The primary role of this staff position within Information Technology Services (ITS) is to be the central coordinating point person for all IT services. Stationed at the help desk/technology support center, this boundary-spanning role will cut across all of IT to ensure high quality services for all faculty, staff and students.
Provide management and leadership at the Information Technology Support Center (TSC)
Recruit and train student workers and part time workers in TSC
Oversee the management of the IT support ticketing system
Manage the flow of and assignment of tickets serving as the lynchpin between the University Community and IT
Develop and maintain reports and metrics for IT services
Architect, develop, and maintain a system of IT communications for the University Community
Write and disseminate all IT communications with the University Community
Develop and maintain all IT knowledge base for campus
Develop and maintain all IT service catalog and FAQ’s for the campus
Develop and disseminate an IT Services monthly/quarterly newsletter
Perform duties as a trainer for technology solutions and manage the student labs.
Create and maintain an inventory of hardware, as well as software licenses, contracts, agreements, and renewal dates
Provide advice and guidance to the University Community about software and hardware purchases
Provide training sessions on new/popular software solutions
Provide overall management and oversight of computer labs on campus
Collaborate as a member of the IT management team
Contribute to the management and leadership of IT as a member of the IT Leadership Team
Represent IT at assigned meetings, taskforces, and special project groups
Provide management and oversight of the IT desktop/workstation Services segment of the department, including direct supervision
Assists with the development and upkeep of IT policies
Bachelor’s degree in related field preferred. Experience may substitute for some of the educational requirement.
Three years of related work experience
Excellent IT acumen that cuts across disciplines
Please download the application at www.iwu.edu/human-resources/Positions.html. Feel free to include a cover letter, resume and contact information for three professional references. For full consideration please apply by September 9, 2020. Review of applications will begin immediately and continue until the position is filled.
Illinois Wesleyan University Human Resources, Holmes 209 1312 N. Park Street Bloomington, IL 61701
Email: email@example.com Fax: 309-556-1710 (please use cover sheet)
The final candidate will pass a pre-employment background investigation.