Information Technology Manager (Full-Time, Exempt)

Champaign County, IL • Urbana, IL

53d • $38 - $57

About The Position

Responsible for leading County IT's commitment to exceptional customer service. Manages and mentors the tiered support staff responsible for the delivery of all end-user services and staff engagement. Serves as a key technical resource to support staff. Serves as the primary liaison to County departments, ensuring technology solutions align with operational needs. Drives process efficiency, high user satisfaction, and effective collaboration.

Requirements

• Bachelor's Degree (B.S./B.A.) in field such as Information Technology, Systems Administration, or equivalent.
• Five to seven years of work experience in the support of end-user / client facing services.
• Three years of experience in a supervisory role.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Nice To Haves

• While not required, work experience in the local government sector desirable.
• While not required, technical certifications across areas such as server and network administration, cybersecurity, and IT service management, as well as 'soft skills' certifications such as project management, change management, and relevant leadership/HR certifications are highly desirable.

Responsibilities

• Lead and supervise a team of eight staff responsible for providing Tier 1 and Tier 2 IT support.
• Establish and monitor key performance indicators (KPIs) for the Help Desk and IT support staff, ensuring timely resolution and high user satisfaction.
• Develop and enforce standard operating procedures (SOPs) for support processes, incident management, and service request fulfillment to drive consistency and quality.
• Direct the creation and maintenance of comprehensive system documentation, knowledge base articles, and user-facing training materials.
• Serve as a technical escalation point for complex or persistent end-user issues that cannot be resolved by the IT support staff.
• Conduct performance evaluations, mentoring, and professional development for team members to foster technical excellence and superior customer service.
• Act as the primary liaison between County IT and departments/offices, proactively managing client expectations and fostering strong working relationships.
• Regularly consult with departmental stakeholders to understand their operational needs, identify opportunities for technology improvements, and translate business requirements into actionable IT initiatives.
• Collaborate with peer IT Manager (Infrastructure) and the CIO to assess future technology trends and recommend new solutions for the environment to enhance productivity and security.
• Contribute to the IT budget planning process, focusing on capital and operational expenditures related to hardware, software licensing, and support tools.

Benefits

• The County offers a competitive benefits package, which is outlined at https:/www.co.champaign.il.us/jobs, including membership in the Illinois Municipal Retirement Fund (IMRF), optional 457 deferred compensation plans, and a comprehensive health insurance plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Executive, Legislative, and Other General Government Support