Manager, User Support

Description

The University of Illinois Foundation (Foundation) is the official fundraising and private gift-receiving organization of the University of Illinois (University). It works closely with alumni and friends, faculty and staff, corporations and foundations, as well as campus development professionals to create fundraising programs and opportunities that benefit the University.

Full-time

The Manager, Advancement User Support will supervise staff, processes, and systems that support Advancement users who need assistance with UIF systems and related workflows across the University of Illinois System and UIF. This role ensures prompt and accurate responses to phone, e‑mail, and ticket inquiries, documenting topics and referrals. It leads follow‑up and resolution processes and provides reporting that enables leadership to identify and prioritize common concerns to improve Advancement systems and processes.

The Manager also leads the creation and maintenance of departmental and Advancement System user‑facing documentation and oversees user access and security processes to ensure appropriate and timely system provisioning.

• Manages systems, processes, and Help Desk staff supporting UI Foundation advancement systems within the Advancement Information Management and Support department. Ensures delivery of excellent first‑level support and problem determination for advancement system users, including triaging, creating Help Desk tickets and assigning issues to the appropriate resource for timely resolution. Maintains a troubleshooting guide to support ongoing issue resolution and provides high‑quality support to the advancement community.
• Manages processes, systems, and data used to track, resolve and report on identified issues, unresolved issues, and training needs to support identification of system and process improvements that enhance the user experience. Ensures follow‑up on tickets originated through the User Experience Help Desk and regularly apprises management of unresolved tickets.
• Administers the access request process for UIF systems, providing direction on intake, validation, and approval workflows. Ensures proper authorization is obtained, monitors the accuracy and timeliness of account provisioning, and coordinates with IT Operations and technical teams to resolve issues and maintain effective user setup processes.
• Leads the creation, organization, and maintenance of internal departmental documentation and Advancement user‑facing process guides for UIF‑supported workflows.
• Audits user access to the advancement database in accordance with the UIF Advancement Data Access Policy and the needs of University Advancement Directors.
• Consults with subject matter experts throughout UIF when necessary, to identify solutions to user questions and problems.
• Consults and collaborates with the UIF Learning and Development team on user training and support for Advancement systems. In partnership, identify communication items and training opportunities, working together to better educate users on new and existing system features and processes.
• Prepares materials and delivers presentations to inform university advancement units about the different services provided by the UIF Advancement Information Management and Support department.
• Recruits, selects and develops staff to achieve best‑practice level performance among team members. Clearly communicates responsibilities, goals and desired results—providing coaching and resources necessary for employees to succeed. Provides performance management, including correction, when required.

• Bachelor’s degree and a minimum of 5 years of help desk experience, customer service, or equivalent experience.
• Excellent phone communication and interpersonal skills.
• Superior analytical abilities and abilities to manage multiple tasks.
• Strong facilitation skills with experience leading diverse groups toward resolution.
• Demonstrated learning agility.
• Proven ability to learn new computer applications quickly in a fast‑paced environment.
• Proven ability to document processes in a clear,…