Skip to main content

This job has expired

Technology Support Center Manager

Employer
Illinois State University
Location
Normal, Illinois

View more

Job Details

.pup-card { background: #ffffff; box-shadow: 0 10px 20px rgba(0, 0, 0, 0.08), 0 6px 6px rgba(0, 0, 0, 0.02); border-radius: 25px; border: 2px solid #f2f4f9;}.job-info { padding: 50px 40px 30px 40px;}

Job No: 513595
Work Type: On Campus
Location: Normal, Illinois

Title: Technology Support Center Manager

Employee Classification: IT Technical Associate

Department: Client Services

Campus Location: Normal, IL

General Summary

This position leads the Technology Support Center (TSC) team which provides first level functional and technical support via phone, email, chat, web form, and in-person contacts. Support topics cover a broad range including, but not limited to, applications, university owned hardware, ISU functional processes, and personally owned devices. The supported user base includes all Prospective Students, Enrolled Students, Faculty, Staff, Guests, and Annuitants of Illinois State University.

This position also leads the Knowledge & Training Team, which is tasked with creating and modifying internal and end user facing knowledge articles within a knowledge management system. Additional responsibilities include training of new TSC student and full-time staff as well as training on new or updated TSC supported processes. Training team members develop and facilitate training offerings for the Office of Technology Solutions supported services utilized by the campus community.

The TSC Manager provides oversight of and acts as an escalation point for the day-to-day Incident and Knowledge Management operations conducted in the Technology Support Center.

General job duties include but are not limited to:
- Develop and maintain Technology Support Center and Knowledge & Training team policies, processes, and procedures.
- Supervise the Technology Support Center and Knowledge & Training team IT Service Management operations.
- Administer workforce management functions for the Technology Support Center and Knowledge & Training teams
- Perform duties as a leader within Technology Solutions and Client Services

Additional Information

Position-Specific Highlights:
- This position is eligible for hybrid work (mix of pre-scheduled/ad hoc remote and in-person days) after a 12-month training/probationary period. Eligibility is based upon employee performance, appropriate remote working environment, and business needs.
- Adjustable desks, which allow for work in sitting or standing positions, are provided.
- Training will be provided on technical support topics.
- Paid professional development certification/training.

University Benefit Highlights:
- Health, dental, vision, and life insurance
- Retirement and supplemental retirement
- Tuition waiver benefits are available to staff as well as their eligible dependents.
- Paid holiday/administrative closures during Thanksgiving and Winter Breaks
- Paid vacation and sick time
- 15 FY22 Holiday + Administrative Closure Days

For more University Benefit information: https://hr.illinoisstate.edu/benefits/

Technology Solutions provides Information Technology 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 students, faculty, staff, and the rest of the University community.

Client Services provides computing support to the entire campus community. They diagnose and resolve information technology-related issues, including problems with network connectivity and ULID accounts.

Required Qualifications
  1. Bachelor's or equivalent degree in Information Technology, IT Management, or a closely related discipline
  2. Two years of progressively more responsible work experience in an Information Technology (IT) related profession
  3. Ability to effectively communicate, both written and verbally, with colleagues, supervisors, administrative staff, and other IT users
  4. Excellent problem-solving skills and the ability to research complex problems or topics independently
  5. Ability to effectively supervise, coach, and prioritize work for a team of 10+ staff in a highly collaborative, hybrid work environment
  6. Ability to effectively multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities
  7. ITIL 4 Foundation certification or ability to obtain in the first 12 months of employment
Desired Qualifications
  1. Experience in supervisory or management roles
  2. Experience in a K-12 or higher education environment
  3. Experience working in a technical support, customer support, or call center environment
  4. Experience with the creation and maintenance of business and/or technical documentation such as processes, procedures, training plans, testing plans, business cases, job descriptions, or employee evaluations
  5. Experience working with customer or support record applications such as a CRM or ITSM system.
  6. Information Technology and/or Management related certifications
Work Hours

The Technology Support Center is open 7 days per week, 7:30am-10:00pm Monday through Friday and 10:00am-6:30pm Saturday and Sunday.

This posting is for a first shift position, with core hours of 7:30am-4:00pm Monday through Friday. Alternative first shift work schedules may be accommodated.

Functional Expectations

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

Proposed Starting Date

June 2022

Salary Rate / Pay Rate

$60,000 - $70,000 annual

Required Applicant Documents

Resume
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 to receive full consideration. Transcripts can either be uploaded with your application or submitted via the options listed below.

To be eligible for Veteran's Preference points on the exam, a copy of your DD-214 (official military discharge) 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
kgshelt@ilstu.edu
(309) 438-2120

Important Information for Applicants

This position is subject to a criminal background investigation based on University Policy 3.1.30 and any offer of 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: 05/06/2022 10:30 AM CST
Application Closes: 05/19/2022 11:55 PM CST


Organization

About

Illinois State University, founded in 1857, is the oldest public university in Illinois. Illinois State is a co-educational, residential university committed to fostering a small-college atmosphere with large-university opportunities and promoting the highest academic standards in teaching, scholarship, and community service. Serving more than 20,000 students, our six colleges offer 178 undergraduate majors, 77 minors, 102 master’s programs, 18 doctoral degrees, and 42 certificate options. We have repeatedly been named a “Great Place to Work” by the Chronicle of Higher Education.

Illinois State University is committed to and accountable for advancing equity, diversity, and inclusion in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our mission.

Vision

Illinois State University, a first-choice public university, will be increasingly recognized as a national leader for educating high-achieving, motivated students who seek an individualized and transformative experience at an institution that:

  • Offers premier undergraduate and graduate programs that integrate traditional knowledge and methods with emerging ideas and innovations
  • Generates knowledge through high-quality research, scholarship, and creative activities
  • Supports student learning and development inside and outside of the classroom
  • Serves the region, state, nation, and world through its commitments to responsible stewardship, meaningful civic engagement, cultural enrichment, and the development of global citizens

Mission

We at Illinois State University work as a diverse community of scholars with a commitment to fostering a small-college atmosphere with large-university opportunities. We promote the highest academic standards in our teaching, scholarship, public service and the connections we build among them. We devote all of our resources and energies to creating the most supportive and productive community possible to serve the citizens of Illinois and beyond.

Values

Pursuit of Learning and Scholarship

Illinois State University works with students as partners in their educational development inside and outside of the classroom so that students come to appreciate learning as an active and lifelong process. The University contributes new knowledge through research, scholarship, and creative activities in which all students, faculty, and staff are encouraged to participate. Faculty members embrace a balanced teacher–scholar model that values their contributions as teachers (facilitators of learning) and scholars (creators and discoverers of knowledge and information). 

Individualized Attention

Illinois State University provides a supportive environment that places all learners at the center of teaching and scholarship. Innovative curricular and cocurricular programs, strong student-faculty-staff connections, and superior student services focus on each student as an individual. The University fosters academic and personal growth, recognizes unique educational aspirations, and acknowledges that each faculty and staff member is integral to student success.

Diversity

Illinois State University affirms and encourages community and a respect for differences by fostering an inclusive environment characterized by cultural understanding, ethical behavior, and social justice. The University supports a diverse faculty and staff who mentor a diverse student population. The University endeavors to provide opportunities for all students, staff, and faculty to participate in a global society.

Integrity

Illinois State University promotes an environment defined by the highest ethical standards. Leadership of the University is characterized by stability, adherence to shared values, collaborative decision making, and accountable stewardship of all university resources. Members of the University community work collaboratively through shared governance to ensure the success of the University and are dedicated to making ongoing improvements, always enhancing their contribution to Illinois State University and building on prior accomplishments. Teaching and learning, including research and creative activities, are conducted at the highest level of academic quality and integrity.

Civic Engagement

Illinois State University prepares students to be informed and engaged global citizens who will promote and further the goals of society. The University promotes active learning experiences through which students will gain an awareness and understanding of civic engagement as a lifelong responsibility. The University partners with business, industry, government, and educational entities providing leadership in local, statewide, national, and international initiatives; expanding service and outreach; and enhancing financial support for instructional, scholarly, and service activities.

Illinois State University, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding affirmative action, nondiscrimination, and anti-harassment. Illinois State University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, order of protection, gender identity and expression, ancestry, age, marital status, disability, genetic information, unfavorable military discharge, or status as a veteran in employment, educational programs and activities, or admissions. Inquiries or complaints may be addressed by contacting the director of the Office of Equal Opportunity and Access by email at EqualOpportunity@IllinoisState.edu, by calling (309) 438-3383, or by mail at Illinois State University, Campus Box 1280, Normal, IL 61790.

Company info
Website
Telephone
309-438-8311
Location
Campus Box 1300
Illinois State University
Normal
Illinois
61790
US

Get job alerts

Create a job alert and receive personalized job recommendations straight to your inbox.

Create alert