ITS Helpdesk Manager

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 end-users.
• 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 10–12) 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, Equity-Minded 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 IMSA's Diversity work by ensuring the delivery of quality, equitable, and inclusive constituent-centered 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 Academy-wide copy centers and printing devices. Includes negotiation of Multi-Function 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 task-oriented 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 Bachelor’s 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 problem-solving 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 capabilities, finger 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 full-time, exempt, 12-month, employment-at-will position. Salary regionally commensurate with training and experience in like institutions with a range of $81,400 to $99,500. IMSA offers a comprehensive state benefits package (major medical, dental, vision, and prescription) with rates found here, a generous paid time off plan, and a 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 job-related criteria in making decisions concerning applicants and employees.

Salary : $81,400 - $99,500