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Location

Urbana, IL | United States

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Job description

Service Desk Coordinator
Engineering IT Shared Services
The Grainger College of Engineering
University of Illinois Urbana-Champaign

Engineering IT Shared Services at the University of Illinois at Urbana-Champaign seeks applicants for a Service Desk Coordinator. We are the IT services provider for the nationally-ranked Grainger College of Engineering, providing services for teaching, research, and learning. Our mission is to be a trusted academic partner in support and service to over 1,100 faculty and staff, and over 10,000 students. We pride ourselves on a customer-centric approach, with emphasis on effectiveness, transparency, and accountability to furnish innovative solutions to the needs of a college dedicated to ingenuity.

You will enjoy energetic and challenging work running and supporting our IT services, along with a transparent and respectful work environment built upon partnerships, collaboration, and teamwork. We care deeply about supporting the growth of our employees and invest in employee development through mentorship, cross-functional teams, and professional development and career-advancement opportunities.

Engineering IT Shared Services values employees who are able to work autonomously and on a team with integrity, honesty, comfort with ambiguity, and a growth mindset. Individuals that demonstrate commitment and determination in their work will find this a rewarding and supportive environment.

The Service Desk Coordinator provides management and leadership to the IT Operations Service Desks in Engineering IT Shared Services. The Service Desks serve the entire Grainger College of Engineering and are responsible for front-line, tier one support via walk-ins and phone calls, assisting Grainger College of Engineering faculty, staff, and students with workstations and laptops, access to and usage of software applications, and general technical troubleshooting. This role will provide strategic and actionable
growth of the student employee program within Engineering IT Shared Services. This position reports to the Manager of User Services in the IT Ops Division of Engineering IT Shared Services.

Duties and Responsibilities:

Student Management:
Take part in the hiring, training, scheduling, work assignment, supervision and evaluation of student employees.
Develop and maintain standards, policies, and procedures covering the work of the team.
Provide professional growth, guidance, and coaching to student employees.
Coordinate with team members to ensure their student staffing needs are met.

Program Management/Development:
Lead development of the User Services student employee program.
Oversee and manage progress of students through the training program.
Manage LMS course for student employee training.
Lead sub teams through the creation and implementation of projects related to the student employee program.

Service Management and Delivery:
Oversee the services of the service desks to ensure quality, reliability, and responsiveness.
Oversee and coordinate long-term service improvement, service upgrade, and user-improvement projects.
Analyze functional and performance issues, seek advice from IT Manager User Services and senior staff on possible solutions and implement corrective actions in a timely manner.
Ensures team's service offerings continuously evolve to best serve the Grainger College of Engineering's faculty, staff, and students.

Customer Service and Support:
Work with User Services Team to provide reports on service desk utilization, customer requests, and customer feedback.
Actively maintain relationships with the user community, proactively communicating relevant information, and staying informed of user's needs and initiatives.
Set and manage the expectations of customers; act as an advocate for Engineering clients in service planning and deployment across the organization; and resolve customer satisfaction issues.
Serve as the primary point-of-contact to key stakeholders of the team's activities and services.
Manage documentation, both client-facing and internal, on services and resources provided by the User Services Team.

Team and Division Leadership:
Serve as the point of coordination and resource for the User Services service desks.
Lead the supervisor team that oversees students and service desk operations, with limited authority for final decision making.
Work with the team to identify resources needed for the team's projects and work.

Organizational Support:
Lead virtual, project, or task-focused teams in Engineering IT Shared Services.
Participate on campus level teams or initiatives that improve IT impacts for customers and represent Engineering IT User Services at campus forums, as needed.
Partner with other campus IT providers to use or improve shared or central IT services.
Participate on the IT Operations Leadership Team to advise leadership on topics relevant to the division.

Other Duties as Assigned

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 work experience in a supervisory or lead employee capacity which included hiring, training, and managing students or staff.
Demonstrated experience working in a customer service environment.

Preferred Qualifications:
Two (2) or more years' work experience hiring, training, and supervising students or staff.
Experience working in higher education or other environments with a diffused power structure.
Experience in analyzing and creating reports.
Experience in managing operation budgets and inventory.

Knowledge, Skills and Abilities:
Demonstrated knowledge managing student or professional employees.
Demonstrated skills in communicating verbally and in writing.
Demonstrated skills in provided excellent customer service.
Demonstrated ability to achieve results through others, as well as to deliver individual results.
Ability to plan and adjust allocations of staff and budgets to meeting team mission.
Ability to lead project or task-focused teams to successful deliverables.
Ability to design and implement team change, workflows, and other team initiatives to improve services.
Ability to reliably deliver IT services in a continuously changing and ambiguous environment.
Ability to work across teams, divisions, and organizations to create mutually beneficial improvements and solutions.
Ability to effectively manage and resolve conflict.
Knowledge of HIPAA or FERPA compliance as it related to information technology.
Knowledge of basic or common project management methods.

APPOINTMENT INFORMATION

This is a full-time Civil Service Information Technology Manager/Administrative Coordinator position appointed on a 12-month service basis. The expected start date is as soon as possible after the closing date. The minimum salary for this position is $69,000 and is commensurate with experience and qualifications. This position is primarily on-site, with ability to do some hybrid work as needed. Work authorization is not available for this position.

APPLICATION PROCEDURES AND DEADLINE INFORMATION

Applications must be received by 6:00 pm (CST) on February 8, 2024 . Apply for this position using the Apply Now button at the top or bottom of this posting. Please upload your cover letter, resume, 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 will not be considered. For further information about this specific position, please contact Kelsey Krok 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 : 1020395
Job Category : Technical

To apply, visit

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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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