Chicago Public Schools (CPS) is one of the largest school districts in the United States, serving over 330,000 students in 600+ schools and employing nearly 36,000 people, most of them teachers. CPS has set ambitious goals to ensure that every student, in every school and every neighborhood, has access to a world-class learning experience that prepares each for success in college, career, and civic life. In order to fulfill this mission, we make three commitments to our students, their families, and all Chicagoans: academic progress, financial stability, and integrity. Six core values are embedded within these commitments – student-centered, whole child, equity, academic excellence, community partnership, and continuous learning.

The Office of Information and Technology Services (ITS) works to build the capacity of schools to use information and technology, maintain network infrastructure, security standards, and support other departments to meet district goals. ITS provides innovative technology solutions that improve the quality of education for students, reduce the administrative burden on educators, facilitate parent interaction, increase community engagement, and support CPS’ mission of transparency by focusing on the ease and equity of access to information.

Job Summary:

Reporting to the Director of Business Operations, the Enterprise Print Services Manager will develop and lead CPS’ effort to build a comprehensive managed print approach to improve customer experience and facilitate improved educational outcomes by reducing the administrative burden of school leaders.

The Enterprise Print Services Manager is responsible for implementing the vision, strategic direction, overall service health, and day-to-day operations of the District’s Managed Print Services solution including the successful execution of configuration and support of the CPS print management platform for high-availability, high-redundancy, and disaster recovery. This position will interface with IT leadership and other internal stakeholders to drive the adoption of enterprise managed print services solutions at administrative offices and schools, facilitating improved service outcomes, cost savings, and transparency to printing service health.

The Enterprise Print Services Manager will be held accountable for the following responsibilities:

Managed Print Services Leadership

• Lead, develop, and implement best practices in managed print and document management, supporting internal systems that enable Chicago Public Schools to lower operating costs and streamline printing processes
• Ensure the Managed Print Services vendors are meeting their service level agreements and printing services and performance expectations are fulfilled, including print service escalations and resolution of any print service issues or requests
• Supervise and develop managed print services staff; ensure the team updates documentation when change requests are implemented
• Lead with confidence to drive cross-functional collaboration across IT and non-IT teams in the organization
• Build strong relationships with people at all levels of the organization
• Facilitate onboarding of new internal and external resources that support delivery of print services

Planning and Project Management

• Develop short term and long term strategic road maps for managed print services and ensure goals and initiatives are aligned with the District's mission, vision, and objectives
• Cooperate with other printing stakeholders in regard to their business needs to conceptualize, develop, and launch technology-based products and services to improve printing and document management practices
• Position the CPS IT organization to embrace and support emerging print-related customer service needs through governance, risk management, and compliance
• Leverage project management skills to participate in the delivery of any ITSM-related initiatives as they relate to Managed Print Services
• Identify, recommend, and implement operational improvements to streamline internal processes and procedures, and increase efficiency.

Collaboration and Communication

• Collaborate with IT teams, and other CPS departments to review existing processes, capture operational challenges, and develop business requirements for improvement in printing services
• Measure and determine ways to improve customer satisfaction and engagement using survey mechanisms
• Oversee all aspects of organizational change management and customer/stakeholder interaction to promote the effective adoption of program policies and guidelines
• Act as a liaison between the customer and the Managed Print Services team to drive technical implementation, and help on-board new schools into the CPS print management platform and other print related systems and services

In order to be successful and achieve the above responsibilities, the Enterprise Print Services Manager must possess the following qualifications:

Education Required:

• Bachelor’s degree from an accredited college or university in Information Technology or related field is required
• Master’s degree from an accredited college or university in Information Technology or related field is preferred
• IT Infrastructure Library (ITIL) Foundation certification or equivalent, or the ability to obtain ITIL Foundation certification within 6 months of hire strongly preferred

Experience Required:

• A minimum of five (5) years experience in an IT service or program management-related role, with experience in translating customer requirements to continual improvement of a service is required
• A minimum of three (3) years of experience in vendor management activities facilitating delivery of services is required

Knowledge, Skills and Abilities:

• Deep knowledge and understanding of ITSM best practices as well as print and customer service industry trends
• Working knowledge of ITIL processes, particularly Request, Problem, Incident and Change Management, how they interrelate, and how they can be adopted successfully preferred
• Ability to convey security information to non-technical end-users in a way that inspires adoption and adherence to all IT and Board security policies and programs
• Ability to build out dashboards and/or develop metrics via Smartsheet or related platforms
• Excellent verbal and written communication skills; capable of presenting to, communicating and collaborating with a wide variety of internal and external stakeholders
• Excellent interpersonal, facilitation, and negotiation skills
• Ability to manage and execute multiple projects simultaneously
• Ability to build collaborative relationships with a variety of constituent groups, including internal and external stakeholders.
• Strong will and ability to meet project deadlines and exceed customer expectations in a rapidly changing environment
• Ability to respond quickly to problems and changes

Other Requirements

Ability to work extended hours in order to complete projects with a condensed timeline required

Conditions of Employment

As a condition of employment with the Chicago Public Schools (CPS), employees are required to:

• Establish/Maintain Chicago Residency - Employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district. The Chicago residency requirement does not apply to temporary/part-time positions, however, all CPS employees must be residents of Illinois.
• Be Fully Vaccinated Against COVID-19 - Unless approved for a medical or religious exemption, all employees are required to be up-to-date on COVID-19 vaccinations, including boosters, and to submit proof of vaccination to the district within 30 days of hire. “Up-to-date” on vaccination is defined as being at least two weeks past all primary vaccine doses and any applicable boosters.