Managed Care Provider Relations Manager jobs in Champaign, IL

Manager, Managed IT Services (System Offices)

Technology Services

University of Illinois at Urbana-Champaign

The Manager position within Managed IT Services (MITS) is responsible for the daily operations and leadership of teams providing support to MITS customers. The primary duties are to oversee and mentor staff, ensure quality service, and engage with customers. The ideal candidate will be an experienced, customer-service oriented IT Professional with an interest in management as a career. This position manages the IT support staff supporting the University of Illinois System Offices.

Why Work at Technology Services?
Highlights of Employee Benefits (PDF)

Job Summary

Provide leadership and management of IT support teams within the Managed IT Services units of Technology Services at Illinois and is accountable for the delivery of IT support services and client satisfaction within these units.

Duties & Responsibilities

Provide management oversight of staff within the assigned region(s)

• Work collaboratively with Deputy CIO, Director, managers and staff in Managed IT Services, other staff in Technology Services and other campus IT professionals to meet the changing needs of all Managed IT Services units.
• Assist in the selection of staff, setting goals, daily workflows, and conducting performance appraisals within the assigned region(s). Accountable for consistent application of management policy for staff that ensures an open, inclusive, diverse and fair working environment.
• Communicate proactively and consistently with the leadership of the substantive units within the assigned region(s) of Technology Services sharing feedback with the IT professionals in the assigned region(s), other regional managers and the Director.
• Work closely with other Technology Services Managers to drive operational excellence in all facets of IT services and support, and ensures that collaboration and teamwork are prevalent across the organization, without regard to organizational boundaries.
• Ensure that staff are seeking input from campus constituents when making service changes.
• Work with Technology Services leadership on all levels, proactively communicating and following up on changes and initiatives.
• Drive continuous improvement in the Technology Services department with demonstrable outcome.
• Assist in the mentoring and training of staff within the assigned region(s).
• Provide leadership for all Technology Services support teams and leads within the assigned region(s) of Managed IT Services.
• Lead recruiting, coaching, career development, and succession planning of Managed IT Services staff within the assigned region(s).

Provide management of Managed IT services within the region(s)

• Monitor help desk requests, ensuring assignment of tickets, timely resolutions, and desired client outcomes that adhere to service level agreements.
• Champion change and process improvement initiatives and adherence to process by staff throughout the organization.
• Communicate in a clear and timely manner consistently throughout the organization.
• Analyze new technologies for feasibility and incorporation into operations.
• Responsible for financial performance of support team. Continuously seeks opportunities to drive cost out of support services, while improving quality of those services.
• Understands the overall processes and procedures of the organization and assists in the continual improvement of those processes and procedures, providing for management analysis and recommendations on continual improvement.
• Provide reports, analyses, data and information and recommendations to the Director for strategic planning.
• Act as the primary point of contact for regional unit academic and business departmental heads, developing the regional unit relationships.

Provide excellent quality services to customers

• Participate in projects with a focus on operational excellence, improving processes, accelerating process timelines, and deliverables.
• Consult with supported departments/units to explore cost effective IT solutions to support and improve departmental operations.
• Assist the supported department leadership in strategic planning for their IT needs.
• Provide user client support services as defined in the departments to the assigned region(s) as required to meet service level agreements.
• Follow up and resolve customer satisfaction issues reported within the assigned region(s).
• Assist in the procurement of equipment through standard system recommendations to the clients.
• Write documentation as required.
• Act as an advocate for Technology Services customers in service planning and deployment across the organization.
• Partner with Service and Process Management by setting and managing the expectations of customers.

Minimum Qualifications

Preferred Qualifications

• Experience leading/managing IT support services teams in higher education environment, especially in a shared services or integrated IT environment.
• Experience on the University of Illinois campus.
• Experience participating in diverse, cross-functional workgroups.
• Leadership Training
• Management Training

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 is commensurate with experience. The salary range starts at $79,000.

Immigration sponsorship is not available for this position.

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

Application Procedures & Deadline Information
Applications must be received by 6:00 pm (CST) on Thursday, March 9, 2023. 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.

To complete the application process:
1) Submit the Staff Vacancy Application using the "Apply Now" button at the top or bottom of the page.
2) Submit the Voluntary Self-Identification of Disability forms.
3) Upload your cover letter, resume (months and years of employment must be included), and names/contact information for three professional references.

Applications not submitted through https://jobs.illinois.edu will not be considered. For further information about this specific position, please contact Phil Stanton, Technology Services HR at prstanto@illinois.edu or 217-244-5037. 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, COVID-19 vaccination requirement, 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 accessibility@illinois.edu.

Requisition ID: 1015683
Job Category: Technical
Apply at: https://jobs.illinois.edu