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| Company Name: |
University of Illinois |
| Location: |
Urbana, IL |
| Position Type: |
Full Time |
| Post Date: |
02/27/2026 |
| Expire Date: |
03/29/2026 |
| Job Categories: |
Education, Collegiate Faculty, Staff, Administration |
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User Support Manager - Facilities & Services
<span style="font-family: Arial"><h2 style="text-align: center">User Support Manager - Facilities & Services</h2><h3 style="text-align: center"></h3><br><h4>Job Summary</h4>Under administrative direction of the Associate Director of Shared Administrative Services / Director of ITS, the Manager of User Support oversees IT support operations for Facilities & Services. This position leads the User Support Team, ensuring reliable, efficient, and ITIL-aligned service delivery. The Manager provides Tier 3 support for escalated issues, monitors performance against service-level objectives, and ensures technical operations meet organizational needs. The role balances leadership, technical depth, and process improvement to deliver exceptional service to F&S staff and business units<h4>Duties & Responsibilities</h4><ul><li>Leadership and Management – <br>· Supervise and develop User Support staff.<br>· Establish team goals, evaluate performance, and foster professional development.<br>· Coordinate daily operations to ensure efficient and effective service delivery.<br>· Review and monitor service tickets to ensure SLA compliance and appropriate resolution timelines.<br>· Promote a culture of accountability, customer service, and continuous improvement.<br>· Collaborate with campus IT units and departments to align F&S support strategies and ensure consistent standards.<br>· Serve as an escalation point for incidents requiring cross-unit collaboration or executive communication.</li><li>Strategic Planning and Process Improvement – <br>· Develop and refine service management processes aligned with ITIL principles.<br>· Lead or oversee user support–related projects and technology initiatives.<br>· Ensure compliance with University and F&S IT security and accessibility standards.<br>· Plan and manage technology refresh and lifecycle initiatives.<br>· Analyze service metrics to identify process enhancements and technology needs.</li><li>Tier 3 Technical Support and Enterprise Operations – <br>· Provide Tier 3 technical support for escalated incidents affecting multiple departments or critical business functions.<br>· Diagnose and resolve complex hardware, software, or network issues impacting F&S operations.<br>· Lead troubleshooting and root-cause analysis efforts in coordination with Infrastructure, Application Development teams.<br>· Assist in large-scale deployments, migrations, or refresh initiatives to ensure smooth transitions and minimal downtime.</li><li>Perform additional responsibilities as directed to support departmental and organizational priorities.</li></ul><h4>Minimum Qualifications</h4><p></p><p>• Five (5) years of 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. College coursework which includes Information Technology (IT), IT Management, Programming, IT Systems, or a closely related discipline may be substituted as follows: 30 semester hours equals one (1) year, Associate’s Degree (60 semester hours) equals eighteen (18) months, 90 semester hours equals two (2) years, Bachelor’s Degree (120 semester hours) equals three (3) years).<br>• Experience with endpoint management systems such as MECM/SCCM, Intune, and/or other similar endpoint management systems.<br>• Experience managing IT service operations in higher education and/or large organizations.</p><h4>Knowledge, Skills and Abilities</h4><ul><li>Strong analytical, organizational, and communication skills.</li></ul><h4>Appointment Information</h4><p>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 3/16/2026. The budgeted salary for this position is $80,000 to $90,000 per year. Final salary offered will be determined by a thorough assessment of available market data, internal salary equity, candidate experience and qualifications, collective bargaining agreements, and budget constraints.<br><br>For more information on Civil Service classifications, please visit the SUCSS web site at <a href="https://www.sucss.illinois.gov/pages/classspec/default.aspx" target="_blank">https://www.sucss.illinois.gov/pages/classspec/default.aspx</a>.</p><h4>Application Procedures & Deadline Information</h4><p>Applications must be received by 6:00 pm (Central Time) on <strong>March 1st, 2026</strong>. 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 <a href="https://jobs.illinois.edu">https://jobs.illinois.edu</a> 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 Bryan Fijalkovich at fijalkov@illinois.edu. For questions regarding the application process, please contact 217-333-2137.</p><p>At the University of Illinois Urbana-Champaign — the state’s flagship public university and one of the world’s leading research institutions — <strong>every staff member helps shape what’s next</strong>. 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.</p><p><a href="https://makeitcu.com/" title="https://makeitcu.com/">Champaign-Urbana</a></p><p><em>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.</em></p><p id="benefitStatement">This position is intended to be <a href="https://go.illinois.edu/workatillinois">eligible for benefits</a>. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.</p><hr><p align="center">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 <a href="https://go.uillinois.edu/noticesandposters" target="_blank">Required Employment Notices and Posters</a> to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through <a href="https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf" target="_blank">E-Verify</a>.</p><p align="center">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 <a href="https://illinois-accommodate.symplicity.com/public_accommodation/" target="_blank">portal</a>, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing <a>accessibility@illinois.edu</a>.</p><hr><p><strong>Requisition ID</strong>: 1034142<br><strong>Job Category</strong>: Technical<br><strong>Apply at:</strong> <a href="https://jobs.illinois.edu">https://jobs.illinois.edu</a></p><a name="HEJobs" type="hidden" value="No"></a><a name="Billing_Name" type="hidden" value=""></a><a name="Billing_Email" type="hidden" value=""></a></span><br>
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| Company Name: |
University of Illinois |
| Website: | https://illinois.csod.com/ux/ats/careersite/1/home/requisition/16093?c=illinois |
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