DIRECTOR - TECHNOLOGY SUPPORT SERVICES

City Colleges of Chicago’s vision is to be recognized as the city’s most accessible higher education
engine of socioeconomic mobility and racial equity – empowering all Chicagoans to take part in building
a stronger and more just city. The community college system’s more than 3,500 faculty and staff
serve more than 60,000 students annually at seven colleges and five satellite sites.
The Office of Information Technology (OIT) supports student success by providing a leading-edge 
technology environment for students, faculty and staff to improve teaching, learning and operations.
PRIMARY OBJECTIVE
Reporting the Executive Director – IT Service Delivery and Academic Technology, the Director of 
Technology Support Services (TSS) provides leadership in the management of staff and functions within 
the TSS unit, accountable for developing and implementing strategies to provide front-level support to 
faculty, staff, and students for all IT services and ensures effective partnerships with technology leaders 
at the college and district level to coordinate service delivery between the district IT units and 
distributed IT units (collectively known as the OIT community).
The Director of Technology Support Services also works collaboratively with IT management to plan and 
deliver effective campus services, Audio Visual (AV) Support, and works to proactively offer services to 
enable the CCC community to manage their classroom and computer environment (including managed 
desktop security) more effectively. Performs related duties as required
ESSENTIAL DUTIES
• Leads and motivates staff in the Technology Services Support unit. Supervises the District Office IT 
support staff in providing front level support with excellent customer service to faculty, staff, and 
students.
• Builds and develops a customer-focused team that encompasses the functions of the IT Support 
Center (Help Desk), contracted faculty and staff desktop support (DSS), and consulting services to 
customers for telecommunications and networking needs.
• Emphasizes and incorporates into the workplace OIT’s work philosophy that effective customer 
service and IT service management are the cornerstones of a professional work environment, 
ensuring message is internalized by staff and student employees.
• Oversees the assignment of user help requests and production support issues via the incident 
management tracking system to the appropriate staff member or support team for resolution based 
on a pre-defined matrix.
• Resolves complex questions regarding system statuses, downtime, departmental operating 
procedures and other IT and AV information.
• Tracks ticket resolution metrics against Service Level Agreements (SLAs) and responds appropriately 
when SLAs are not met.

• Works with network or application support teams to help identify and correct technology problems 
as needed.
• Designs, develops, and maintains the IT knowledge database for the help desk and all users.
• Coordinates with district leadership and other stakeholders in the development and review of 
customer service level agreements to develop performance measurements.
• Leads the campus in looking for opportunities to work together supporting or adapting new 
technologies, AV standards, and approaches to proactively support users district wide.
• Provides assistance with upgrades to the incident management systems.
• Develops and generates reports to determine work assignment and problem trends.
• Identifies, analyzes, and supports shared service initiatives with other IT leaders.
• Stays current on technology trends and issues and communicates changes to OIT policies, 
procedures, and changes to systems and networks.
• Provides excellent customer service, including proactively offering services to enable members of 
the community to more effectively manage their personal compute environment, including 
managed desktop security).
• Effectively measures user satisfaction with IT services and works within the IT community to 
improve services and satisfaction over time.
• Advises colleges and departments about technology and the appropriate deployment of services 
offered by TSS.
• Oversees CCC agreed upon end-user devices standards.
• Participates in researching end-user device technologies that meet customer experience needs, 
including demonstrations of such technology.
• Represents TSS at customer meetings, internal IT meetings, and meetings with senior 
administrators.
• Develops documentation of operational instructions, job aides, FAQs, etc.
• Tests application systems under development when required.
• Sends out mass electronic communications on behalf of CCC or IT as directed.
• Generates reports and other relevant data for the Information Technology leadership team 
including standard PeopleSoft reports, as needed.
• Develops and coordinates the development of a training plan and documentation for help desk 
procedures.
• Performs management functions related to TSS including budgeting, procurement, contract 
negotiations, and personnel evaluations and actions.
• Maintains frequent contact with CCC administrators on matters of district-wide policy, especially the 
divisions of Student Affairs, Facilities Management, and other direct end user impacting functions.
REPORTING RELATIONSHIPS
Reports To Executive Director-IT Service Delivery & Academic Technology
Direct Supervision Manager-Audio Visual Production DO; Manager-District Technical Support; 
Technology Support Specialist; Technology Customer Service Representatives
QUALIFICATIONS
• Bachelor’s degree in Computer Science, Information Technology, Business or related field from an 
accredited college or university.

• Five years of experience in the area of technology customer support service, preferably at a higher 
education institution
• A combination of education, industry related certification in a relevant IT field, and experience may 
be taken in consideration based on the applicant’s credentials.
• Proven ability to think strategically and tactically in developing district-wide approaches to IT 
services and implementing effective plans for service delivery
• Demonstrated familiarity with desktop computing environments and Internet utility software
• Demonstrated knowledge of Microsoft Windows products, PeopleSoft applications and batch 
processing, and ITSM solutions
• Knowledge of IT team and project leadership principles and best practices
• Knowledge of PC System administration (server, desktop, and mobile devices)
• Knowledge of system architecture, design, installation, connectivity and operating system principles
• Knowledge of network foundations
• Excellent communication, writing and presentations skills
• Strong project management skills
• Strong organizational and time management skills
• Strong analytical and problem-solving skills
• Ability to work within a culturally diverse environment
• Ability to work effectively as a project lead or as a team member
• Ability to manage, motivate, and evaluate professional IT staff
• Ability to identify innovative approaches for service delivery that meet customer needs
• Proficient in the use of MS Office (Word, Excel, PowerPoint, Outlook)

WE OFFER: Excellent health and welfare benefit package and long-term savings and investment programs including 403(b) & 457(b) Investment Plans and a pension plan with the State University Retirement System (SURS) Plan. Generous vacation, holiday, personal and sick days, and tuition reimbursement. For a more detailed overview of benefits, please visit the benefits page of our website.

We are an equal opportunity and affirmative action employer. Chicago residency is required for all full-time employees within 6 months of hire. Thank you for your interest in CCC!

Starting salary at $92,866