Mgr-District Technical Support

City Colleges of Chicago - Chicago, IL

Full-time - Mid Level

Chicago, IL

Educational Services

About the position

The Manager - District Technical Support at City Colleges of Chicago oversees the daily operations of the centralized IT Help Desk/Desktop services. This role is responsible for managing staff who provide technical support to the CCC community, ensuring service levels are met, and customer expectations are fulfilled. The manager implements performance standards, evaluates service delivery, and collaborates with IT management to enhance support processes.

Responsibilities

• Manage and oversee the day-to-day operations of the IT Help Desk/Desktop services.
• Implement and maintain processes and procedures for the Help Desk/Desktop section.
• Establish service and business level agreements for IT support services.
• Manage scheduling and assignment of staff and the Help Desk ticketing system.
• Ensure staff meets or exceeds service level agreements.
• Supervise technical staff providing Help Desk/Desktop support to staff and faculty.
• Implement processes for timely resolution of service requests and problems.
• Monitor communications to ensure professional and helpful advice is provided to customers.
• Respond to Help Desk service requests and provide technical support via various channels.
• Provide technical guidance and assist staff in Level 1 and 2 support.
• Oversee escalation of incidents to appropriate support levels.
• Participate in resolving escalated service requests requiring Level 3 support.
• Perform root cause analysis and communicate solutions to clients.
• Advise management on situations requiring additional client support.
• Maintain and update repository of help desk solutions and FAQs.
• Provide technical guidance and training to staff.
• Drive team performance through coaching and continuous improvement activities.
• Review help desk tickets to identify strategies for improving service delivery.
• Implement best practices for continuous improvement of technical support.
• Prepare reports on Help Desk service team's productivity and monitor staff performance against KPIs.
• Oversee asset and inventory management and communicate outage/emergency activities.
• Review customer survey feedback to improve services.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
• Five years of experience in an Information Technology environment.
• Proven experience leading technical support Help Desk/Desktop teams.
• Technical certifications such as CompTIA A+, Network+, ITILv3, or Microsoft 365 are highly desirable.
• Working knowledge of ITSM best practices and ITIL standards.
• Ability to communicate clearly with technology users at all levels.
• Excellent customer-oriented and interpersonal skills.
• Familiarity with desktop computing environments and Internet utility software.
• Knowledge of Microsoft Windows products, PeopleSoft Applications, and Service Desk Applications.

Nice-to-haves

• Technical certifications such as MDAA or comparable certifications.

Benefits

• 403(b) Investment Plan
• 457(b) Investment Plan
• Pension plan with the State University Retirement System (SURS)
• Generous vacation days
• Holiday days
• Personal days
• Sick days
• Tuition reimbursement