Information Technology Manager, TMG - National Center for Supercomputing Applications (NCSA)

Information Technology Manager, TMG - National Center for Supercomputing Applications (NCSA)

National Center for Supercomputing Applications (NCSA)

Job Summary
Working among NCSA staff and with both on-campus and national partners to enable research computing and data; leading an experienced team by managing the long-term and daily responsibilities for three shifts, providing 24-7 helpdesk coverage; resolving critical and non-critical situations, using judgment based on technical expertise and rational thought; and advising staff on methods to resolve user issues and other problems.

Duties & Responsibilities

• Manage team members (30%)
  
  • Manage and provide training, quality assurance, and performance feedback for TMG staff.
  • Set short and long-term performance goals and provide annual performance evaluations.
  • Create and update departmental work schedules and approve vacations and staff timesheets.
  • Provide 24x7 on-call service to TMG staff to resolve unusual issues or policy questions.
  • Manage the interview, selection, and hiring process for new staff members; develop and maintain staff on-boarding documentation; supervise training process for new staff, and continuous training processes for all staff.
  • Advises staff on methods to resolve user issues and other problems.

• Manage work of the team (30%)
  
  • Oversee the activities of TMG staff as they engage with customer partnerships.
  • Develop, implement, and revise internal policies, documentation, technical strategies, policies, and procedures, and service-level agreements (SLA) in support of TMG’s area of responsibility.
  • Participate in planning and change management, assure that key performance indicators are met or exceeded, and provide reports and metrics as required.
  • Participate in virtual and remote meetings.
  • Resolve critical and non-critical situations, using judgment based on technical expertise and rational thought.
  • Analyze current and future work environments and make decisions that take into consideration the directives of TMG’s key areas of responsibility.
  • Oversee the problem resolution process within the helpdesk and call center; track trends and problems, provide reports and metrics, interacting with second tier resolution groups across all projects / relationships.
  • Manage staff funding through strategic, multi-year planning and project negotiations. Strategic direction for the team.

• Represent TMG (20%)
  
  • Represent TMG to NCSA directorates and projects hosted at NCSA.
  • Represent TMG to any University of Illinois campus departments or agencies, such as Technology Services or ICCP, with whom NCSA has SLAs or memorandums of understanding (MOU).
  • Serve as spokesperson, liaison and advisor for all ticket systems and problem resolution processes.

• Essential TMG Functions (20%)
  
  • Perform all duties within the scope of the department and as associated with working at a data center, including shift coverage.
  • Maintain and develop incident journaling and checklist software (SIMON tool).
  • Manage the purchase, use, and maintenance of all hardware and software used by TMG.
  • Other duties as assigned.

Preferred Qualifications
Experience with government-costed rates.

Specialty Factors
Six years of progressively more responsible work experience in an Information Technology (IT) related profession. College course work with a concentration in Information Technology (IT), IT Management, or a closely related discipline may be substituted as follows: 60 semester hours or Associate's Degree equals one (1) year, 90 semester hours equals two (2) years, 120 semester hours or Bachelor's Degree equals three (3) years. Two years of total work experience in a supervisory or lead worker capacity in an IT environment. Demonstrated experience administering a large-scale computing environment or with user-related problem resolution in a large-scale computing environment. Demonstrated experience with ticket systems, problem resolution processes and customer service within a computer user environment. Demonstrated experience with shell-scripting languages and with Linux-based operating systems.

Knowledge, Skills and Abilities

• Excellent interpersonal skills, demonstrated written and oral communication skills.

• Ability to supervise others in day-to-day activities and assigned projects.

• Ability to lead others in the development of systems software and other programming projects.

• Extensive knowledge of systems and processes within high performance computing, including accounts and allocations, computing, storage, monitoring, and physical infrastructure.

• Ability to break down systems, processes and workflows into basic components and tasks, and then develop associated procedures documentation for others to use.

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 10/3/2022. Salary is commensurate with experience.

Application Procedures & Deadline Information
Applications must be received by September 14, 2022. Apply for this position at https://go.illinois.edu/ITMgr-NCSA, using the Apply Now button at the top or bottom of this posting, and upload a cover letter, resume/CV, and academic transcripts. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through this website will not be considered. For further information about this specific position, please contact Jana Lenz at janalenz@illinois.edu. 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: 1010642
Job Category: Technical
Apply at: https://jobs.illinois.edu