Operational Lead - Information Technology Services

Job Level
Mid-level position
Job Category
  • Technology
  • Information Technology
Job Status
Areas of Responsibility
  • Systems / Operations
  • Information Technology
  • Services / Service Management

Facilities & Services (F&S) at the University of Illinois at Urbana-Champaign is accepting applications for an Operational Lead.  Under direct supervision of the Manager of Infrastructure, the Information Technology Technical Associate – Operational Lead will gather information about technical issues, take corrective action, and when necessary reassign tasks to more senior staff. The focus of this position is on system administration. The Operational Lead is responsible for managing, updating, securing Facilities and Services (F&S) technology systems.

System Administration

  • Manage the reliable operation of F&S hardware and software systems.

  • Work on, and lead, cross-functional teams, with authority for final decision-making.

  • Perform technical evaluation of hardware, software, and tools. Contribute to technology architecture decisions.

  • Advise on the use of varied computing and communications technology.

  • Evaluate, install, configure, test, and update computing hardware and software systems for computing services, coordinating with vendors as applicable. Document and report problems to vendors as well as to internal databases and logs.

  • Integrate computing hardware and software systems into the F&S computing environment.

  • Install, evaluate and maintain system-level software, including local modification of operating system software or system level software.

  • Analyze and solve problems of a technical nature for hardware and software. Using independent judgment, prioritize requests for service from internal and external sources.

  • Collaborate with technology partners throughout the University System in the administration of technical systems.

  • Inform consultants and operations staff of system changes, failures, and corrections and their impact on the user community. When appropriate, inform users directly.

  • Independently completing assigned projects lasting two to six months.

Documentation and Policy Administration

  • Create and maintain documentation on system capabilities and equipment, both for internal group use and for operations staff.

  • Communicate IT services and strategies through presentation and documentation to staff, administration, and IT peers.

  • Ensure F&S policies are followed as they relate to the use of technology. This position will also participate in the creation of policy.

  • Assign and revoke security roles and permissions.

  • Formally and informally train F&S staff to use technology.

  • Mentor less senior IT staff.

  • Communicate effectively with the technology team and business users.

Tier 3 Technical Support

  • Promoting excellent customer service, maintaining strong relationships with the user community, and setting/managing expectations of customers.

  • Provide support when less senior members need assistance solving complex technical challenges.

  • Other Duties as Assigned


  1. A combination of six or more years of professional experience in IT operations, which must include: 3 years of experience working with customers and 4 years of system administration

    • Associate's degree in information technology or a related field may substitute for one year (12 months) of experience

    • 90 semester hours of college coursework in information technology or a related field may substitute for a maximum of two years (24 months)

  2. Demonstrated experience supporting multiple systems in complex environments (100+ servers). Demonstrated experience managing Windows and Macintosh systems on TCP/IP networks in large-scale environments (100+ workstations).

  3. Experience managing virtual machines in either HyperV, or VMWare environments.

  4. Experience managing essential network services, including DNS, DHCP, file and print services.

  5. Experience writing and editing documents describing technical systems and applications.


Preferred Work Experience:

  • Experience with technology at the University of Illinois.

  • Understanding of the business of IT service delivery, with emphasis on server and application administration.

  • Experience managing MS SQL and Oracle database servers.

  • Experience administrating Microsoft Active Directory and/or LDAP.

  • Experience managing routers, switches, and wireless technologies.

  • Experience managing security appliances.

  • Experience automating tasks in large-scale Windows environments (100+).

  • Scripting/programming skills in one or more languages/platforms.

  • Technical skills in most of the following: networking (OSI Model), IT security, OS imaging, and Active Directory.


Successful candidates will have:

  • Strong working knowledge of Windows and Macintosh systems on TCP/IP networks in large-scale environments (200+)

  • Technical skills in most of the following: networking (OSI Model), IT security, OS imaging, and Active Directory.

  • Knowledge of network concepts like routing, switching, and wireless technologies

  • Knowledge of security concepts like access control, authentication/authorization

  • Demonstrated ability to perform assigned work independently and escalate appropriately.

  • Excellent written and verbal communication skills.

  • Ability to work in a collaborative environment.


Environmental Demands:
Position involves lifting technology equipment up to 25 pounds.

This is a full-time Civil Service IT Technical Associate position appointed on a 12-month service basis. The expected start date is as soon as possible after April 29, 2019. Salary is commensurate with experience.

Applications must be received by April 29, 2019. Apply for this position using the “Apply for Position” button below.  If you have not applied before, you must create your candidate profile at http://jobs.illinois.edu.  If you already have a profile, you may be redirected to that existing profile via email notification.  To complete the application process:

Step 1) Submit the Staff Vacancy Application
Step 2) Submit the Voluntary Self-Identification of Disability forms.
Step 3) Upload your cover letter, resume (months and years of employment must be included), academic credentials (unofficial transcripts or diploma may be acceptable), and names/contact information for three references.

In order to be considered as a transfer candidate, you must apply for the position using the “Apply for Position” button below. Applications not submitted through this website will not be considered. For further information about the position, you may contact Keri Frederick, 217-300-1575 or klfreder@illinois.edu. For questions regarding the application process, please contact 217-333-2137.


The University of Illinois conducts criminal background checks on all job candidates upon acceptance 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 http://go.illinois.edu/EEO.

College Name or Administrative Unit:
Facilities and Services


Operational Lead - Facilities and Services: Information Technology Services (109630)

Open Date:

Close Date:

Organization Name:
Service Office