EUC Operations - E Supervisor (Public Service Administrator, Option 3)

Essential Functions

• Under administrative direction, serves as the EUC Operations E supervisor for the Department of Innovation & Technology (DoIT), within End User Computing (EUC), providing leadership and management oversight for advanced level remote and deskside troubleshooting and support services on computer hardware, software, and peripherals.
• Manages and directs the installation, configuration, maintenance, and management of applications for PCs and updates imaging and operating systems.
• Serves as full-line supervisor.
• Manages staff and multiple projects with relation to the installation of end user PC computing devices, software, and peripherals by directing and providing guidance to staff involved in various projects and coordinates required service requests and incidents
• Keeps abreast of new developments in the Information Technology (IT) field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to completion of four (4) years of college with coursework in management information systems, data processing, telecommunications, or a directly related fields.  
• Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in management information systems, data processing, or telecommunications in a public or business organization. 

Preferred Qualifications (In Order of Significance)

• Three (3) years of professional experience leading and performing advanced in-person and remote end-user computing support, including installation, configuration, imaging, and troubleshooting of enterprise-standard desktop and laptop operating systems, software, and peripherals, including manual and automated imaging and software distribution solutions, desktop emulation technologies, and the resolution of complex Tier 3 technical issues using monitoring and remote support tools in a large-scale enterprise environment.
• Three (3) years of professional experience analyzing operational and performance data to guide management decisions and improve service delivery, including developing, maintaining, and interpreting reports using tools such as Excel, SQL, Power BI, Tableau, or equivalent platforms, including tracking productivity, resolution metrics, workload trends, and service quality to support operational planning, procedural improvements, and management-level decision-making.
• Three (3) years of professional experience evaluating, designing, and improving end-user computing workflows and operational processes by identifying inefficiencies, implementing procedural enhancements, and establishing standards that improve productivity, timeliness, and customer satisfaction, including coordinating multiple concurrent EUC projects, managing deployment timelines, enforcing escalation procedures, and ensuring consistent service delivery across distributed support teams.
• Three (3) years of professional experience leading or supervising an IT operations or EUC support team, providing hands-on guidance, technical direction, training and performance oversight to maintain high service standards, including assigning and reviewing work, coaching staff through complex technical issues, conducting performance evaluations, managing schedules and time off, and making informed management decisions that balance daily operational demands with long-term organizational objectives.
• Three (3) years of professional experience managing Microsoft network environments, including administrative account setup, permissions management, and network resource configuration.
• Three (3) years of professional experience implementing and supporting enterprise security solutions, including anti-virus software, endpoint protection platforms, and encryption technologies.
• Ability to analyze complex administrative and technical challenges, identify root causes, and implement strategic result-driven solutions that enhance operational efficiency and organizational effectiveness.
• Ability to develop and maintain cooperative working relationships with staff, vendors, managers, executives, and external stakeholders, fostering collaboration in resolving sensitive administrative issues and supporting subordinate team members or project staff.
• Demonstrated verbal and written communication skills to present administrative and technical information clearly and precisely to diverse audiences, including business users, development teams, agency executives, managers, staff, and subordinate staff.

Conditions of Employment

Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.

• Requires the ability to verify identity.
• Requires employment authorization to accept permanent full-time position with the State of Illinois
• Requires the ability to pass a position specific, agency required background check and self-disclosure of criminal history.
• Requires the ability to travel in performance of duties.
• Requires the ability to work outside of normal hours to meet deadlines.
• Requires the ability to work overtime including scheduled, unscheduled, short notice, evenings, weekends, and holidays.
• Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc.
• Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties.
• Requires the ability to lift and carry objects or equipment weighing up to 25 pounds. This is considered medium work as defined by the U.S. Department of Labor (20 CFR 404.1567(c)). Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds.
• The conditions of employment listed are incorporated and/or related to any duties included in the position description.