Associate Director of Information Technology and User Services

Lake Forest College invites applications for the position of Associate Director of Information Technology and User Services.  Reporting to the Chief Information Officer, this positon is responsible for executing the institution’s strategic technology plan through the management and operation of a newly combined User Services division within Information Technology. This division combines the existing Help Desk with media services and classroom technology, and is responsible for all end-user support in these areas. The Associate Director of IT and User Services will manage a combined staff of five, and work closely with the Director of Instructional Technology and the Chief Information Officer to best serve students, faculty, and staff.  The position requires advanced technical knowledge and the ability to assess support needs and allocate resources to meet those needs.

Specific responsibilities include:

• Lead a User Services team of professional staff and their student assistants in the provision of high quality, comprehensive technical support

• Oversee desktop renewal program for faculty, staff and computer labs

• Ensure customer issues and inquiries are accurately recorded, prioritized, assigned, and resolved in a timely fashion

• Monitor and manage the ongoing status of open issues and take appropriate action to reassign workload based on service levels and shifting priorities

• Establish a team quality standard

• Establish and maintain relationships with hardware and software vendors to identify most economical means of acquiring technology

• Manage and track software licenses used by faculty staff and students

• Evaluate, implement, and support classroom technology and media services

• Evaluate emerging technologies and make recommendations for adoption of technology that meets needs of end users

• Keep current with the latest technology in use in higher education

• Ensure support is provided for the recording of lectures and other special events as requested

• Propose and manage IT projects in the User Services area

• Coordinate with IT leadership to ensure equipment and software procurement is accurately forecasted and accomplished in a timely manner

• Maintain policies and procedures for effective management of computing assets, including acquisition, deployment, utilization, de-installation, reallocation, and proper disposal of equipment

• Establish professional development programs for user services staff and student staff

• Collaborate effectively with Director of Academic Technology and Director of Administrative Applications

Qualifications

• Bachelor’s degree or higher in IT related field, or an equivalent combination of experience, education, and training

• 4 years previous experience, with at least 2 in management

• Strong communication skills

• 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 online to: zwicke@lakeforest.edu. Materials can be addressed to:

James Cubit

Director, Office of the Library and Information Technology

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.