) Ensure maximum issue resolutions in minimum time.

4) Evaluate new information systems products or services and suggests changes to existing products or services to better aide the end user.

5) This position will lead and direct the work of others.

6) Assign personnel to various operations and direct their activities.

7) Review and evaluate work and prepare performance reports

8) Provide training of department staff and end users.

9) Through effective leadership, the manager will hold the team accountable for service level metrics, policies, procedures, and standards to ensure the team delivers on their overall mission to provide timely, efficient and accurate service.

Unit-preferred Competencies

1) Proven track record of coaching and monitoring agent performance

2) Development and reporting of KPIs

3) Extensive mentoring and coaching experience/skills

4) Teamwork oriented, with a documented background of success through team interactions

5) Demonstrated ability to effectively interact with employees, peer and senior level management

6) Excellent verbal/written communication and presentation skills

Working Conditions

1) Standard office environment

Mental Demands

1) Strong time management, organizational and analytical skills.

2) Ability to prioritize multiple projects and independently follow through with detail for project assignments.

3) Handle confidential material and work with personnel in a tactful and courteous manner.

4) Must be able to work after hours and on-call as required.

5) Ability to manage all details for a variety of projects and meet deadlines

Education, Experience, and CertificationsMinimum requirements include a college or university degree in related field.

Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline.

Preferred Qualifications

Education

1) Bachelor's degree in computer sciences or in a related technical field.

2) ITIL V3, or higher, Foundation Certified.

Experience

1) Minimum seven years of experience in managing and supervising technical staff.

2) Minimum five years of experience leading a Service Desk environment.

3) Minimum three years of experience in an ITIL framework environment with experience in incident and service management.

4) Experience in a customer service environment.

5) Experience in ITSM transformation and continuous improvement.

6) Advanced proficiency with Windows and Mac operations and common Office Suite applications.

7) Experience supporting in voice/data services including VoIP.

8) Experience in supporting a University environment.

9) Knowledge and experience in ServiceNow or similar service management tools.

10)Experience managing staff and hours of operation that can cross over from one to possibly three shifts.

Required Documents

1) Resume

2) Cover Letter

NOTE: When applying all required documents MUST be uploaded under the Resume/CV section of the application.

FLSA StatusExempt

Pay FrequencyMonthly

Pay GradeDepends on Qualifications

Scheduled Weekly Hours37.5

Benefits EligibleYes

Drug Test RequiredNo

Health Screen RequiredNo

Motor Vehicle Record Inquiry RequiredNo

Posting Date2019-05-23-07:00

Remove from Posting On or Before2019-11-23-08:00

Posting Statement

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.