Dominican University
Reports to: Director of Service and Project Management
POSITION SUMMARY
The Support Center Manager is responsible for managing Dominican University’s Support Center operations, ensuring exceptional IT and client services for students, faculty, and staff. The Support Center provides support to both the Chicago and River Forest campuses. This role manages full-time and student employees, supervises helpdesk functions, and ensures compliance with university policies and service-level agreements (SLAs). In addition to technical support, the manager coordinates technology services for university events, maintains administrative functions such as billing, inventory, and equipment lifecycle management, and leads strategic initiatives to improve service delivery. The position serves as the escalation point for complex issues and aligns IT support with the educational mission and priorities of the University. DUTIES AND RESPONSIBILITIES
Support Services
Manage all operations of the Support Center: supervising employees, managing service operations: first touch resolution for helpdesk calls, classroom support, walk-ins, and ticketed support cases. Serves as escalation point within the Support Center. Manage all employment activities of Support Center full-time staff and graduate/undergraduate student employees: hiring, supervising, coaching, training, scheduling, payroll, and performance evaluations. Manage and coordinate IT support for university events (e.g., SOAR, orientations, CREL meetings) and ensure timely delivery of services. Serve as primary administrator for the Equipment Loan Program. Administer and optimize the TeamDynamix platform, including ticketing workflows, knowledge base management, and content governance to support service excellence and continuous improvement. Ensure adherence to university policies, procedures, and SLAs; proactively addressing issues, resolve escalations, and mitigating risks to maintain operational continuity and customer satisfaction. Monitor service delivery metrics, analyze trends. Work with Director of Support and Project Management to implement improvements for efficient departmental operations. Identify, recommend, and implement short-, mid-, and long-term strategies to strengthen support services, improve operational efficiency, and align with institution priorities. Provide on-call leadership and escalation support during non-office hours and peak academic periods to ensure continuity of service. QUALIFICATIONS
Education and Experience
Associate’s degree from an accredited institution, or related certifications 1 to 2 years experience in higher education with IT systems and high-volume IT functions Experience with TeamDynamix ticketing system Extensive experience working with students, staff, and faculty in a customer service-driven environment. Strong commitment to customer support, leadership, and communication. Language Ability
Excellent written and oral communication skills. Ability to communicate technical issues to varied audiences. Reasoning Ability
Problem-solving skills and ability to adapt to rapidly changing technology environments. Ability to present complex technical issues clearly. Strong interpersonal awareness and collaboration skills. PREFERRED QUALIFICATIONS
Bachelor’s degree from an accredited institution preferred Experience managing IT support center or helpdesk operations in higher education. Familiarity with IT service management tools (e.g., TeamDynamix). Knowledge of ITIL or HDI processes and terminology Ability to work flexible hours, including evenings and weekends during peak period Physical Demands
Ability to spend long durations of the workday moving around, sitting at a desk, and working on a computer Ability to lift up to 15 pounds at times Salary and FLSA Status
Salary: $61,950 - $64,730 annually FLSA Status: Exempt, Full-time, 37.5 hours Comprehensive health, dental, and vision insurance Retirement plan with employer matching contributions Tuition remission for employees and their dependents Flexible spending accounts (FSA) Generous paid time off (PTO) Employment at Dominican University is contingent upon the successful completion of a background investigation. ABOUT DOMINICAN UNIVERSITY
Dominican University is a Catholic, comprehensive teaching university located in River Forest, a suburb of Chicago, with an additional campus in the Pilsen neighborhood of Chicago. Accredited by the Higher Learning Commission, Dominican University offers Assistant, baccalaureate, master’s, and doctoral degrees. It is highly regarded for its academic rigor, thoughtful accompaniment of students, intentional affordability, and values-based, relationship-centered learning environment. Dominican currently enrolls over 3,800 students, including 2,690 undergraduates and 1,114 graduate students. Sixty-eight percent (68%) of undergraduate students identify as Latinx, 5% as Black or African American, and 3% as Asian. Under-represented minority students comprise 77% of the undergraduate enrollment and 38% of the graduate enrollment. Over 90 percent of undergraduates receive some form of financial aid. Nearly half of all undergraduates are first-generation college students; over half are federal Pell Grant recipients, illustrating their families’ level of income; and 58% are eligible for low-income MAP grants from the State of Illinois. Recognized since 2011 as a Hispanic-Serving Institution (HSI) by the U.S. Department of Education, Dominican is committed to expanding and enhancing educational opportunities for Latinx students and all students from historically underrepresented groups. For more information, visit www.dom.edu. EXPECTATIONS FOR ALL DOMINICAN EMPLOYEES
To support the University's mission of preparing students to pursue truth, give compassionate service, and participate in the creation of a more just and humane world, engage in university service work that promotes collaboration and community building. This includes participating in organizational initiatives, supporting campus events, contributing to community outreach, and fostering a diverse and inclusive environment through involvement in various staff-driven activities and groups. INSTITUTIONAL STATEMENT
Dominican University is committed to fostering a diverse and inclusive academic community. We encourage applications from individuals of all backgrounds. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
Dominican University is an equal opportunity employer and encourages applications from women, minorities, individuals with disabilities, and protected veterans.
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The Support Center Manager is responsible for managing Dominican University’s Support Center operations, ensuring exceptional IT and client services for students, faculty, and staff. The Support Center provides support to both the Chicago and River Forest campuses. This role manages full-time and student employees, supervises helpdesk functions, and ensures compliance with university policies and service-level agreements (SLAs). In addition to technical support, the manager coordinates technology services for university events, maintains administrative functions such as billing, inventory, and equipment lifecycle management, and leads strategic initiatives to improve service delivery. The position serves as the escalation point for complex issues and aligns IT support with the educational mission and priorities of the University. DUTIES AND RESPONSIBILITIES
Support Services
Manage all operations of the Support Center: supervising employees, managing service operations: first touch resolution for helpdesk calls, classroom support, walk-ins, and ticketed support cases. Serves as escalation point within the Support Center. Manage all employment activities of Support Center full-time staff and graduate/undergraduate student employees: hiring, supervising, coaching, training, scheduling, payroll, and performance evaluations. Manage and coordinate IT support for university events (e.g., SOAR, orientations, CREL meetings) and ensure timely delivery of services. Serve as primary administrator for the Equipment Loan Program. Administer and optimize the TeamDynamix platform, including ticketing workflows, knowledge base management, and content governance to support service excellence and continuous improvement. Ensure adherence to university policies, procedures, and SLAs; proactively addressing issues, resolve escalations, and mitigating risks to maintain operational continuity and customer satisfaction. Monitor service delivery metrics, analyze trends. Work with Director of Support and Project Management to implement improvements for efficient departmental operations. Identify, recommend, and implement short-, mid-, and long-term strategies to strengthen support services, improve operational efficiency, and align with institution priorities. Provide on-call leadership and escalation support during non-office hours and peak academic periods to ensure continuity of service. QUALIFICATIONS
Education and Experience
Associate’s degree from an accredited institution, or related certifications 1 to 2 years experience in higher education with IT systems and high-volume IT functions Experience with TeamDynamix ticketing system Extensive experience working with students, staff, and faculty in a customer service-driven environment. Strong commitment to customer support, leadership, and communication. Language Ability
Excellent written and oral communication skills. Ability to communicate technical issues to varied audiences. Reasoning Ability
Problem-solving skills and ability to adapt to rapidly changing technology environments. Ability to present complex technical issues clearly. Strong interpersonal awareness and collaboration skills. PREFERRED QUALIFICATIONS
Bachelor’s degree from an accredited institution preferred Experience managing IT support center or helpdesk operations in higher education. Familiarity with IT service management tools (e.g., TeamDynamix). Knowledge of ITIL or HDI processes and terminology Ability to work flexible hours, including evenings and weekends during peak period Physical Demands
Ability to spend long durations of the workday moving around, sitting at a desk, and working on a computer Ability to lift up to 15 pounds at times Salary and FLSA Status
Salary: $61,950 - $64,730 annually FLSA Status: Exempt, Full-time, 37.5 hours Comprehensive health, dental, and vision insurance Retirement plan with employer matching contributions Tuition remission for employees and their dependents Flexible spending accounts (FSA) Generous paid time off (PTO) Employment at Dominican University is contingent upon the successful completion of a background investigation. ABOUT DOMINICAN UNIVERSITY
Dominican University is a Catholic, comprehensive teaching university located in River Forest, a suburb of Chicago, with an additional campus in the Pilsen neighborhood of Chicago. Accredited by the Higher Learning Commission, Dominican University offers Assistant, baccalaureate, master’s, and doctoral degrees. It is highly regarded for its academic rigor, thoughtful accompaniment of students, intentional affordability, and values-based, relationship-centered learning environment. Dominican currently enrolls over 3,800 students, including 2,690 undergraduates and 1,114 graduate students. Sixty-eight percent (68%) of undergraduate students identify as Latinx, 5% as Black or African American, and 3% as Asian. Under-represented minority students comprise 77% of the undergraduate enrollment and 38% of the graduate enrollment. Over 90 percent of undergraduates receive some form of financial aid. Nearly half of all undergraduates are first-generation college students; over half are federal Pell Grant recipients, illustrating their families’ level of income; and 58% are eligible for low-income MAP grants from the State of Illinois. Recognized since 2011 as a Hispanic-Serving Institution (HSI) by the U.S. Department of Education, Dominican is committed to expanding and enhancing educational opportunities for Latinx students and all students from historically underrepresented groups. For more information, visit www.dom.edu. EXPECTATIONS FOR ALL DOMINICAN EMPLOYEES
To support the University's mission of preparing students to pursue truth, give compassionate service, and participate in the creation of a more just and humane world, engage in university service work that promotes collaboration and community building. This includes participating in organizational initiatives, supporting campus events, contributing to community outreach, and fostering a diverse and inclusive environment through involvement in various staff-driven activities and groups. INSTITUTIONAL STATEMENT
Dominican University is committed to fostering a diverse and inclusive academic community. We encourage applications from individuals of all backgrounds. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
Dominican University is an equal opportunity employer and encourages applications from women, minorities, individuals with disabilities, and protected veterans.
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