Department
OPS ITS - Chief Technology Office
About the Department
IT Services (ITS) collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services. We provide secure, stable, and reliable infrastructure and applications that support the mission of the University. ITS supports and enables faculty research and teaching with the effective use of technology, simplifies the technology experience for all users, and identifies, manages, and mitigates technology risks for the University.
Job Summary
The Manager, Network Administration and Operations is responsible for the day-to-day configuration, operation, monitoring, and availability of the University’s wired (Ethernet) and wireless (WiFi) campus network services. This role directly manages a team of network administrators and technicians who perform hands-on installation, configuration, troubleshooting, and maintenance of network infrastructure including switches, wireless access points, and supporting services such as DNS, DHCP, and IPAM. This position ensures operational consistency through standardized procedures, run-books, and repeatable processes, and serves as the primary escalation point for Tier 1 and Tier 2 network support operations. The Manager coordinates closely with the Senior Manager, Network Engineering to align operational activities with infrastructure priorities.
Responsibilities
Manages network administrators and technicians who perform the configuration, installation, operation, and monitoring of the campus Local Area Network (LAN), including switches, wireless access points, and end-user connectivity infrastructure.
Oversees the performance, availability, and security of wired and wireless network services across the University campus, including monitoring, incident response, and escalation management for network-related outages and degradations.
Oversees monitoring and troubleshooting of campus network infrastructure including LAN switches, wireless access points, DNS/DHCP services, and related connectivity systems, ensuring timely resolution of incidents and accurate documentation of remediation steps.
Serves as the primary point of contact for network connectivity issues escalated from the IT Services help desk, coordinating with IT and facilities stakeholders as needed to resolve network service disruptions.
Develops, maintains, and enforces standard operating procedures, run-books, and repeatable operational processes to ensure consistent service delivery and minimize unplanned downtime.
Analyzes network usage trends and prepares operational metrics to assess service health and team workload.
Develops and documents Tier 1 and Tier 2 data network support procedures for troubleshooting, change communication, and service restoration, and evaluates operational effectiveness on an ongoing basis.
Maintains accurate records of network asset configurations, incident logs, and change management documentation in accordance with ITS standards.
Manages employee performance by establishing annual goals, allocating resources, conducting performance assessments, and supporting the professional development and career growth of network administrators and technicians.
Encourages participation from team members in improving operational processes, documentation, and ITS service delivery practices.
Maintains current knowledge of network administration technologies, tools, and best practices through professional development, vendor resources, and peer networks.
Coordinates with the Senior Manager, Network Engineering to align operational activities with infrastructure priorities, ensuring technician and administrator capacity is deployed effectively against maintenance schedules and project commitments.
Interfaces with internal IT teams and end-user stakeholders to address network connectivity needs and ensure operational service levels are maintained across the campus…