Lutheran Social Services of Illinois Careers

Description

• On Demand Flexible Paydays for earned wages through an app called Dayforce Wallet.
• Competitive salary based upon relevant education, experience and licensure.
• Salary $85,000-$95,000/Annually.
• Opportunity for advancement.
• Comprehensive benefits package for Full-Time employees includes healthcare insurance, up to 26 days of paid time off per calendar year, 11 paid holidays, sick time, 403(b) plan, Employee Assistance Program, and flexible hours.
• The paid training you need to learn, grow, and succeed!

• Responsible for the Support Center portfolio and ensuring alignment with LSSI’s strategy to deliver solutions to further the mission of the organization.
• Provide direct supervision, training, support, review, and evaluation for assigned staff.
• Ensure the development and maintenance of excellent customer support and effective resolution of issues, including support of applications and system software and computer hardware.
• Develop, monitor, and report on Key Performance Indicators including but not limited to Service Level Agreements that measure the performance of the support center.
• Develop and maintain procedures for responding to, recording, and escalating support issues as well as ensuring compliance of procedures.
• Develop and maintain a positive working relationship between the Support Center Team, the Infrastructure Team, and the Applications Team.
• Develop and maintain the onboarding, offboarding and asset management processes and other key processes as it pertains to the Support Center.
• Develop and maintain the Service Management solution as it pertains to Incident, Asset, Solution, Problem, Root Case Analysis Management among other aspects.
• Maintain updated, broad knowledge of relevant technologies, including operating systems, application software, and network systems.
• Act as a Major Incident Manager with respect to P1/P2 incidents.
• Demonstrate professional, positive behavior and carry out responsibilities with integrity, treating clients, families, other LSSI workforce members, and collaborative organizations and/or individual in a dignified, respectful, honest, and fair manner. This should be in alignment with LSSI’s core values.

• High school diploma or equivalent required.
• Bachelor’s degree in computer science or related field preferred.
• Background check clearance required.
• ITIL certification preferred.
• Without a bachelor’s degree in computer science (or related field) ten (10) years of experience in IT required.
• Minimum of five (5) years managerial/supervisor experience required.
• Minimum of five (5) years’ experience in desktop, network, and/or telephone support required.
• Minimum of one (1) year experience directing the work of vendors, service providers, and contractors required.
• Demonstrated proficiency in relevant hardware and operating systems.
• Demonstrated ability to communicate in a clear, comprehensible manner, both verbally and in writing.
• Strong knowledge of Windows operating systems, Active Directory, Microsoft 365 tools, SharePoint, OneDrive and Teams.
• Excellent organization, presentation, and pc/computer skills, including experience using Microsoft Office 365 (Outlook, Teams, Word, Excel, PowerPoint) along with other related software.
• Valid driver’s license, in good standing for the state of residency required.
• Access to reliable transportation required.
• Valid IL statutory minimum liability insurance coverage, bodily injury and property damage required.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, sexual orientation, protected veteran status, pregnancy, any other characteristic protected by law.