Endpoint Support Manager

Job description

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Job No: 511492
Work Type: On Campus
Location: Normal, Illinois

Title: Endpoint Support Manager

Employee Classification: IT Technical Associate

Department: Client Services

Campus Location: Normal, IL

General Summary

This position will lead the Endpoint Support team of The Office of Technology Solutions, which provides a full range of desktop support services to over 1200 university staff and over 3000 individual devices. The Endpoint Support team includes specialty support areas responsible for Executive Support to select university administrators; in addition, the team provides PCI device and compliance support, Asset Management process leadership, and e-Recycling of computer equipment for all of the University. The Student Employment Experience (SEE) program, a training and development program for Tech Solution’s student employees, also operates as part of the Endpoint Support team.

The Endpoint Support Manager provides oversight of and acts as an escalation point for the day to day operations of all services provided by Endpoint Support, as well as being responsible for long term planning associated with them.

Additional Information

Technology Solutions provides information technology products and services for the administrative and business functions of Illinois State University. Through our Technology Support Center and our highly trained staff, Technology Solutions looks to improve the campus experience for all students, faculty, staff, and the rest of the campus community.

Required Qualifications

1. Bachelor’s or equivalent degree

2. Ten (10) years of work experience in an IT support related profession.

3. At least five (5) years of work experience providing technology support to administrative and business units.

4. Five (5) years of professional work experience providing direct endpoint support to users on hardware/software issues, including both Windows and Mac OS as well as mobile device support

5. At least three (3) years of work experience supervising or leading an IT support team providing desktop support services to at least 1000 end users and 2500 end user computer devices

6. At least two (2) years of work experience with system administration of Windows servers

7. Demonstrated excellence in the following skills:
a. Communication
b. Delegation
c. Prioritization
d. Problem Management
e. Capacity Management

8. Experience with Knowledge Management, particularly Knowledge-Centered Support

9. Experience with Asset Management, consisting of Inventory Management and Lifecycle Management

10. Willingness to research and learn independently

11. Experience with database administration

12. Experience writing technical documentation

Desired Qualifications

1. At least three (3) years of work experience supervising a team utilizing all of the following technologies:
a. Microsoft Active Directory
b. Microsoft Group Policy
c. Remote support and control technologies

2. Advanced ITIL certifications or Help Desk Institute (HDI) certifications; experience working within the ITIL framework

Work Hours

Core Hours: 8:00am-4:30pm Monday through Friday; weekend or after-hours work may be required as business needs dictate, to support change management or for disaster recovery

Functional Expectations

Must be able to complete the following with or without a reasonable accommodation:
1. Remain at a workstation for extended periods.
2. Ability to distinguish colors on a monitor.
3. Effectively communicate on a daily basis.

Proposed Starting Date

July 2021

Salary Rate / Pay Rate

$55,000 - $65,000 annual

Required Applicant Documents

Cover Letter
Reference List

PLEASE NOTE: These documents are required to be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Optional Applicant Documents

Transcripts - See Special Instructions to Applicants for additional options
Certification of Retirement Annuity

PLEASE NOTE: These documents may be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Special Instructions for Applicants

Please fully complete the entire application including, but not limited to, the education and work experience portions. Please list all education and all jobs you have had. Do not leave gaps in employment. You must list all duties you performed in the job duties section (Phrases such as "See Resume" are not acceptable). Failure to follow any of these instructions may constitute an incomplete application. Incomplete applications will not be considered.

College or university transcripts (may be unofficial) must be submitted prior to the application deadline in order to receive full consideration. Transcripts can either be uploaded with your application or submitted via the options listed below.

In order to be eligible for Veteran's Preference points on the exam, a copy of your DD-214 must be submitted prior to the application deadline.

Transcripts and/or DD-214 paperwork may be faxed or mailed to Human Resources by the application deadline:

Fax: 309.438.0011, Attn: Kira Shelton
Address: Illinois State University
Human Resources
Campus Box 1300
Normal, IL 61790-1300

The Civil Service examination for this classification is based on your application materials. No participation other than submission of applicant materials is required from applicants that qualify to take the exam. If you meet the minimum required qualifications for this position, you will receive a score calculated based on your education and experience, and your name will be placed on the active employment register by exam score. After the application deadline, the names within the top three scores will be referred to the department for interview. The active register for this classification will be voided when the position is filled.

Contact Information for Applicants

Kira Shelton
Human Resources
[email protected]
(309) 438-2120

Important Information for Applicants

If this position is Security Sensitive or if you are subject to a criminal background investigation based on University policy, employment is contingent upon you passing a satisfactory criminal background investigation. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

Illinois State University is an Equal Opportunity/Affirmative Action Employer.

If you are an individual with a disability and need a reasonable accommodation under the Americans with Disabilities Act (ADA) or other state or federal law you may request an accommodation by contacting the Office of Equal Opportunity and Access at (309) 438-3383. The Office of Equal Opportunity and Access will hold any confidential information you provide in confidence.

If you are having difficulty accessing the system, please call Human Resources at (309) 438-8311.

Application Opened: 06/09/2021 09:35 AM CST
Application Closes: 06/15/2021 11:55 PM CST




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Job No:
Posted: 6/10/2021
Application Due: 6/15/2021
Work Type: Full Time