Site Support Manager
TCS Education System

Job location: Chicago, IL

Employment Type: Full-time
Posted data: 2021-11-24
Req: R0007044
Job Description:

The Site Support Manager is responsible for the daily operations of on-site teams at the Chicago School of Professional Psychology Chicago campus. The Site Support Manager handles requests for technical support from students, faculty and staff members located at those locations. The Site Support Manager ensures that service level goals are met while driving initiatives that promote the adoption of technology and reduce support requests. This role is also responsible for ensuring that all classrooms and conference rooms are maintained and that all audio visual components are operational. The Site Support Manager is a working manager role and is expected to participate in the day-to-day resolution of incidents while fulfilling additional management responsibilities.

Principle Duties:

• Manage the day-to-day operations of the college to ensure that response, resolution and customer service goals are met.

• Monitor customer satisfaction feedback for direct reports and ensure all quality issues, customer complaints, and training items are addressed. Handles all customer service problems to resolution.

• Maintains staff by recruiting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.

• Drive Site Support team performance, efficiency, and quality of work through coaching, problem solving, workload management, training and oversight.

• Ensure that Site Support team practices are consistently aligned with established policies and procedures. Suggest improvements to these on a regular basis with the goal of improving service levels.

• Strengthens working relationship with internal Information Technology teams and external departments, aiding in information sharing and collaboration.

• Responsible for onsite support of conference rooms and classrooms to ensure high resource availability.

• Acts as a conduit between TCSES and its affiliates to ensure that alignment of strategic initiatives, and high levels of communication between leadership at the sites and corporate office.

• Enforces IT technology standards and processes, in accordance with directives from IT leadership. Collects and reports up local feedback regarding the effectiveness of standards within the schools.

• Fosters a positive and constructive relationships with school leadership.

• Provide excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions.

• Actively contribute to the development and implementation of communications, training materials and programs that promote the adoption of technology and reduce support requests.

• Responsible for technology support at high visibility events including but not limited to enterprise wide townhalls and board meetings.

• Perform the role, on an as needed basis, of a Site Support Specialist.

• Participate in special projects and other duties as assigned.

Essential Knowledge, Skills, and Abilities:

• Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly language.

• Strong customer service skills; Patience, attentiveness and the ability to use positive language.

• Proficiency with Windows operating systems and software including Office365, Outlook and multiple browsers.

• Knowledge of networking concepts and the ability to troubleshoot network printing and wireless client issues.

• Experience working in a Help Desk environment; knowledge of incident management processes and best practices.

• Experience with audio visual technology, video technology, etc.

• Ability to work in and foster a collaborative team environment.

• Excellent follow-through and attention to detail.

Position Qualifications:

• Bachelor's degree or equivalent job experience required

• 4-6 years of experience providing desktop support.

• MCSE or MCSA , or CompTIA certification preferred.

Please note: For the protection of faculty, staff, students and all who enter our facilities, TCS Education System has made the decision to require COVID-19 vaccination for all employees, unless granted medical or religious exemption, as a condition of employment.

TCS Education System offers a generous compensation and benefits package, as well as the opportunity to work for a leader in the field of education. Some of our key benefits include: generous paid time-off, medical and dental coverage, company-paid life and disability insurance, retirement plan with employer contribution, multiple flexible spending accounts (FSA), tuition reimbursement, professional development, and regular employee appreciation events.

TCS Education System is an Equal Opportunity Employer.

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