Senior Manager, Client Computing & User Support

SALARY

$130,000 - $160,000

POSITION SUMMARY

The Senior Manager, Client Computing and End User Support will lead a dynamic team focused on delivering high-quality desktop support and optimizing user experiences. This role demands advanced technical expertise in client computing technologies, IT service management, and user support strategies. The ideal candidate will have a proven track record of leading teams, managing IT services, and driving improvements in end-user productivity and satisfaction through effective leadership and communication.

PRIMARY RESPONSIBILITIES

• Strategic Planning: Develops and executes a comprehensive strategy for client computing and end user support that aligns with the organization's goals and enhances overall user experience.
• Budget & Vendor Management: Assists in managing the budget for client computing services, ensuring cost-effective use of resources while meeting organizational needs. Collaborate with vendors to ensure quality service delivery and negotiate contracts.
• Department Management: Oversees the implementation and maintenance of client devices, including desktops, laptops, kiosks, and other personal computing devices.
• Manage end-user support services, ensuring timely resolution of issues and enhancement of user productivity.
• Develop and implement user training programs to maximize technology utilization and efficiency.
• Collaborates with IT infrastructure teams to ensure seamless integration of client computing solutions with backend systems.
• Security Oversight: Ensures that all client computing systems adhere to security best practices and compliance requirements, implementing measures to protect organizational data and systems.
• Performance Monitoring: Implements metrics and monitoring systems to assess the performance of client computing services and support operations, ensuring optimal functionality.
• IT Service Management: Oversees IT service management processes, ensuring that client computing and end-user support services are delivered in line with best practices (such as ITIL) and consistently meet performance and service level expectations.
• Team Leadership: Leads, mentors, and develops a high-performing client computing and support team, fostering a culture of collaboration, innovation, and continuous improvement. Hires, trains, monitors, and evaluates the performance of staff. Reviews and recommends personnel actions for approval.
• Performs related duties as assigned.

MANAGEMENT RESPONSIBILITIES

Reporting to this position may include the following jobs:

Job Title

• Outsourced Contractors

CHALLENGES

• Managing a diverse range of client devices and ensuring compatibility with organizational standards.
• Balancing the need for security with user convenience and accessibility.
• Staying current with rapidly changing client computing technologies and trends.
• Motivating and retaining skilled support staff in a competitive environment.

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor's degree in Computer Science, Information Technology, or related field with eight (8) years of experience in IT support and client computing management, with at least three (3) years in a leadership role focused on datacenter and server operations.
• Experience with budget management and vendor negotiations preferred.
• Experience in managing teams that deliver high-quality technical support and client computing services preferred.
• ITIL knowledge and relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator, etc.) are a plus.

PHYSICAL REQUIREMENTS

• Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery.
• Service Area Requirement: Exempt (Non-Union) employees must live within the boundaries of the CTA Statutory Service Area either at the time of employment or within 6 months of beginning employment at CTA.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong problem-solving skills.
• Strong written and verbal communications skills with the ability to collaborate effectively across teams.
• Ability to make sound decisions under pressure.
• Working knowledge of large-scale deployments and upgrades of client computing technologies.
• Detailed knowledge of industry best practices and emerging technologies in client computing.
• Detailed knowledge of client computing technologies, desktop support, and IT service management.

WORKING CONDITIONS

• General office environment.
• May be required to work various extended hours (including nights, weekends, and holidays) in order to meet project deadlines or respond to CTA emergencies.
• Must be available to respond to calls or email inquiries outside of regular work hours.
• Occasional field visits to support end users, which may include exposure to various environments.
• This position is considered a "C-List" position under the "Revolving Door" prohibition within the State Officials and Employees Act (5 ILCS 430/5-45), which contains a number of post-employment restrictions CTA employees in C-list designated positions must follow. Among other requirements listed in this statute, CTA employees in C-list designated positions are required to follow State notification procedures to the Office of the Executive Inspector General prior to acceptance of any applicable non-State employment or may be fined significant penalties.

EQUIPMENT, TOOLS, AND MATERIALS UTILIZED

• Standard office equipment.
• Personal computers, laptops, kiosks, and various software applications, including Microsoft
• Office and remote support tools.