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Director, IT Support – HigherEdJobs | #education | #technology | #techjobs


Full Time or Part Time: Full Time

Months Worked Per Year: 12

Hours Worked Per Week: 40

Work Schedule

Monday – Friday; 8AM-5PM

Remote Work Availability

No

Job Description Summary

Responsible for executing first level of IT support for the complete college campus community to improve the customer experience and build trusting relationships through best support practices. Supervise and manage IT Help Desk staff. Manage all procedures related to the identification, prioritization and resolution to end user help requests, including monitoring, tracking and coordination of Help Desk functions. Supervise IT Trainer/Technical Writer to ensure staff receive proper training on use of software and hardware within the campus.

Required Qualifications

  • Bachelor’s degree in relevant field or equivalent work experience.
  • IT management experience.
  • 5 years of experience in technology support and customer service.
  • Strong technical background.

Position Salary

Starting salary will be commensurate with education and experience and will be no less than $55,929 per year with an excellent benefit package.

Open Date: 05/18/2021

Open Until Filled: Yes

Special Instructions to Applicants

This position will be open until filled; however, for guaranteed consideration, applications must be submitted on or before June 14, 2021.

Transcripts are required for this position and should be uploaded to your application along with a cover letter and resume. Photocopies of transcripts are acceptable to be uploaded. Please redact (black out) any personal information such as age, gender and Social Security Number from your transcripts or other documents you intend to share with us before you upload them to your application.

If you do not have transcripts to upload at the time of submission, please mail them to the address below and instead upload a Word document as your transcripts that indicates you will have transcripts sent directly to us. Please contact the Human Resources office at 217-786-2752 if you have any questions.

Lincoln Land Community College

ATTN: Human Resources

P.O. Box 19256

Springfield, IL 62794

Description of Job Duty

Lead, manage and provide professional development opportunities for IT Support staff and the IT Trainer/Technical Writer.

Essential Duty?

Yes

Description of Job Duty

Identify and implement IT support industry standards and best practices and processes such as ITIL.

Essential Duty?

Yes

Description of Job Duty

Develop IT Service Level Agreements and IT Support Key Performance Indicators (KPIs).

Essential Duty?

Yes

Description of Job Duty

Enforce IT Service Level Agreements and timely and proper delivery of IT support.

Essential Duty?

Yes

Description of Job Duty

Analyze performance of IT Support activities, identify problem areas, devise and deliver solutions to enhance quality of service.

Essential Duty?

Yes

Description of Job Duty

Survey customer satisfaction and ensure high approval rates through effective and efficient IT support.

Essential Duty?

Yes

Description of Job Duty

Oversee the development of end user training documentation, videos and other material based on user needs.

Essential Duty?

Yes

Description of Job Duty

Ensure standard documentation methods are followed. Provide continual improvement on service level agreements and processes for problem resolution expectations and timeframes.

Essential Duty?

Yes

Description of Job Duty

Provide additional support for the IT Help Desk.

Essential Duty?

Yes

Description of Job Duty

Generate reports for IT Support KPIs on regular basis.

Essential Duty?

Yes

Description of Job Duty

Perform other duties as assigned.

Essential Duty?

No

Description of Job Duty

Assist in the college planning and assessment program by developing annual work unit objectives that impact long-range priority goals.

Essential Duty?

No

Require Applicants to submit references for this position?

Yes

Last day a reference provider can submit a recommendation

07/14/2021

Minimum number of references

3

Maximum number of references

3

Applicant Special Instructions

Please provide the names of three people with whom you have worked or trained who have knowledge of your work-related abilities. Relatives are not acceptable references. These individuals will be sent an email (immediately after you submit your application) and be asked to answer a few brief questions about you. Please advise your references that the email will come from hr@llcc.edu.


Lincoln Land Community College is an equal opportunity employer and educator.



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