Desktop Support Manager

Job description

Hyde Park Campus

21200 Humanities Divisional Administration

About the Unit
Since the founding of the University of Chicago in 1892, the departments of the Division of the Humanities have set an international standard for humanistic inquiry. Widely known for their interdisciplinary approach to scholarship and exchange of ideas, the Division's faculty consistently produces pioneering research that gives us the tools to articulate deep truths about ourselves. The Division comprises twenty-one departments and committees, and interdisciplinary centers and programs with over 200 faculty conducting research and teaching. Humanities Computing provides technology services, user support, and computing resources to meet the academic and administrative needs of the Division. Our expertise emerges from our ongoing engagement with the intellectual pursuits and activities of our faculty, graduate students and staff. Our unit works closely with affiliated departments, centers, institutes and technology groups on campus as well as peer institutions, funding agencies and other professional organizations to advance the division's research, academic and administrative goals.

Job Information

Job Summary:

Reporting to the Director, Humanities Computing, the Desktop Support Manager provides advanced technical support to end-users for PCs, Macs, servers, applications and services maintained by the university's central IT group. The Desktop Support Manager has primary responsibility for the desktop support team's delivery of service to the Division; requires the creation and application of policies, supervises the Desktop Support Specialist and team of student employees, and creates documentation for internal use as well as for communication to the members of the Division.

Applicants, please ensure that when you attach your resume, you include the other attachments as listed in the Required Documents section located at the end of this job description.


  • Performs, analyses, and assists in a variety of IT support activities including, providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards
  • Supervises and delegates work to the Desktop Support Specialist and team of student employees as part of the coordination of daily tasks; hires, trains, and manages the work of desktop support student employees and the Desktop Support Specialist; creates the schedule for the desktop support student employees every quarter and adjusts it as needed.
  • In collaboration with the Director, develops and works on long-term projects; creates policies and processes for desktop support.
  • Proposes desktop support operating budget, which includes student wages, hardware and software purchases, and periodically discusses the progress of the Operating budget with the Director.
  • Performs deployment of and upgrades to hardware and software; recommends systems modifications to reduce user problems, creates installation procedures and documentation, and provides on demand training
  • Provides support for highly technical, specialized applications that are often non-standard
  • Researches and analyzes computer products and systems available in the marketplace
  • Interacts with network services and/or web and software application developers, primarily inside of Humanities Computing, to restore service and/or identify and correct core problems
  • Stands in for the Director on an as-needed basis.
  • Consults, trains, advises, documents, and informs faculty, staff, and students regarding information technology infrastructures, products, and services
  • Represent Humanities Computing at various University-wide committees and initiatives as directed by the Director

  • Ability to understand technical aspects of a unit's core business function and determine customized IT needs to support those functions
  • Excellent decision making and problem-solving skills
  • Excellent organizational skills with emphasis on detail and follow-through
  • Excellent listening skills with the ability to empathize and focus on client service
  • Ability to communicate technical information to a non-technical audience in a clear and coherent manner
  • Broad understanding of hardware and software installation and troubleshooting in a desktop computing environment
  • Understanding of network connectivity and ability to troubleshoot connectivity problems
  • Understanding of PC/Mac software, operating systems and applications, networks, and hardware
  • Understanding of Microsoft Office 365, email clients, and web browsers
  • Effective time management skills
  • Ability to effectively oversee the work of others
  • Ability to maintain strictest confidentiality when working with sensitive information
  • Ability to demonstrate initiative in the resolution of problems

Additional Requirements

Education, Experience, or Certifications:

  • Minimum requirements include vocational training, apprenticeships or the equivalent experience in a related field.

  • Minimum requirements include knowledge and skills developed through 3-7 years of work experience in a related job discipline.
  • Experience in an academic or decentralized corporate environment preferred.
  • Experience with various computer related technologies preferred.

Technical Knowledge or Skills:
  • Understanding of network connectivity and ability to troubleshoot connectivity problems
  • Understanding of PC/Mac software, operating systems and applications, networks, and hardware
  • Understanding of Microsoft Office 365, email clients, and web browsers

Required Documents:
  • Resume
  • Letter of Interest in the Position
  • List of references

NOTE: When applying, all Required Documents MUST be uploaded under the Resume/CV section of the application.

Benefit Eligibility

Pay Frequency

Pay Range
Depends on Qualifications

Scheduled Weekly Hours


Job is Exempt?

Drug Test Required?

Does this position require incumbent to operate a vehicle on the job?

Health Screen Required?

Posting Date

Remove from Posting On or Before

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: Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.

Full time

About Us
The University of Chicago is an urban research university that has driven new ways of thinking since 1890. Our commitment to free and open inquiry draws inspired scholars to our global campuses, where ideas are born that challenge and change the world.

We empower individuals to challenge conventional thinking in pursuit of original ideas. Students in the College develop critical, analytic, and writing skills in our rigorous, interdisciplinary core curriculum. Through graduate programs, students test their ideas with UChicago scholars, and become the next generation of leaders in academia, industry, nonprofits, and government.

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Job No:
Posted: 11/9/2018
Application Due: 1/8/2019
Work Type: