ITS Helpdesk Manager
ITS Helpdesk Manager
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$ 81400 - 99500
1 Vacancy
Job Description
Overview
This position will lead the IMSA IT HelpDesk Team in providing exceptional technical support and service to a diverse community of alumni staff students and other stakeholders. This role is responsible for managing and mentoring tier 1 and tier 2 helpdesk staff. The successful candidate will exemplify responsible leadership foster a collaborative team environment and ensure the efficient and effective delivery of IT services and focus on these key areas:
- Oversee the daily operations of the IT HelpDesk team including managing support requests resolving technical issues and ensuring customer satisfaction.
- Mentor and guide tier 1 and tier 2 support staff providing ongoing training and development opportunities.
- Collaborate with colleagues and stakeholders to identify and implement process improvements for IT service delivery.
- Provide technical support and guidance for the development rollout and support of new solutions and technologies.
- Manage and maintain technical documentation ensuring accuracy and accessibility for endusers.
- Participate in the management of IT resources in accordance with State of Illinois inventory control policies and procedures.
The internationally recognized Illinois Mathematics and Science Academy (IMSA) develops creative ethical leaders in science technology engineering and mathematics. As a teaching and learning laboratory created by the State of Illinois IMSA enrolls academically talented Illinois students (grades 1012 in its advanced residential college preparatory program. It also serves thousands of educators and students in Illinois and beyond through innovative instructional programs that foster imagination and inquiry.
The Illinois Mathematics and Science Academy (IMSA) is committed to an equitable diverse and inclusive teaching and learning environment. IMSA has committed to advancing equity in STEM education and representation and creating a diverse inclusive community of global citizens who can realize their full potential and execute our mission to advance the human condition.
This Equity and Excellence work is the intentional integration of Cultural Competence Diversity Equity EquityMinded Frame Excellence and Inclusion into every facet of the Academy with the understanding that it is an active and ongoing process involving structures processes and people and not an isolated initiative.
This position will support IMSAs Diversity work by ensuring the delivery of quality equitable and inclusive constituentcentered support while promoting and maintaining an inclusive work environment and culture that embraces the diversity of people and perspectives collaborating at IMSA to ignite and nurture creative ethical scientific minds that advance the human condition.
Responsibilities
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. This individual is responsible for but not limited to:
- Project facilitator for IT Helpdesk and Engineering projects.
- Consult and/or liaison for IMSA community special events requiring IT resources or IT resource logistics and support.
- Lead process for specific software application usage and revision upgrades
- Coordinate end user computer and computer accessory refresh cycles. Includes recommendation and management of budgets associated with computer replacements and obsolescence. Provide recommendations on new device specifications make model and warranties. Oversee the disposal of retired obsolete devices per State of Illinois inventory control procedures and policy.
- Manage end user operating system and software application configurations and deployment. Includes creation of gold master computer deployment images using various software deployment tools.
- Oversee Academywide copy centers and printing devices. Includes negotiation of MultiFunction Device leasing program. Provide recommendations on new/replacement device specifications and deployment based on usage reports from printing management solution.
- Manage software licensing and software service contracts.
- Contribute to IT Helpdesk process and procedure documentation. Directly revise end user process procedure and taskoriented documentation.
- Provide Tier 1 2 and 3 service and support as needed.
- Other duties as assigned.
Qualifications
MINIMUM QUALIFICATIONS
The required skills and experience for this position include but are not necessarily limited to:
- A minimum of a Bachelors degree in an IT related field
- 5 to 7 years of direct experience
- Demonstrated ability to work well with a variety of individuals and diverse populations
- Excellent information/computer skills including spreadsheet database and word processing
- Demonstrated organizational and problemsolving skills
- Excellent communication and interpersonal skills
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS
Work is performed in an office setting with minimal exposure to health or safety hazards. Substantial time is spent working on a computer. This role generally requires mobility written and verbal communication hearing and visual capabilitiesfinger dexterity repetitive motions loading unloading and moving materials/boxes weighing up to 50 pounds as well as bending and kneeling.However reasonable accommodations including assistive technology may be made to enable qualified individuals with disabilities to perform such requirements.
COMPENSATION:
This position is a fulltime exempt 12month employmentatwill position. Salary regionally commensurate with training and experience in like institutions with a range of $81400 to $99500. IMSA offers a comprehensive state benefits package (major medical dental vision and prescription) with rates foundhere a generous paid time off plan anda retirement plan through the State University Retirement System SURS. The State Universities Retirement System (SURS) is reciprocal with other Illinois public retirement systems such as the Teachers Retirement System of Illinois (TRS) and the Illinois Municipal Retirement Fund (IMRF).The State Universities Retirement System SURS is reciprocal with other Illinois public retirement systems such as the Teachers Retirement System of Illinois (TRS) and the Illinois Municipal Retirement Fund (IMRF).
The Illinois Mathematics and Science Academy is an Equal Employment Opportunity Employer providing equal employment opportunities without regard to race color sex sexual orientation age religion or national origin. This policy also includes the handicapped and all disabled Vietnam era veterans. IMSA utilizes only jobrelated criteria in making decisions concerning applicants and employees.
Required Experience:
Manager
Employment Type
Unclear
