Assistant Manager, Integrated User Services - Technology Services

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 IT Service 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. 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.

Why Work at Technology Services?

Highlights of Employee Benefits

Provides leadership, communication, and operational management of IT Service Desk support and classroom learning environments. Serves as the operations manager for full-time IT Service Desk staff and student employees, overseeing daily workflows, task coordination, and service delivery. Supports the Assistant Director of Service Management and User Support in broader planning and service improvement efforts. This position also serves as a liaison to the Enterprise Service Management Office (ESMO), ensuring alignment between ESMO initiatives and IT Service Desk operations.

Duties & Responsibilities

Provide day-to-day direction and performance feedback to full-time IT Service Desk staff and student employees.

• Manage the full employee lifecycle for a student workforce of 50+ employees, including recruitment, onboarding, training, coaching, scheduling, performance management, and professional development.
• Ensure adherence to HR, OBFS, and Student Employment policies and procedures.
• Oversee the development and maintenance of training materials and operational documentation to ensure consistency and effectiveness.
• 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 IT Service Desk operations.
• Promote and uphold high standards of customer service across all IT Service Desk functions.
• Investigate and resolve customer satisfaction issues.
• Review and analyze Service Desk performance data, trends, and customer feedback to identify opportunities for continuous improvement.
• Review customer requests to ensure accurate resolutions and adherence to established service procedures.
• Provide timely and constructive feedback to Service 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 IT Service Desk operations.

Perform Tier 1 and Tier 2 IT Service 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.

Perform other duties as assigned.

Minimum Qualifications

1. Any one or any combination totaling 5 years (60 months) from the following categories:
   1. 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:
      1. 30 semester hours equals one (1) year (12 months)
      2. Associate's Degree (60 semester hours) equals eighteen months (18 months)
      3. 90 semester hours equals two (2) years (24 months)
      4. Bachelor's Degree (120 semester hours) equals three (3) years (36 months)
   2. 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

Demonstrated experience hiring, training, and managing staff and staff performance. Demonstrated customer service experience. Demonstrated experience working in higher education.

Knowledge, Skills & 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 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.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Sponsorship for work authorization is not available for this position.

Applications must be received by 6:00 pm (Central Time) on Thursday, June 25, 2026. Apply for this position using the Apply Now button at the top or bottom of this posting. Submit the Voluntary Self-Identification of
Disability forms and upload your cover
letter, resume (months and years of employment must be included),
and names/contact information for three
references. 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 Kari Thompson at kathomp@illinois.edu. For questions regarding the application process, please contact 217-333-2137.

At the University of Illinois Urbana-Champaign - the state's flagship public university and one of the world's leading research institutions - every staff member helps shape what's next. Founded in 1867, Illinois is home to a vibrant community of 59,000 students from all 50 states and 129 countries, supported by 15 colleges and instructional units, more than 20 research institutes, and one of the most comprehensive student service ecosystems in the nation. Whether you're empowering first-generation students, fueling breakthrough innovation, or strengthening communities across Illinois and beyond, your work here has a far-reaching and deeply meaningful impact. The university offers a highly competitive benefits package designed to support your well-being, growth, and financial security. Join a top 10 public university that has launched over 330 startups and continues to redefine excellence - where the Illinois Value Proposition ensures that your contributions are recognized, your potential is nurtured, and your career can thrive.

Champaign-Urbana

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position; however, all employment decisions will be made by a person.

This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.

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 accommodation portal, or by contacting the Office for Access & Equity at 217-333-0885, option #1, or accessibility@illinois.edu.

Requisition ID: 1036897

Job Category: Technical

Apply at: https://jobs.illinois.edu