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Division Name: Academic Affairs
Department: College of Business Support Unit

Job Summary

The College of Business IT Operations Lead will lead the College of Business IT team, which provides a full range of desktop support services to over 160 COB faculty and staff. The College of Business IT team includes specialty support areas responsible for faculty/staff hardware and software needs, on-site student computer labs, Watermark Faculty Success data management, the Faculty Resource Center (FRC), and coordination with LSAVT and other groups. The College of Business IT team utilizes endpoint management technologies to securely manage the equipment utilized by COB and works collaboratively with other campus IT services to provide technology support services to the faculty and staff of the College of Business.

This position provides oversight of and acts as an escalation point for the day-to-day operations of all services provided by the College of Business IT team, as well as being responsible for long-term planning associated with them. This position serves as a member of the Dean’s Staff and reports to the Associate Dean. The position also coordinates with the COB Marketing Director for facility events, scheduling, and signage.

Additional Information

University Benefit Highlights:
- Insurance benefits, including health, dental, vision, and life
- Retirement and supplemental retirement planning options
- Tuition waiver benefits available to staff as well as their eligible dependents
- Paid holiday/administrative closures during Thanksgiving and Winter Breaks
- Paid benefit time

For more University Benefit information: https://hr.illinoisstate.edu/benefits/ 

Information regarding eligibility for participation in the State Universities Retirement System and the State of Illinois Group Insurance program can be reviewed here https://hr.illinoisstate.edu/benefits/insurance/ 

Salary Rate / Pay Rate

$72,000 annual

Required Qualifications

1. Bachelor’s or equivalent degree in an IT-related field, including Information Technology, Cybersecurity, IT Systems, IT Management, or other closely related discipline
2. At least three years (36 months) of work experience in an IT support-related profession that includes:
   a. providing endpoint support to users on hardware/software issues
   b. working on an IT support team providing desktop support services to end users
   c. working on an IT support team that bears daily responsibility for the security of user data, including the ability to create and monitor compliance with standard procedures, which maintain a secure operating environment
3. Demonstrated experience delegating tasks and prioritizing work for an IT support team
4. The following skills and/or abilities:
   a. Superior customer service skills and experience employing a high level of situational awareness and sound judgment
   b. Excellent communication skills (verbal and written), including the ability to convey technical information to a non-technical audience
   c. Ability to research and learn independently
   d. Ability to maintain confidentiality across all areas of responsibility

Preferred Qualifications

1. ITIL Foundations certification
2. Work experience with endpoint management tools, such as SCCM, Jamf, and Intune
3. Work experience in creating technical documentation, including documentation intended for use by customers
4. Experience working in IT support in a higher education environment

Work Hours

Core Hours: 8:00am-4:30pm Monday through Friday

Functional Expectations

Must be able to complete the following with or without a reasonable accommodation:

1. Remain at a workstation for extended periods
2. Move about in various locations on and off campus as needed to complete day-to-day work
3. Effectively communicate on a daily basis
4. Distinguish colors on a monitor

Proposed Starting Date

December 2025

Required Applicant Documents

Resume
Cover Letter
Reference List - At least two references, one of which must be from someone external to ISU

Please Note: These documents are required to be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Optional Applicant Documents

Transcripts - See Special Instructions to Applicants for additional options
Certification of Retirement Annuity

Please Note: These documents may be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Special Instructions for Applicants

Applicants for this position must be authorized to work in the U.S. without ISU sponsorship. Sponsorship for work authorization will not be considered for this position.

Please fully complete the entire application including, but not limited to, the education and work history portions. Be specific on your work history, including employment dates (if part-time you must list the number of work hours) and duties for all positions held. Applicable part-time work experience will be considered toward qualifying for this position; however, it will be converted to a full-time equivalency to determine combined length of experience. Please do not put "see resume" in the duties and responsibilities section of the work history. This will be considered an incomplete application and incomplete applications will not be considered.

College or university transcripts (may be unofficial) must be submitted prior to the application deadline to receive full consideration. Transcripts can either be uploaded with your application or submitted via the options listed below.

To be eligible for Veteran's Preference points on the exam, appropriate military service documentation such as a DD-214 must be submitted prior to the application deadline.

Transcripts and/or military service documentation may be faxed or mailed to Human Resources by the application deadline:

Fax: 309.438.0011, Attn: Kira Shelton
Address: Illinois State University
Human Resources
Campus Box 1300
Normal, IL 61790-1300

The Civil Service examination for this classification is based on your application materials and responses to the supplemental questions. No participation other than submission of applicant materials is required from applicants that qualify to take the exam. If you meet the minimum required qualifications for this position, you will receive a score calculated based on your education and experience, and your name will be placed on the active employment register by exam score. After the application deadline, the names within the top three scores will be referred to the department for interview.

Contact Information for Applicants

Kira Shelton
Human Resources
kgshelt@ilstu.edu 
(309) 438-2120

Important Information for Applicants

This position is subject to a criminal background investigation and if applicable, an employment history review, based on University Policy 3.1.30 and any offer of employment is contingent upon you passing a satisfactory criminal background investigation and/or an employment history review. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

Illinois State University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are an individual with a disability and need a reasonable accommodation under the Americans with Disabilities Act (ADA) or other state or federal law you may request an accommodation by contacting the Office of Equal Opportunity and Access at (309) 438-3383. The Office of Equal Opportunity and Access will hold any confidential information you provide in confidence.

If you are having difficulty accessing the system, please call Human Resources at (309) 438-8311.