User Experience Developer jobs in Champaign, IL

Assistant Manager, Integrated User Services

Technology Services

University of Illinois at Urbana-Champaign

The Technology Services Help Desk seeks applicants for an Assistant Manager. This position is an exciting opportunity to grow management skills, providing leadership, coaching, and management to approximately 55 Help Desk student employees and serving as a secondary manager to full-time support staff. The Technology Services Help Desk is a fast-paced IT customer service environment with opportunities to participate in projects supporting campus-wide IT services and collaborating with all levels of the organization as well as colleagues in other units. This position reports to the Manager of Integrated User Services within the Technology Services Help Desk.

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

Job Summary

This position provides management, communication, support, and coordination of workforce operations related to Help Desk support and classroom learning environments. This position will also assist the Manager of Integrated User Services with managing, coordinating, improving, and supervising daily operations and related Help Desk activities.

Duties & Responsibilities

Perform all administrative and managerial functions of Tier 1 Help Desk student employees:

• Hire, train, manage, and coach student workforce consisting of 50 or more student employees
• Maintain HR, OBFS, and Student Employment policy and procedure knowledge
• Maintain documentation and assessment of student performance
• Assign and review work for student employees
• Create and maintain effective training documentation for student employees
• Manage, audit, and approve bi-weekly student payroll
• Create and foster a respectful and inclusive team environment

Assist the Manager of Integrated User Services with managing, coordinating, improving, and supervising daily operations and related Help Desk activities:

• Provide direction and feedback to full time Help Desk staff
• Ensure excellent Customer Service
• Resolve customer satisfaction issues
• Understand organizational processes and make recommendations for continual improvement of those processes in order to make the Technology Service Help Desk more effective, efficient, and agile in supporting customer needs.
• Review customer requests for accurate resolutions and adherence to process standards.
• Provide corrective feedback as needed to Help Desk staff to improve service quality.

Serve as back-up for the Manager of Integrated User Services

Perform the duties of Tier I and Tier 2 Help Desk consultants & staff when needed:

• Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions
• Create and maintain end user documentation

Perform other duties as assigned

Minimum Qualifications

Preferred Qualifications

• Experience hiring, training, and managing staff
• Customer service experience
• Experience working in higher education

Knowledge, Skills, and 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 verbal 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
• This position requires 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.
• Incumbent must show ability to exercise initiative and sound judgment.

Appointment Information
This is a 100% full-time Civil Service 2421 - Information Technology Assistant Manager 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 $68,000.

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, February 2, 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: 1015027
Job Category: Technical
Apply at: https://jobs.illinois.edu