Employment Opportunities Designed to Help Us Collaborate in Creation!
Director, IT Service Management
Thank you for your interest in Loyola University Chicago. To view open positions, please enter your search criteria below. You may view all open positions by not specifying any search criteria and selecting the "Search" button.
Position Details
Job Title: DIRECTOR
Position Number: 8100176
Job Category: University Staff
Job Type: Full-Time
FLSA Status: Exempt
Campus: Rogers Park-Lake Shore Campus
Department Name: ACADEMIC & OPERATIONAL SUPPORT
Location Code: IT SUPPORT SERVICES
Is this split and/or fully grant funded? No
Duties and Responsibilities
Job Summary:
This position provides strategic and operational leadership for the desktop technicians, desktop engineers, the end-user technology acquisition team, and the university service desk – all total comprised of 16 full-time employees (FTE) and 30 student workers. The role ensures efficient and high-quality IT support for faculty, staff, and students. Responsibilities include technology procurement, service desk operations, break-fix support, and call resolution, all while fostering a collaborative, customer-focused team culture. The Director drives continuous improvement in support services, aligns IT initiatives with institutional goals, and ensures compliance with organizational standards and best practices.
General Responsibilities:
* Strategic Oversight: Develop and implement an IT strategy that aligns with the organization’s business goals and objectives, ensuring the efficient and secure operation of all IT systems and processes.
* Leadership and Management: Lead and manage the IT department and/or unit, including hiring, training, and developing IT staff. Foster a culture of innovation, collaboration, and continuous improvement.
* Innovation and Emerging Technologies: Stay current with industry trends and emerging technologies, evaluating their potential impact on the organization and recommending strategic investments.
* Budgeting and Cost Control: Develop and manage the IT department’s budget, ensuring cost-effective use of resources and adherence to financial goals.
* Compliance and Risk Management: Ensure the organization’s IT systems comply with relevant regulations and standards, managing risks associated with technology use.
* Relationship Management: Establish and maintain relationships with IT vendors and service providers, negotiating contracts and ensuring the delivery of quality services.
Position Specific Responsibilities:
* Provide strategic and operational leadership for the desktop services team, desktop engineers, and the university service desk, ensuring high-quality support for faculty, staff, and students.
* Set and maintain high standards for customer service and outreach initiatives across the desktop and service desk teams.
* Oversee the evaluation, recommendation, and procurement of end-user technology, including desktop systems, laptops, peripherals, and related services.
* Administer and maintain the university’s ticketing system, TeamDynamix, to manage incidents and service requests effectively.
* Oversee the recruitment, training, and professional development of desktop technicians, desktop engineers, service desk staff, and student workers.
* Lead initiatives to streamline workflows, improve efficiency, and document recurring IT issues for resolution.
* Perform other duties, as requested.
Minimum Education and/or Work Experience:
* Bachelor’s degree in information technology, computer science, or a related field is required. A master’s degree is preferred.
* A minimum of 10 years of progressive experience in IT, including at least 5 years in a leadership role.
Qualifications:
* Strong technical proficiency in a wide range of IT systems, software, and hardware.
* Demonstrated ability to lead and manage a team, with strong interpersonal and communication skills.
* Ability to develop and implement strategic IT plans that align with organizational goals.
* Strong analytical and problem-solving skills, with the ability to troubleshoot complex IT issues.
* Experience managing large-scale IT projects from conception to completion.
Language Ability:
* Excellent and persuasive communication (oral, written, presentation), interpersonal and consultative skills.
* Ability to read, analyze, and interpret general business processes, technical procedures, and user manuals.
* Able to communicate technical ideas and concepts to non-technical audiences.
Interpersonal Skills:
* Positive attitude and strong work ethic.
* Ability to work independently and in team settings.
* Focuses on accountability and problem and conflict resolutions.
* Maintains confidentiality and follows ITS and other University policies regarding data security and protection.
* Contributes to building a positive team spirit.
Organizational Skills:
* Must be hands-on, detail oriented and have the ability to quickly adapt to changes and new ideas.
* Strong administrative and organizational skills.
Communication:
* Excellent customer-facing skills, especially those applicable to oral and written presentations.
* Ability to develop and write reports, business correspondence, and procedure manuals.
Reasoning Ability:
* Must be detail oriented, results focused, possess effective written and verbal communication skills, and be able to support change management initiatives.
* Ability to synthesize complex or diverse information.
Certificates/Credentials/Licenses:
* Proficient in Windows and macOS, office productivity tools (e.g., Microsoft Office 365, Google Workspace), and peripherals.
* Experience with IT service tools like TeamDynamix, ServiceNow, or Ivanti for logging and tracking service desk requests.
* Skilled in tools like Remote Desktop Protocol or TeamViewer for troubleshooting.
Supervisory Responsibilities:
Yes
Physical Demands:
None
Working Conditions:
None
Open Date:
02/11/2025
Close Date:Position Maximum Salary or Hourly Rate:
$160,000/ann
Position Minimum Salary or Hourly Rate:
$140,000/ann
Special Instructions to Applicants:
About Loyola University Chicago Founded in 1870, Loyola University Chicago is one of the nation’s largest Jesuit, Catholic universities, recognized for its academic excellence, commitment to community engagement, and leadership in sustainability.
Supplemental Questions:
Required fields are indicated with an asterisk (*).
* * Do you have a bachelor’s degree in information technology, computer science, or a related field?
o Yes
o No
* * Do you have a minimum of 10 years of progressive experience in IT, including at least 5 years in a leadership role?
o Yes
o No
* * Why do you want to work for Loyola University Chicago?
(Open Ended Question)
* * How did you hear about this employment opportunity?
(Open Ended Question)
Applicant Documents:Required Documents:
* Resume
* Cover Letter/Letter of Application
Optional Documents:
Loyola University Chicago | Information: (773) 508 - 6000
1032 W Sheridan Rd | Chicago, IL | 60660
2018 (c) Loyola University Chicago | University Policies
#J-18808-Ljbffr