Manager, Web Hosting and Administrative Applications - Technology Services | University of Illinois - Urbana-Champaign
University of Illinois - Urbana-Champaign
Location
Urbana, IL | United States
Job description
Manager, Web Hosting and Administrative Applications Technology Services - University of Illinois at Urbana-Champaign Technology Services is looking for a Manager for our Web Hosting and Administrative Applications team. This position will oversee services and resources related to the delivery and support of enterprise web hosting and IT service management platforms, playing a pivotal role in working with campus partners and technology teams to help shape the future of IT at Illinois. We seek a collaborative leader with excellent communication skills to listen and work closely with campus partners, customer stakeholders, and support teams. This is an exciting opportunity for an individual who can creatively vision the future and deliver high profile projects. Fully remote work may be possible for this position 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
Job Summary Provide management of service teams within Technology Services, charged with overall operational responsibility of services assigned to those teams. Manage staff and activities associated providing campus service offerings in the Web Hosting and/or Administrative Business Application areas that rely on IT applications such as cPanel, WordPress, Team Dynamix, Status Hub and others. Responsible for the overall day-to-day management, guidance and development of employees. Act as a service offering owner in the areas of web hosting and IT service management applications.
Duties & 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, including service ownership, service delivery, project management, change management, and lifecycle management.
- 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.
- Ensure that processes and procedures are followed, reviewed, and approved when applicable.
- Seek active engagement with campus partners and constituents. Resolve customer satisfaction issues.
Minimum Qualifications - 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).
- Demonstrated experience in a supervisory or lead capacity in an IT environment.
Preferred Qualifications - Bachelor's Degree preferred in Computer Science, Information Technology or other relevant field.
- Seven (7) years of experience in information/educational technology field.
- Five (5) years of experience in higher education IT services.
- Demonstrated experience administering applications or services using IT Service Management processes and principles.
- Experience deploying and administering enterprise services .
- Broad knowledge of web hosting and/or IT Service Management technology.
- ITIL 3 Foundation or ITIL 4 Foundation certification.
- Professional Leadership or Manager Training.
- Educause Professional Certifications or programs such as Managers Institute.
Knowledge, Skills and Abilities Excellent oral and written communications skills. Knowledge of the systems and operations used within the areas and departments of responsibility. Ability to oversee and coordinate activities of assigned staff. Ability to effectively communicate with other colleagues, supervisors, administrative staff, and other campus/agency units. Ability to identify and resolve technical and personnel problems. Ability to effectively communicate and professionally interact with all staff levels. Ability to effectively collaborate in a team environment.
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. Salary range starts at $95,000.00, and salary is commensurate with experience.
Sponsorship for work authorization is not available for this position.
For more information on Civil Service classifications, please visit the SUCSS web site at .
Application Procedures & Deadline Information Applications must be received by 6:00 pm (CST) on
February 5, 2024 . 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 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 Dallas Johnson at
[email protected] . For questions regarding the application process, please contact 217-333-2137.
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. 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
[email protected] .
Requisition ID : 1022526
Job Category : Technical
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About University of Illinois - Urbana-Champaign
The University of Illinois at Urbana-Champaign has earned a reputation as a world-class leader in research, teaching, and public engagement. With our land-grant heritage as our foundation, we pioneer innovative research that tackles global problems and expands the human experience. Our transformative learning experiences, in and out of the classroom, are designed to produce innovative alumni who desire to make a significant, societal impact.
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