Senior Manager, Client Computing & User Support

Company: Chicago Transit Authority
Location: Chicago
Posted on: June 28, 2025

Job Description:

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. Employees and/or union members will be given priority consideration in the hiring process, per the applicable labor contracts. Final salary will be determined in part by the qualifications of the selected candidate and may be higher or lower than target. Applicants, if hired,must comply with CTA's residency ordinance. CTA IS AN EQUAL OPPORTUNITY EMPLOYER No employee or applicant for employment will be discriminated against because of race, color, creed, religion, sex, marital status, national origin, sexual orientation, ancestry, age, unfavorable military discharge, disability or any other status protected by federal, state, or local laws; except where a bona fide occupational qualification exists We are committed to providing an inclusive environment for our workforce and supporting the communities we serve. CTA will make reasonable accommodations for the known disabilities of otherwise qualified applicants for employment as well as its employees, unless undue hardship would result. If you require an accommodation in the application or hiring process, please contact arc@transitchicago.com prior to the submission of your application or upon notification of your actual test date. CTA will work with you to determine if an accommodation can be provided. During the hiring process, CTA's Human Resources department will contact candidates with next steps . Failure to respond to these correspondences in a timely fashion may result in your application being closed out for non-responsiveness. Please click link below to review the benefits offered at the CTA. https://www.transitchicago.com/hrbenefits/

Keywords: Chicago Transit Authority, Waukegan , Senior Manager, Client Computing & User Support, IT / Software / Systems , Chicago, Illinois