• Senior Manager, IT - End User Computing

    Location US-IL-Downers Grove
    Job ID
    2018-104806
    Institution
    Adtalem Global Education
    Department
    Information Technology
    Employment Type
    Regular Full-Time
    FLSA Status
    Exempt
  • Opportunity at a Glance

    As the Service Manager, IT you are responsible for creating and delivering an excellent computing experience for a dynamic, global, high impact community. This role is a hands-on leader, working directly with their team with a daily goal of maintaining and improving the End User experience. This is a highly visible and user facing role, requiring leadership and partnership with many IT and Business functional areas. This position will brainstorm and challenge the processes on regular basis in an effort of continuous improvement.

     

    As part of Service Manager, you will also be responsible for influencing IT Enterprise Architects while designing new products and services, for our enterprise that operates almost exclusively from the cloud. Your organization will maintain a global best-in-class operating model, managing onshore and offshore resources and technical teams, to ensure a consistent, seamless, and standard User Experience across the various Adtalem Colleges and Locations around the world.

     

    Our company is dedicated to excellent student outcomes. Our leaders are expected to be invested in this mission, and meet challenges with creative thinking, professionalism and a bias for action. Successful leaders in our organization are decisive problem solvers, comfortable with a dynamic pace, and possess remarkable communication and customer service skills.

     

    Responsibilities

    • Develop strong business relationships and provide excellent customer services.
    • Resolve customer issues with effective problem-solving skills.
    • Provides support and communicates appropriately across multiple levels within the organization.
    • Anticipate User needs by driving innovation through design and implementation of a consistent roadmap for End User Computing that encompass People, Process, and Technology.
    • Set higher standards for End User Support Services focused on running, growing, and transformation.
    • Manage Staff’s and Managed Service Providers (MSPs) performance and SLAs from onshore and offshore locations.
    • Develop, manage, and maintain Global Service Level Agreements, ensuring constant alignment and commitment with business needs and expectations.
    • Responsible for the full life cycle of support for all End User Hardware.
    • Run and contribute to internal and client facing calls and meetings, as well as leading and participating in continuous process improvement activities.
    • Manage IT order fulfillment process, for timely delivery of goods and services.
    • Ownership and coordination of financial budget planning (CapEx and OpEx spend) - including tracking and reporting.
    • Ensure teams are optimally tracking and reporting on IT assets across the organization with an eye toward TCO and operational efficiency.
    • Monthly and Quarterly Service Reviews of service delivery effectiveness, metrics-review, and areas-of-opportunity (including tracking).
    • Work with various IT entities and drive appropriate initiative prioritization focused on End User Experience.
    • Responsible for leading team-members in drafting and deploying Process Improvement and Knowledge Management competencies across Infrastructure.
    • Completes other duties as assigned.

    Qualifications

    • Bachelor’s degree in Computer Science, related field, or equivalent industry experience required. Master’s degree desired.
    • 12+ years of varied overall IT experience including, but not limited to IT Operations or IT Service Delivery.
    • 5+ years of proven IT Sr. Leadership experience overseeing multiple IT functions, team management, business relationship management, IT finance, vendor management, and asset management.
    • Experience in supporting Windows and MAC systems.
    • Strong Customer Services focus, with analytical, troubleshooting and problem-solving skills.
    • Excellent communication, organizational, and relationship building skills.
    • Experience of people management with ability to lead and manage cross cultural and cross regional teams.
    • Knowledge of Basic Active Directory Administration.
    • Knowledge and understanding of various collaboration tools platforms, such as, Office 365, WebEx, and Video conference.
    • Thorough knowledge and understanding of: ITIL, IT Finance, ITSM, Configuration and Asset Management, Business-Relationship Management (including best practices, techniques and technologies).
    • Experience in deploying and supporting endpoint security and asset management software.
    • Ability to develop Sourcing Strategy, Evaluation and Selection, Contract Negotiation, and Sourcing Management.
    • Ability to work under stressful conditions including effective communication, risk management, and risk-based decision-making.
    • Ability to select and hire talents, as well as mentor and develop staff.
    • Ability to work effectively in a consultative role with other Senior Technology Managers and IT Executive Leadership.
    • Proven ability to communicate professionally in a corporate environment, work in cross-functional collaborative teams and implement organizational change management.


    We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.

    Who We Are

    The purpose of Adtalem Global Education is to empower students to achieve their goals, find success, and make inspiring contributions to our global community. Adtalem Global Education Inc. (NYSE: ATGE; member S&P MidCap 400 Index) is a leading global education provider and the parent organization of Adtalem Educacional do Brasil, American University of the Caribbean School of Medicine, Becker Professional Education, Carrington College, Chamberlain University, DeVry University and its Keller Graduate School of Management, Ross University School of Medicine and Ross University School of Veterinary Medicine. For more information, please visit adtalem.com.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.