Center Manager

Position: Support Center Manager

Reports to:

Director of Service and Project Management

POSITION SUMMARY

The Support Center Manager is responsible for managing Dominican University’s Support Center operations, ensuring exceptional IT and client services for students, faculty, and staff. The Support Center provides support to both the Chicago and River Forest campuses. This role manages full-time and student employees, supervises helpdesk functions, and ensures compliance with university policies and service-level agreements (SLAs). In addition to technical support, the manager coordinates technology services for university events, maintains administrative functions such as billing, inventory, and equipment lifecycle management, and leads strategic initiatives to improve service delivery.

The position serves as the escalation point for complex issues and aligns IT support with the educational mission and priorities of the University.

DUTIES AND RESPONSIBILITIES Support Services

• Manage all operations of the Support Center: supervising employees, managing service operations: first touch resolution for helpdesk calls, classroom support, walk-ins, and ticketed support cases. Serves as escalation point within the Support Center.
• Manage all employment activities of Support Center full-time staff and graduate/undergraduate student employees: hiring, supervising, coaching, training, scheduling, payroll, and performance evaluations.
• Manage and coordinate IT support for university events (e.g., SOAR, orientations, CREL meetings) and ensure timely delivery of services.
• Serve as primary administrator for the Equipment Loan Program.
• Administer and optimize the Team Dynamix platform, including ticketing workflows, knowledge base management, and content governance to support service excellence and continuous improvement.
• Ensure adherence to university policies, procedures, and SLAs; proactively addressing issues, resolve escalations, and mitigating risks to maintain operational continuity and customer satisfaction.
• Monitor service delivery metrics, analyze trends. Work with Director of Support and Project Management to implement improvements for efficient departmental operations.
• Identify, recommend, and implement short-, mid-, and long-term strategies to strengthen support services, improve operational efficiency, and align with institution priorities.
• Provide on-call leadership and escalation support during non-office hours and peak academic periods to ensure continuity of service.

QUALIFICATIONS Education and Experience

• Associate’s degree from an accredited institution, or related certifications
• 1 to 2 years experience in higher education with IT systems and high-volume IT functions
• Experience with Team Dynamix ticketing system
• Extensive experience working with students, staff, and faculty in a customer service-driven environment.
• Strong commitment to customer support, leadership, and communication.

Language Ability

• Excellent written and oral communication skills.
• Ability to communicate technical issues to varied audiences.

Reasoning Ability

• Problem-solving skills and ability to adapt to rapidly changing technology environments.
• Ability to present complex technical issues clearly.
• Strong interpersonal awareness and collaboration skills.

PREFERRED QUALIFICATIONS

• Bachelor’s degree from an accredited institution preferred
• Experience managing IT support center or helpdesk operations in higher education.
• Familiarity with IT service management tools (e.g., Team Dynamix).
• Knowledge of ITIL or HDI processes and terminology
• Ability to work flexible hours, including evenings and weekends during peak period

Physical Demands

• Ability to spend long durations of the workday moving around, sitting at a desk, and working on a computer
• Ability to lift up to 15 pounds at times

Salary and FLSA Status

• Salary: $61,950 - $64,730 annually
• FLSA Status:
  Exempt, Full-time, 37.5 hours
• Comprehensive health, dental, and vision insurance
• Retirement plan with employer matching contributions
• Tuition remission for employees and their dependents
• Flexible spending accounts (FSA)
• Generous paid time off (PTO)

Employment at Dominican University is contingent upon the successful completion of a background…