Information Resources Manager - School of Information Sciences (A1700630)

Champaign, IL
Oct 07, 2017
Institution Type
Four-Year Institution

School of Information Sciences

University of Illinois at Urbana-Champaign

Information Resources Manager

The School of Information Sciences (iSchool) seeks an Information Resources Manager who is responsible for ensuring an outstanding level of customer service from the iSchool Help Desk. Provide advanced technical and supervisory skills in the management and development of the iSchool Help Desk, assist in the hiring and training of GAs for technical (Help Desk) and educational (Instructional Technology and Design) support, and ensure a consistent level of support across all areas of the iSchool. The iSchool Help Desk is run as a reference desk which specializes in technical solutions. They support the educational, research, and outreach functions of the iSchool. Their responsibilities include researching problems, instructional support, user needs analysis, escalating issues, categorizing and reporting on tickets and other client centric duties. This office operates in concert with the iSchool Systems and Core Data Team, iSchool Research team, and iSchool Instructional Technology and Design groups to provide the IT support structure for the iSchool.

Specific Duties and Responsibilities:

Managerial Responsibilities:
  • Manage day-to-day operations at the Help Desk.
  • Execute supervisory responsibilities over the Help Desk personnel including hiring, scheduling, training, and performance evaluations.
  • Develop and implement policies to ensure that requests for help are answered as promptly and correctly as possible.
  • Create and manage goals/metrics to ensure Help Desk excellence.
  • Collect, analyze, and publish appropriate metrics to quantify performance of Help Desk support services as well as propose new strategies to improve services.
  • Provide budget needs/recommendations to ensure smooth operation of the Help Desk.
  • Keep abreast of technology for further improvement and implementation within the iSchool.
  • Flexible scheduling that will include evening and weekend hours on short notice and at unpredictable times.

User Support:
  • Track and analyze help requests to ensure quality control for effective problem resolution and customer satisfaction.
  • Develop appropriate training materials for the iSchool community.
  • Utilize emerging technologies to reach out to the iSchool community and to provide different avenues for support. (E.g. Twitter and Facebook)
  • Support iSchool printing system.
  • Primary support for all A/V equipment in the iSchool including making equipment recommendations and purchases.
  • Maintain and update the Help Desk website with relevant information, metrics, and links.
  • Create and distribute communications about technical changes that may impact iSchool students, faculty, or staff.
  • Support videoconferencing needs of the school.
  • Perform administration of the iSchool mailing lists.
  • Efficiently handle and oversee the resolution of user/patron questions. This includes a wide array of questions that will include iSchool specific systems, cPanel, typical OS questions, basic UNIX and MySQL questions, email questions, and many others.
  • Elevate requests to other units within the iSchool or on campus.
  • Assist in maintaining physical building key inventory.
  • Act as primary Unit Telecom Coordinator.
  • Act as the primary Unit Security Contact.
  • Act as Password Registrar.
  • Handle/solve large, sensitive, or non-routine issues.
  • Administration of iSchool ticketing system (currently RT).
  • Assist with special projects as assigned.
  • Other related duties as assigned.

Academic Support:
  • Tier 1 support for iSchool learning management system. Currently this includes Moodle and BlackBoard Collaborate.
  • Train and support faculty, staff and students in their use of instructional technology.
  • Keep abreast of relevant technologies and evaluate new tools for instructional use.
  • Help faculty adapt and use technology in their courses.
  • Develop appropriate instructional technology training materials for the iSchool community.
  • Assist in oversight of online synchronous class delivery, including support of BlackBoard Collaborate.
  • Oversee and assist graduate assistants as they develop and present academic technology workshops for the iSchool community.

Research Support:
  • Keep abreast of relevant technologies and evaluate new tools for research use.
  • Assist and advise researchers in incorporating both existing and new tools into their projects.
  • Act as liaison between research faculty and IT staff.
  • Assist research faculty in determining computing needs associated with research grants.
  • Provide information to research faculty related to campus technical services.
  • As needed, work directly with researchers to identify research data sources and assist in gaining access to that data. This may include contacting researchers at other institutions to request access to their data.
  • Process and evaluate data associated with research for faculty.
  • Work with research faculty and staff to run annual college research showcase.

Campus/Community Engagement:
  • Foster positive working relationships with the faculty, staff and students of the iSchool as well as with the other members of the IT staff.
  • Represent the iSchool on campus by serving on committees and participating in forums and workshops.
  • Represent the iSchool and present topics at professional library and information science conferences (E.g. ASIS&T, ALA, ISMLA, AASL).

Minimum Qualifications:

A Bachelor's degree; minimum seven years of experience supporting users' technology needs; minimum three years of experience managing staff; minimum of one year experience at an ALA accredited library school. Experience with Skype and industry standard video conferencing systems, Moodle and Blackboard Collaborate, and Office 2016 (Windows), Outlook 2011 (Mac), and Mac Mail. Knowledge of instructional technology (including course management systems, audio/visual systems, real-time collaboration technologies); administration tools for the campus wiki (currently Confluence); A/V equipment. Basic knowledge of Microsoft and Apple operating systems, computer hardware and peripherals. Knowledge of and ability to use and support SFTP, cPanel and SSH; create, maintain, and support webpages using Drupal. Knowledge of UNIX commands, MySQL, campus VPN service, campus mailing list service, and mobile device support. Excellent written and oral communication skills and the ability to work with users from a variety of technical backgrounds. Demonstrated ability to use logical and systematic problem solving skills.

Preferred Qualifications:

Direct experience supporting librarians' technical needs. Experience supporting users at a distance. Teaching or training experience. Thorough knowledge of iSchool systems (including authentication and accounts), mailing lists, and printers. Knowledge of Twitter, Facebook, and other social media. User level understanding of a broad range of computer applications (E.g. Microsoft Office applications, web browsers, HTML editors, etc.) General understanding of networking technologies and troubleshooting (E.g. TCP/IP, ping, traceroute, etc.).

Information about the School of Information Sciences can be found at This is a full-time, 12-month academic professional position with regular University benefits. Salary is commensurate with experience. The starting date is as soon as possible after the closing date.

To ensure full consideration, please complete your candidate profile at and upload your letter of application, resume, and a list of three professional references, including contact information by October 20, 2017. All requested information must be submitted for your application to be considered. Interviews may be conducted before the closing date, although no hiring decisions will be made until after the search has closed. For further information regarding application procedures, you may contact Candy Edwards at

The University of Illinois conducts criminal background checks on all job candidates upon accepting of a contingent offer.

The University of Illinois is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply. For more information, visit To learn more about the University's commitment to diversity, please visit

College Name or Administrative Unit: Information Sciences
Category: Academic Professional
Title: Information Resources Manager - School of Information Sciences (A1700630)
Open Date: 10/06/2017
Close Date: 10/20/2017
Organization Name: Information Sciences


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