Manager of User Support Services, Endpoint Technology

Manager of User Support Services, Endpoint Technology

Location: Des Plaines, IL

Category: Staff

Posted On: Fri Jan 9 2026

The Manager of User Support Services, Endpoint Technology provides leadership, management, and strategic direction for the College's end‑user hardware technology across new and existing spaces. This role oversees IT services for construction projects, establishes college‑wide hardware standards, defines a strategic roadmap for technology adoption, determines support models for complex or escalated technical issues, and builds a responsive team to meet the college’s endpoint technology needs.

• Provide leadership on endpoint technology and coordinate with college stakeholders to meet their needs.
• Authorize end‑user technology purchases for all college spaces and support remote or mobile technology requirements.
• Oversee technology standards for college spaces, including documentation, knowledge articles, training, and support materials.
• Lead new and remodeled facilities projects, providing IT expertise during design, making purchasing decisions, and overseeing equipment installation.
• Ensure all spaces align with current technology standards and meet functional area needs.
• Manage endpoint technology projects such as new hardware installation, office moves, and updates to existing technology.
• Oversee complex incident and service request tickets, ensuring timely resolution or escalation and adherence to service level agreements.
• Manage end‑user technology asset lifecycle – procurement, installation, inventory, support, retirement, and disposal, with supporting documentation and policies.
• Analyze data to improve processes and promote excellent customer service in technology support.
• Recommend hires, supervise, evaluate staff, and ensure team follows procedures and meets service expectations.
• Lead efforts to expand services with new and innovative endpoint technology, collaborating with administrators on technology evaluation, testing, and adoption plans.
• Perform other job‑related duties as assigned.

Supervision received from the Director of User Support Services.

Supervision exercised over up to four direct reports, a team of up to six staff, and four student employees; project‑based supervision over other IT employees when coordinating global services.

• Bachelor’s degree in a related discipline and 7 years relevant work experience; or Associate’s degree and 9 years; or industry certification and 11 years; or 12 years relevant experience.
• Four years’ experience managing projects; professional certifications in Project Management, Agile, or Scrum may substitute one year of experience.
• Three years’ experience in people management; leadership training or microcredentials may substitute one year of supervisory experience.
• Six years of direct support of Windows, Mac, printers, audio‑visual equipment, and related technology.
• Experience reviewing and understanding architectural drawings.
• Experience in higher education (preferred).

Lifting up to 25 lbs, carrying up to 25 lbs, and reaching above shoulder. Periods of sitting, standing, walking, kneeling, bending, and stooping. Mobility to move campus to campus and visit off‑campus entities. General office environment with minimal adverse conditions.

Hours:

Monday – Friday 8:15 am – 5:00 pm (hours may vary for special projects). May need to travel to other campuses or off‑site locations. Salary commensurate with experience; minimum starting salary is $80,992. Hybrid schedule option available after 30 working days with administrator approval.

Equal Opportunity Employer