Manager, Managed IT Services - Technology Services
Apply NowCompany: University of Illinois
Location: Urbana, IL 61801
Description:
Manager, Managed IT Services
Technology Services - University of Illinois Urbana-Champaign
The Manager position within Managed IT Services (MITS) is responsible for the daily operations and leadership of teams providing support to MITS customers. The primary duties are to oversee and mentor staff, ensure quality service, and engage with customers. The ideal candidate will be an experienced, customer-service oriented IT Professional with an interest in management as a career. Hybrid work options may be available for this position, with the ability to be on-site at the University of Illinois Urbana Champaign campus needed per the University's Workplace Flexibility policy. Sponsorship for work authorization is not available for this position.
Why Work at Technology Services?
Highlights of Employee Benefits
Job Summary
Provide leadership and management of IT support teams within the Managed IT Services units of Technology Services at Illinois and is accountable for the delivery of IT support services and client satisfaction within these units.
Duties & Responsibilities
Provide management oversight of staff within the assigned region(s)
Provide management of Managed IT services within the region(s)
Provide excellent quality services to customers
Minimum Qualifications
Any one or any combination totaling 5 years from the following categories: College coursework which includes Information Technology (IT), IT Management, Programming, IT Systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months) Associate's Degree (60 semester hours) equals eighteen months (18 months) 90 semester hours equals two (2) years (24 months) Bachelor's Degree (120 semester hours) equals three (3) years (36 months) Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field, which includes supervisory or lead worker capacity. Demonstrated experience in employee training, supervision, project leadership, or peer coaching.
Preferred Qualifications
Experience leading/managing IT support services teams in higher education environment, especially in a shared services or integrated IT environment. Experience on the University of Illinois campus. Experience participating in diverse, cross-functional workgroups. Leadership Training. Management Training.
Knowledge, Skills & Abilities
Outstanding organizational and interpersonal skills. Demonstrated ability in effective communication and collaborating in a high performance team environment. Demonstrated commitment to customer service. Demonstrated knowledge of major IT platforms and customer service issues arising in the environments. Knowledge of university structures, groups and individuals, preferably at UIUC.
Appointment Information
This is a 100% full-time Civil Service 5030 - Information Technology Manager/Administrative Coordinator position, appointed on a 12-month basis. The expected start date is as soon as possible after the closing date. The budgeted salary range for this position is $79,000.00 to $90,000.00. Salary is commensurate with experience.
Sponsorship for work authorization is not available for this position.
For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.
Application Procedures & Deadline Information
Applications must be received by 6:00 pm (Central Time) on March 20, 2025. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered.
To complete theapplication process:
Step 1) Submit the Staff Vacancy Application using the "Apply forPosition" button below.
Step 2) Submit the Voluntary Self-Identification of Disabilityforms.
Step 3) Upload your cover letter, resume (monthsand years of employment must be included), and names/contact informationfor three references.
If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Dallas Johnson at dallas1@illinois.edu. For questions regarding the application process, please contact 217-333-2137.
The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.
Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.
Requisition ID: 1029565
Job Category: Technical
Apply at: https://jobs.illinois.edu
Technology Services - University of Illinois Urbana-Champaign
The Manager position within Managed IT Services (MITS) is responsible for the daily operations and leadership of teams providing support to MITS customers. The primary duties are to oversee and mentor staff, ensure quality service, and engage with customers. The ideal candidate will be an experienced, customer-service oriented IT Professional with an interest in management as a career. Hybrid work options may be available for this position, with the ability to be on-site at the University of Illinois Urbana Champaign campus needed per the University's Workplace Flexibility policy. Sponsorship for work authorization is not available for this position.
Why Work at Technology Services?
Highlights of Employee Benefits
Job Summary
Provide leadership and management of IT support teams within the Managed IT Services units of Technology Services at Illinois and is accountable for the delivery of IT support services and client satisfaction within these units.
Duties & Responsibilities
Provide management oversight of staff within the assigned region(s)
- Work collaboratively with Deputy CIO, Director, managers and staff in Managed IT Services, other staff in Technology Services and other campus IT professionals to meet the changing needs of all Managed IT Services units.
- Assist in the selection of staff, setting goals, daily workflows, and conducting performance appraisals within the assigned region(s).
- Accountable for consistent application of management policy for staff that ensures an open, inclusive, diverse and fair working environment.
- Communicate proactively and consistently with the leadership of the substantive units within the assigned region(s) of Technology Services sharing feedback with the IT professionals in the assigned region(s), other regional managers and the Director.
- Work closely with other Technology Services Managers to drive operational excellence in all facets of IT services and support, and ensures that collaboration and teamwork are prevalent across the organization, without regard to organizational boundaries.
- Ensure that staff are seeking input from campus constituents when making service changes.
- Work with Technology Services leadership on all levels, proactively communicating and following up on changes and initiatives.
- Drive continuous improvement in the Technology Services department with demonstrable outcome.
- Assist in the mentoring and training of staff within the assigned region(s).
- Provide leadership for all Technology Services support teams and leads within the assigned region(s) of Managed IT Services.
- Lead recruiting, coaching, career development, and succession planning of Managed IT Services staff within the assigned region(s).
Provide management of Managed IT services within the region(s)
- Monitor help desk requests, ensuring assignment of tickets, timely resolutions, and desired client outcomes that adhere to service level agreements.
- Champion change and process improvement initiatives and adherence to process by staff throughout the organization.
- Communicate in a clear and timely manner consistently throughout the organization.
- Analyze new technologies for feasibility and incorporation into operations.
- Responsible for financial performance of support team. Continuously seeks opportunities to drive cost out of support services, while improving quality of those services.
- Understands the overall processes and procedures of the organization and assists in the continual improvement of those processes and procedures, providing for management analysis and recommendations on continual improvement.
- Provide reports, analyses, data and information and recommendations to the Director for strategic planning.
- Act as the primary point of contact for regional unit academic and business departmental heads, developing the regional unit relationships.
Provide excellent quality services to customers
- Participate in projects with a focus on operational excellence, improving processes, accelerating process timelines, and deliverables.
- Consult with supported departments/units to explore cost effective IT solutions to support and improve departmental operations.
- Assist the supported department leadership in strategic planning for their IT needs.
- Provide user client support services as defined in the departments to the assigned region(s) as required to meet service level agreements.
- Follow up and resolve customer satisfaction issues reported within the assigned region(s).
- Assist in the procurement of equipment through standard system recommendations to the clients.
- Write documentation as required.
- Act as an advocate for Technology Services customers in service planning and deployment across the organization.
- Partner with Service and Process Management by setting and managing the expectations of customers.
Minimum Qualifications
Preferred Qualifications
Experience leading/managing IT support services teams in higher education environment, especially in a shared services or integrated IT environment. Experience on the University of Illinois campus. Experience participating in diverse, cross-functional workgroups. Leadership Training. Management Training.
Knowledge, Skills & Abilities
Outstanding organizational and interpersonal skills. Demonstrated ability in effective communication and collaborating in a high performance team environment. Demonstrated commitment to customer service. Demonstrated knowledge of major IT platforms and customer service issues arising in the environments. Knowledge of university structures, groups and individuals, preferably at UIUC.
Appointment Information
This is a 100% full-time Civil Service 5030 - Information Technology Manager/Administrative Coordinator position, appointed on a 12-month basis. The expected start date is as soon as possible after the closing date. The budgeted salary range for this position is $79,000.00 to $90,000.00. Salary is commensurate with experience.
Sponsorship for work authorization is not available for this position.
For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.
Application Procedures & Deadline Information
Applications must be received by 6:00 pm (Central Time) on March 20, 2025. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered.
To complete theapplication process:
Step 1) Submit the Staff Vacancy Application using the "Apply forPosition" button below.
Step 2) Submit the Voluntary Self-Identification of Disabilityforms.
Step 3) Upload your cover letter, resume (monthsand years of employment must be included), and names/contact informationfor three references.
If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Dallas Johnson at dallas1@illinois.edu. For questions regarding the application process, please contact 217-333-2137.
The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.
Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.
Requisition ID: 1029565
Job Category: Technical
Apply at: https://jobs.illinois.edu