Assistant Manager, Integrated User Services

Technology Services - University of Illinois Urbana-Champaign

We are seeking a collaborative, organized, and people-focused leader to serve as Assistant Manager of Integrated User Services. This position plays a key role in coordinating the daily operations of the campus Help Desk. The ideal candidate is someone who thrives in a dynamic environment, can manage multiple priorities at once, and is passionate about supporting both staff and the campus community. You don’t need to come in with an IT background, we’ll teach you everything you need to know. We’re looking for someone who communicates clearly, leads with empathy, and is ready to help create a welcoming, service-minded team culture. Work for this position will be expected to work at the University of Illinois Urbana-Champaign campus on a full-time basis per the University's Workplace Flexibility policy. Sponsorship for work authorization is not available for this position.

Job Summary

Duties & Responsibilities

Provide day-to-day direction and performance feedback to full-time Help Desk staff.

• Create and foster a respectful, inclusive, and collaborative team environment.
• Assist the Assistant Director of Service Management and User Support in managing, coordinating, and improving daily Help Desk operations.
• Promote and uphold high standards of customer service across all Help Desk functions.
• Investigate and resolve customer satisfaction issues.
• Analyze and make recommendations for improving organizational processes to enhance Help Desk efficiency, agility, and service quality.
• Review customer requests to ensure accurate resolutions and adherence to established service procedures.
• Provide timely and constructive feedback to Help Desk staff to support continuous improvement.
• Serve as a liaison to the Enterprise Service Management Office (ESMO), coordinating communication and alignment between ESMO initiatives and Help Desk operations.

Perform Tier 1 and Tier 2 Help Desk duties as needed to support team operations.

• Utilize ticketing systems to gather information, track issues, and document customer feedback.
• Identify recurring issues or trends and suggest resolutions or escalations.
• Create and maintain clear, user-friendly end-user support documentation.

Provide oversight and backup support for administrative and managerial functions related to Tier 1 Help Desk student employees.

• Supervise and support the ITTA in the hiring, training, and coaching of a student workforce of 50+ employees.
• Ensure adherence to HR, OBFS, and Student Employment policies and procedures by the ITTA and student team.
• Review and guide documentation practices and performance assessment processes for student employees.
• Oversee the development and maintenance of training materials and operational documentation to ensure consistency and effectiveness.

Serve as back-up for the Assistant Director of Service Management and User Support during absences or transitions.

Perform other duties as assigned.

Minimum Qualifications

1. Any one or any combination totaling 5 years (60 months) from the following categories:

A. 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)

B. 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.

Preferred Qualifications

Experience hiring, training, and managing staff. Customer service experience. Experience working in higher education.

Knowledge, Skills and Abilities

• Demonstrated knowledge managing hourly or professional employees
• Ability to identify and resolve personnel problems
• Ability to handle emergency situations in a calm and efficient manner
• Ability to effectively communicate and professionally interact with all staff levels
• Excellent verbal communication skills
• Great project management skills, including organization, planning, time management and prioritization
• Comfort using common computer operating systems and tools, including Microsoft Windows and Microsoft Office Suite programs
• Extensive organizational and time-management skills. Ability to adapt quickly to frequently changing policies is essential, as well as the ability to communicate those changes to staff and to the public. This position demands flexibility to be able to work under pressure with numerous interruptions, and to multitask. Ability to exercise initiative and sound judgment.

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 the position is $68,000 to $72,000. Salary is commensurate with experience.

Work for this position will be expected to work at the University of Illinois Urbana-Champaign campus on a full-time basis per the University's Workplace Flexibility policy. 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 Tuesday, May 6, 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. 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 Sami Roch at sroch@illinois.edu. For questions regarding the application process, please contact 217-333-2137.

The University of Illinois offers a very competitive benefits portfolio, depending on the position. Click for a complete list of Employee Benefits.

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: 1030349
Job Category: Technical
Apply at: https://jobs.illinois.edu