Manager, Managed Systems and Services
University of Illinois at Urbana-Champaign
Technology Services at Illinois has an opening for a Manager of Managed Systems and Services. The Managed Systems and Services team provides infrastructure for critical campus services. We are looking for a proactive, collaborative, detail-oriented, problem-solving leader to fill this role. You will be responsible for the oversight of staff, the services they support, and planning future direction in accordance with the service strategic roadmap. In this role, you will work across the organization and collaborate with team members, other campus units and vendors to support on-premise and cloud-based systems and services.
Why Work at Technology Services?
Highlights of Employee Benefits (PDF)
The University of Illinois is an Equal Opportunity, Affirmative Action employer that recruits and hires qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status. For more information, visit http://go.illinois.edu/EEO.
Primary Position Function: Provide management of service teams within Technology Services, charged with overall operational responsibility of services assigned to those teams. Manage staff and activities associated with the Managed Systems and Services group, including, but not limited to the portfolio of IT Infrastructure Services assigned to that team. Responsible for the overall day-to-day management, guidance, and development of employees. Act as a technical subject matter expert.
Major Duties and Responsibilities
Provide management oversight of staff within service teams.
- Accountable for consistent application of management policy for staff that ensures an open, inclusive, diverse and fair working environment. Responsible for the selection of staff, setting staff goals, daily workflows, conducting performance appraisals, career development, succession planning, coaching and mentoring.
- Work with Leadership and other Managers to proactively communicate and follow up on changes and initiatives.
- Develop and maintain accurate budget and resource allocation information, including annual or as needed budgets for operational support activities. Understand the applicable processes and procedures of the organization and makes recommendations in the continuous improvement of those processes and procedures, providing for management analysis and recommendations on improvements.
- Prioritize and direct operational support activities, as well as, make work assignments to staff, matching task requirements to skills. Guide teams in aligning with organizational, campus, and university goals.
- Ensure staff receive proper training and development.
- Work with leadership to determine and plan for future operational needs.
Management of service delivery and processes
- Ensure that service management best practices are being followed for enterprise services to campus. This includes escalated incident and problem management, capacity planning, release management, change control, monitoring, application security and assessment, disaster recovery and business continuity planning as appropriate to a service.
- Provide management reports, analyses, data and information for administrative purposes. Ensure that staff are seeking input from campus constituents for improvement of services.
- Understand the applicable processes and procedures of the organization and make recommendations in the continuous improvement of those processes and procedures, providing for management analysis and recommendations on improvements.
- Provide technical subject matter expertise where applicable and needed.
- Develop and maintain service life cycle road maps that account for future growth, capacity, functionality needs, and when warranted, retirement. Develop business case justification and cost/benefit analysis for new and existing service initiatives.
- Manage relations and support agreements with key vendors and/or partners to ensure timely and effective technical or service planning support and incident response.
Deliver quality services to customers
- Advocate for excellent Customer Service throughout the unit and by partnering with the Technology Services Help Desk unit to set and manage the expectations of customers.
- Act as an advocate for Technology Services customers in service planning and deployment across the organization. Ensures that processes and procedures are followed, reviewed, and approved when applicable.
- Actively engage campus partners and constituents. Resolve customer satisfaction issues.
- Six years of progressively responsible work experience in an IT-related profession. College course work with a concentration in Information Technology (IT), IT management, or a closely related discipline may substitute for education:
- 60 semester hours or Associate’s degree for one year,
- 90 semester hours for two years, or
- 120 semester hours or Bachelor’s degree for three years.
- Two years of work experience in a supervisory or lead worker capacity in an IT environment.
- Seven or more years in information technology field
- Experience managing IT staff, IT services, or major IT projects
- Five or more years as a technical expert in one or more of the following combined areas: automation, systems administration, programming or scripting, networking, virtualization
- Experience with cloud service delivery
- One year of experience managing budget
- One year project management
- Demonstrated experience participating in strategic planning efforts
- Demonstrated experience participating in disaster recovery planning efforts
- Demonstrated experience developing and reporting on metrics related to service delivery
- Experience working in a higher education environment
- ITIL 3 Foundation or ITIL 4 Foundation certification
- Professional Leadership or Manager Training (such as MOR ITLP or Illinois ManagerDev)
- Educause Professional Certifications or programs
Salary and Appointment Information
This is a full-time, year-round Civil Service IT Manager/Administrative Coordinator position. The expected start date is as soon as possible after November 16, 2021. Salary is commensurate with experience.
Applications must be received by November 16, 2021. Apply for this position using the “Apply for Position” button below. If you have not applied before, you must create your candidate profile at http://jobs.illinois.edu. If you already have a profile, you will be redirected to that existing profile via email notification. To complete the application process:
Step 1) Submit the Staff Vacancy Application using the “Apply for Position” button below.
Step 2) Submit the Voluntary Self-Identification of Disability forms.
Step 3) Upload your cover letter, resume (months and years of employment must be included), academic credentials for any college/university education and names/contact information for three references.
In order to be considered as a transfer candidate, you must apply for this position using the “Apply for Position” button below. Applications not submitted through this website will not be considered. For further information about this specific position, contact Phil Stanton, Technology Services HR at firstname.lastname@example.org or 217-333-4222. For questions about the application process, please contact 217-333-2137.
The University of Illinois conducts criminal background checks on all job candidates upon acceptance of a contingent offer. Convictions are not a bar to employment. Other pre-employment assessments may be required, depending on the classification of Civil Service employment.
As a qualifying federal contractor, the University of Illinois System uses E-Verify to verify employment eligibility.
The University of Illinois System requires candidates selected for hire to disclose any documented finding of sexual misconduct or sexual harassment and to authorize inquiries to current and former employers regarding findings of sexual misconduct or sexual harassment. For more information, visit Policy on Consideration of Sexual Misconduct in Prior Employment.
The University of Illinois must also comply with applicable federal export control laws and regulations and, as such, reserves the right to employ restricted party screening procedures for applicants.
University of Illinois faculty, staff and students are required to be fully vaccinated against COVID-19. If you are not able to receive the vaccine for medical or religious reasons, you may seek approval for an exemption in accordance with applicable University processes.
The University of Illinois is an Equal Opportunity/Affirmative Action Employer. The administration, faculty and staff embrace diversity and are committed to attracting qualified candidates who also embrace and value diversity and inclusivity.