IT Manager - Engineering IT Shared Services

About This Role

Manage and lead the Service Team within IT Operations, ensuring the delivery of reliable and scalable End User Services for The Grainger College of Engineering at the University of Illinois Urbana-Champaign. This role involves supervising IT staff, driving service improvements, and fostering customer relationships.

Responsibilities

• Supervise professional IT staff assigned to the team
• Provide professional growth guidance and coaching to IT professionals
• Promote strong team development and networking opportunities
• Oversee team services for quality, reliability, and responsiveness
• Participate on Engineering IT Leadership Team with other organizational management
• Advise the Associate Director on topics related to the IT Operations division
• Lead the Service Team in new initiatives, methods, and projects
• Manage projects to ensure completion in time and scope
• Serve as a Customer Relationship Manager for one or more Engineering College units
• Coordinate and liaise with other campus IT providers

Requirements

• 6+ years of IT-related work experience including supervisory or lead worker capacity
• Demonstrated experience in a supervisory or lead work capacity in an IT environment

Qualifications

• Six (6) years of work experience in IT-related functions, including supervisory or lead worker capacity.

Nice to Have

• Bachelor’s Degree
• 4+ years experience hiring, training, and managing students or staff
• 2 years of supervisory or lead worker experience in an IT environment
• Experience working in higher education or similar diffused power structure
• Demonstrated experience and/or training in customer relationships management work
• Demonstrated experience with Information Technology Infrastructure Library (ITIL) Frameworks
• Critical thinking and ability to propose service/structural changes
• Knowledge of project management skills
• Familiarity with FERPA compliance technical requirements
• Knowledge of HR policies for hiring, evaluating, developing, and disciplining employees
• Knowledge of customer relationship management methods and tactics
• Knowledge of systems and operations within areas of responsibility
• Excellent oral and written communications skills
• Ability to achieve results through others and deliver individual results
• Ability to effectively communicate and professionally interact with all staff levels
• Ability to oversee and coordinate activities of assigned staff
• Ability to lead project or task-focused teams
• Ability to plan and adjust allocations of staff and budgets
• Ability to design and implement team change, workflows, and initiatives
• Ability to reliably deliver IT services in a continuously changing and ambiguous environment
• Ability to work across teams, divisions, and organizations
• Ability to effectively manage and resolve conflict

Skills

* Required skills

Benefits