• <div style="background-image:url(/live/image/gid/8/width/1600/height/300/crop/1/29975_header-aerialjpg.rev.1450460033.jpg)"/>

About Us

Associate Director of Information Technology User Services

Lake Forest College invites applications for the position of Associate Director of Information Technology User Services.  Reporting to the Chief Information Officer, this positon is responsible for supporting the institution’s strategic technology plan through the management and engaged operation of a newly combined User Services division that serves as the primary point of contact for all technical assistance. This division includes the help desk, media services, and classroom technology, and is responsible for all end-user support in these areas. The Associate Director will manage a combined staff of five, and work closely with the Director of Academic Technology and the Chief Information Officer to develop a strong service model to meet the needs of students, faculty, and staff.  The position requires advanced technical knowledge and troubleshooting skills, a focus on outstanding customer service, and the ability to assess support requests and allocate resources to effectively address them.

Specific responsibilities include:

  • Lead a User Services team of professional staff and their student assistants in the provision of high quality, comprehensive technical support
  • Foster a strong sense of teamwork within the User Services group
  • Ensure customer issues and inquiries are accurately recorded, prioritized, assigned, and resolved in a timely fashion with quality communication
  • Monitor and manage the ongoing status of open issues and take appropriate action to reassign workload based on service levels agreements and shifting priorities
  • Propose and manage IT projects in the User Services area
  • Establish professional development and cross training programs for User Services staff and student staff
  • Collaborate effectively with peers in other divisions to provide a seamless end user support experience
  • Oversee the desktop computer renewal program for faculty, staff, and labs
  • Help establish and maintain relationships with hardware and software vendors to identify most economical means of acquiring technology
  • Maintain policies and procedures for effective management of computing assets, including acquisition, deployment, utilization, de-installation, reallocation, and proper disposal of equipment
  • Manage the tracking of software licenses used by faculty, staff, and students
  • Coordinate with IT leadership to ensure equipment and software procurement is accurately forecasted and accomplished in a timely manner
  • Assist with the evaluation of classroom technology and media services and manage its implementation and support
  • Ensure support is provided for the recording of lectures and other special events as requested
  • Assist with the evaluation of emerging technologies and make recommendations for adoption of technology that meets needs of end users  

Qualifications:

  • Bachelor’s degree or higher in an IT related field, or an equivalent combination of experience, education, and training
  • 4 years of relevant experience, with at least 2 in management
  • Strong communication
  • Demonstrated experience managing a team of IT professionals
  • Ability to work with people in a team environment
  • Ability to effectively prioritize multiple projects, and insure their timely completion
  • Thorough knowledge base of current technical standards related to hardware, software and peripheral devices used in an academic environment
  • Strong leadership skills

 

Application Process

Please submit cover letter and resume/CV via email to: zwicke@lakeforest.edu. Materials can be addressed to:

M. Sean Riedel

Chief Information Officer

Lake Forest College

555 North Sheridan Road

Lake Forest, IL 60045-2399

Review of applications will begin immediately and will continue until a successful candidate is found. 

A highly selective liberal arts college located on Chicago’s North Shore, Lake Forest College enrolls approximately 1,600 students from over 40 states and 70 countries. The College’s student body is culturally diverse, with approximately 40% of our students identifying as domestic students of color or international students. We also have a visible, active, and vibrant LGBT student population. Lake Forest College embraces diversity and encourages applications from women, members of historically underrepresented groups, veterans, and individuals with disabilities.  For more information about Lake Forest College, visit www.lakeforest.edu.