Operations & IT User Support Manager

SSCS Operations & IT Support Manager

Social Sciences Computing Services provides the Social Sciences Division with direct support for research, administrative and teaching technologies and services.

The job manages a team of professional staff responsible for resolving end user issues regarding hardware, site licensing, software and networking. Manages customer support during the installation of applications and computer peripherals. Monitors the deployment of devices to customers, including computers, tablets, mobile phones, and printers/copiers. The Social Sciences Computing Services (SSCS) Operations & IT Support Manager oversees the SSCS Operations team and is responsible for their day-to-day and strategic efforts in relation to End-User-Devices (EUDs) and associated peripherals. Under the direction of SSCS Assistant Dean of Information Technology, and as part of the SSCS Leadership Team, this role will plan and implement continual improvement in SSCS's capacity to deliver excellent service, security, and innovation. Additional responsibilities include maintaining partnerships within the UChicago IT Community, participating in the leadership of SSCS, and leading the recruitment, hiring, and development of the Operations team. The incumbent of this position is expected to actively learn new technologies and to ensure that SSD faculty, staff, and researchers have the best resources and services in their endeavors.

Responsibilities

• Manages IT logistics for EUDs and peripherals across SSD, including purchasing, provisioning, deployment, and inventory tracking.
• Advocates for SSD in University-Wide discussions related to EUD policy
• Develops and maintains documentation, practices, procedures, and policies governing the EUD lifecycle.
• Manages Operations team staff, including day-to-day supervision and performance oversight of the six Desktop Support Technicians.
• Participates in SSCS leadership activities, including strategic planning and partnership-building with other UChicago IT leaders.
• Recruits, hires, and trains new Operations staff.
• Manages professional staff and/or supervisors. Establishes performance goals, allocates resources and assesses policies for direct subordinates.
• Manages all IT needs. Develops and implements business plans to deliver technical solutions.
• Ensures teams provide timely and appropriate responses to IT user support issues and compliance with University security requirements.
• Performs other related work as needed.

Minimum Qualifications

Education:

Minimum requirements include a college or university degree in related field.

Work Experience:

Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Education:

• Bachelor's degree.

Experience:

• Preferably in a higher education setting serving researchers.
• Demonstrated ability to learn independently.
• Demonstrated familiarity with a range of computer hardware, software, and peripheral equipment.
• Previous supervisory experience.

Technical Knowledge and Skills:

• Experience in a multi-platform network environment, including mail service and client support, backup and restore technologies, Macintosh and PC communication software support, various graphical user interfaces, and experience managing networked servers and workstations with knowledge of TCP/IP network services, system utilities, hardware installation, and OS installation.
• Working knowledge of Microsoft Windows and Apple macOS systems.
• Expertise supporting OneDrive, Box, Gmail, and other personal computing software.

Preferred Competencies

• Strong interpersonal communication skills.
• Knowledge of End Point Management Systems.
• Ability to manage multiple projects and shifting priorities in a fast-paced environment.
• Outstanding deductive and investigative skills to identify and diagnose complex, non-intuitive technical problems.
• Integrity and credibility to work with sensitive data.

Working Conditions

• Ability to bend, stoop, and crouch in confined spaces required.
• Ability to lift, push, pull up to 50 pounds required.

Application Documents

• Resume (required)
• Cover letter (required)
• References (3) (required)

The University of Chicago uses AI-assisted tools to streamline and augment some recruitment processes; however, AI is not used to make hiring decisions. When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family

Information Technology

Role Impact

People Manager

Scheduled Weekly Hours

37.5

Pay Range

$100,563.50 - $130,141.00

The included pay rate or range represents the University's good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible

Yes

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

Posting Statement

The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Job seekers in need of a reasonable accommodation to complete the application process should call View phone number on click.appcast.io or submit a request via Applicant Inquiry Form.

All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.