Technical Support Manager

The Art Institute of Chicago shares its singular collections with our city and the world. We collect, care for, and interpret works of art across time, cultures, geographies, and identities, centering the vision of artists and makers. We recognize that all art is made in a particular context, demanding continual, dynamic reconsideration in the present. We are a place of gathering; we foster the exchange of ideas and inspire an expansive, inclusive understanding of human creativity.

Please click on the links below to view our competitive, comprehensive benefits package:

• Hiring Range: $70,520 - $86,000
• Benefits
• PTO Overview
• Job Classification: Full Time Hourly Staff
• Grade Level: 8

BASIC FUNCTION

Oversee management of Technical Support Services (TSS) frontline staff and acts as special projects lead as required. Monitors help desk support systems and manages equipment deployment schedules. Works with Information Services staff and third party vendors to design, test and implement deployment strategies for macOS and Windows-based equipment and peripherals.

PRIMARY DUTIES AND RESPONSIBILITIES

• Monitors the status of service requests executed by IS staff and escalates incident tickets and service requests.
• Resolves tickets daily to stay abreast of current help desk issues and manages special projects assigned to Technical Support Specialist and Technical Support Analyst positions.
• Collaborates with information security, systems administration and network services staff to complete the on-boarding, off-boarding and departmental transfers of employees, internships, fellowships and contractors.
• Proactively evaluates support processes, procedures and provides written recommendations to the Director that improve services and support
• Engages outside vendors and third party technologies to improve services and support.
• Demonstrates technical expertise in hardware and software problem solving strategies and assists reporting staff with issue resolution.
• Stays informed regarding current technology in order to recommend resources and developing technologies that influence departmental direction regarding customer support.
• Acts as technical consultant with other departments as needed.
• Prepares and implements IT onboarding and offboarding procedures for museum and central administration staff related to the use of technology and systems in collaboration with the Director of Technical Support Services.
• Assists with the configuration of the current helpdesk platform and other management tools used by TSS to maintain onsite, remote and hybrid worker hardware and software.
• Maintains and publishes technical support solutions to make IT-centric documentation available to clients.
• Provides support for curatorial and administrative computer workstations and printers, ensuring that all function properly.
• Trusted with the ability to assist the community through remote administrative access to our desktop and laptop computer fleet.
• Works with the Department of Systems Administration and the TSS Systems Administrator to deploy MDM, RMM and apply Active Directory Group Policies to users and computers.
• Other duties as assigned.

QUALIFICATIONS

• High School diploma required. Associates Degree highly preferred.
• Minimum 3-5 years in a technical support role for computers and peripherals required. Minimum 1-3 years previous technical support management/supervisory experience highly preferred
• Professional experience supporting both Windows OS and macOS operating systems.
• The candidate must be detail oriented with strong written and verbal skills.
• Professional experience working collaboratively on a team and cross departmentally with internal and external client relationships.
• Experience with an Active Directory environment preferred. Familiarity with JAMF, Kandji or NinjaOne is highly desired.

CLOSING STATEMENT

The Art Institute of Chicago is an Equal Opportunity Employer that recruits, hires and promotes qualified individuals without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, veteran status or citizenship. The Institute complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the Department of Human Resources at apply_help@artic.edu.

UNION INFO

This position is part of a bargaining unit represented by AFSCME Council 31.