Org Chart

Administration

• Provides support to senior leadership, directors, managers, staff and office visitors.
• Handles key office tasks like managing schedules, arranging meetings, note-taking, screening and routing phone calls and arranging travel.

Business and Finance

Facilities

• Manages the infrastructure of physical space where Office of the CIO staff are stationed as well as building access and problem reporting.

Financial Analysis

• Analyzes and map service costs to lines of business and basic product & service elements using activity-based costing practices.
• Leads the calculation of service rates and the development of funding models in collaboration with service managers to support Technology Services’ broad service portfolio.
• Produces monthly budget reports, dashboards and Ad Hoc analyses to help managers understand their financial position and make informed decisions.
• Partners with senior leaders to plan annual budgets, facilitate monthly budget reviews with managers and provides projections and recommendations to guide spending decisions.

Strategic Business

Business Operations

• Procurement.
• Accounts Payable.
• Property Accounting.
• Travel and Training.
• Shipping and Receiving.
• Reconciling Transactions.
• Unit Security Coordinator.
• Fleet.
• Parking.
• Process all internal billing to campus via Pinnacle and Banner feeder files.

IT Procurement

• Provides ongoing IT support for ~300 employees.
• Standardize staff equipment with a regular refresh program to ensure staff have up-to- date equipment needed to accomplish their work.

WebStore and Software Services, Vendor Management

• Provides software sales/distribution, eText@Illinois purchase and training reservations through the WebStore e-commerce platform to the entire University of Illinois.
• Provides customer support for all WebStore products to installation.
• Implements volume, campus, universitywide software license models to obtain lowest possible price for software and software related services.
• Manages the negotiation, procurement and renewal of software and software related services contracts for the university.
• Establishes software recovery models to ensure all WebStore products are procured/distributed within a cost-recovery framework.
• Provides license server services to the entire university for concurrent software license models.

Communications and Marketing

• Provides communications support for staff including messaging, graphic design, social media management and media inquiries.
• Promotes the Office of the CIO and Technology Services through the marketing of the organization and its services.
• Maintains and provides stakeholder lists and stakeholder mapping for communications, initiatives and projects.
• Owns and manages Technology Services Intranet and public-facing webpages in addition to guidance for Technology Services-associated web presences across the university.

Human Resources

• Develops guidelines and protocols to ensure staff are aligned with organization and university requirements.
• Works with stakeholders to hire and retain staff.
• Provides opportunities for career growth and support employment and professional needs.
• Implements consistent, equitable career paths recognizing and rewarding growth.

IT Strategic Planning and Portfolio Management

Business Process Improvement

• Enhances operational efficiency through comprehensive process analysis and optimization, ensuring streamlined workflows and measurable outcomes.
• Designs and documents scalable, stakeholder-focused solutions that align with institutional objectives and support sustainable implementation.
• Delivers actionable, data-driven insights that inform planning, guide decision-making, and support continuous improvement across initiatives.

IT Project Management

• Provides portfolio, program and project management capabilities to strategic-level campus initiatives.
• Supports project teams with clear planning, communication strategies and change management guidance to ensure successful adoption and stakeholder alignment throughout the project lifecycle.
• Drives alignment with institutional and strategic goals by applying structured planning, execution and evaluation frameworks that promote collaboration, transparency and consistency through standardized methodologies, tools and reporting practices.
• Serves all stakeholders based on the needs of any individual initiative including campus, system and external customers.

Service Incubation

Strategic Program and Change Management

• Oversees and coordinates strategic programs (IT Strategic Planning, IT Operational Excellence, DAE), ensuring the successful delivery of multiple projects aligned with the university’s strategic objectives.
• Guides the organization through transitions and ensuring the successful adoption of new initiatives.

Classroom and Conference Media Engineering

The CCME team is responsible for audio-visual engineering in general assignment and campus-sponsored spaces on campus.

• Installs, maintains and repairs A/V systems in general assignment classroom and conference room spaces. This may include overseeing contractors doing the same work.
• Assists in providing engineering consulting and design work in new or renovated spaces.

Communications Installation and Maintenance Service

CIMS is a self-funded, self-contained team within Technology Services that is comprised of office staff and field communication technicians.

• Installs, maintains and repairs the inside and outside copper and fiber plant on campus upon which all network and traditional communications rely.
• Installs, maintains and repairs emergency phones. These mainly comprise phones located in campus elevators, as well as the safety kiosks located along the main walkways on campus.
• Locates buried cables on campus property when the need for digging or other repair work is needed.
• Assists in the installation of security cameras and Wi-Fi access points managed by network services.

Networking

Networking builds and runs the campus network so that students, faculty, and staff have connectivity to campus, university and Internet services. Networking also provides tools for IT pros to manage their network experience.

Network Engineering and Operations (NEO)

• Designs and operates the network for 470+ Illinois buildings.
• Design and operation of the Core (backbone).
• Engineers and supports nodes and CER facilities.

Network Tools and Automation (Net Tools)

• Designs, builds and runs internal network automation, management and operational software.
• Designs, builds and runs software for IT pros to interact with the campus network (Iris, Lens). 
• Runs software services needed to use networks (IPAM, Clearpass, ntp).

Wireless, WAN, and Data Center Networking (WWDC)

• Designs and operates the Wi-Fi and cellular network. 
• Designs and operates the ICCN (the Illinois System-wide regional network).
• Manages the Data Center, Firewall, campus VPN, site-to-site VPNs and other specialized network services.

Plant Engineering

Plant engineering consists of engineers and draftsmen who work closely with CIMS and network services, and provides larger aspects of project management for capital project work.

• Creates designs and estimates for projects requiring data and communications infrastructure, which can include new buildings, major renovations or other substantial projects.
• Expansion and stewarding maintenance of the outside plant and conduits.
• Maintains the records and drawings for indoor and outdoor copper and fiber plant.
• Consults and manages projects of the efforts defined above.
• Stewards the campus standards around these services internally and for contractors doing work on campus.

Systems Infrastructure

Data Center Operations

• Stewards the campus-sponsored data centers on campus.
• Daily operations of the three campus-sponsored data center facilities located in the Advanced Computing Building, Digital Computer Lab and Henry Administration Building.
• Assists tenants in getting systems installed, networked and properly configured for the collocation space.
• Works with Facilities & Services on the complex set of energy and HVAC needs for stable data center spaces.

Enterprise Systems Engineering

• Provides for virtual hosting, storage and backup services.
• Administers the central IT VMware environment, which includes VCenter administration, as well as administration of the virtual hosts providing virtual machines for customers.
• Provides larger amounts of mid-tier performance file storage space for bulk storage.

Life Safety

The life safety team works closely with the Division of Public Safety on services pertaining to the safety and security of the campus community that has a strong technology component.

• Oversees the installation, maintenance and repair of the security camera service.
• Administers the Illini-Alert service for campus, which includes the contact lists and software administration.
• Administers  servers and storage that support the above.

Research and Innovation Enablement

Research Enablement partners with the IT community to provide researchers with the tools, expertise and support needed to advance their work. We focus on delivering cost-effective, people-centered solutions and fostering collaboration across campus to support Illinois’ Boldly Illinois vision.

Cloud Enablement

• Simplifies cloud access and usage to support research innovation.
• Account setup, billing, administration, consulting, workshops and office hours for AWS, Azure and Google Cloud.

Generative AI

• Specific strategic initiative focused on guiding university use of generative AI. This initiative is led by the Generative AI Solutions Hub and applies and enacts their recommendations along with gathering additional information to drive their decision making. 
• Builds partnership with the Library, Center for Innovation in Teaching and Learning, and the National Center for Supercomputing Applications to create permanent support structure for generative AI.

Research Collaborative Services

• Strengthens research through expertise, training and community.
• In conjunction with campus partners, provides statistical consulting, survey support, Software and Data Carpentries workshops and faculty liaison programs.

Strategic Initiatives and Partnerships

Coordinates and accelerates the success of key technology initiatives including data, generative AI and process improvement. Builds base capabilities for stakeholder engagement and vendor partnerships to be leveraged in initiatives and across the organization.

Data and Technology Innovation

• Builds systems to help units make better use of their data and draw better insights from it.
• Provides operational support for most of our COVID technology.

Data Engineering and Analysis 

• Builds systems to integrate and automate the use of data.
• Assists with complex data analysis.

Service Intelligence

• Assists service providers in using data to better understand the health, performance and usage of their services.
• Supports the logging and monitoring of software services.

Strategic Initiatives and Stakeholder Success

• Creates and enacts base capability for stakeholder engagement and management to be utilized across the organization with a focus on building up relationships, understanding goals and needs across the university, and creating systems to track and share those across Tech Services.
• Acts as a support structure to enable better engagement across the organization and improve purpose driven engagements like our strategic initiatives. 

Vendor Partnerships

• Creates and enacts base capabilities for vendor engagement and partnership building to be utilized across the organization.
• Builds systems to evaluate vendors value and identify opportunities for strategic partnerships to improve return-on-investment.
• Acts as a support structure to assist in strategic engagements with vendors. 

Technology Architecture

Digital Accessibility

Enterprise Applications and Development Services

Administrative Applications

• Provides application-based services and tools in support of campus administrative and business needs. Our portfolio includes:
• Provides application and IT support to the Office of Public Engagement for Illini GivePulse, a volunteer and service-learning management application, and the Campus Charitable Fund Drive, including StratusLive IGNITE which is used to collect pledges for import into Banner for payroll deductions.
• Serves as the campus liaison to Verizon Wireless – Managing authorized departmental contact access to support and maintaining campus procedure documentation.
• Administers Pinnacle, an IT service management application, used by Technology Services.

Internet Communications

• Represents the campus core communications capabilities such as email, voice, chat, web-conferencing and cloud collaborative platforms. Services are used by all university students, faculty and staff.
• The team is divided into three “portfolio teams,” each representing a consistent value portfolio and addressing all service/product offerings holistically:
  • Campus Email Services: Campus Email Relays, Campus Mailing Lists, Exchange and Google Apps @ Illinois.
  • VoIP & Web Conferencing: Teams, Zoom.
  • Cloud Productivity Suites: Cloud Dashboard, Google Apps @ Illinois, Office 365 and U of I Box.

Quality Assurance and Accessibility

• Performs functional testing on products and software applications developed or maintained by Tech Services. This includes a wide range of testing activities such as: Integration, Regression, System and User Acceptance Testing.
• Conducts accessibility evaluations on software products and applications developed in-house or procured by Tech Services to ensure they meet accessibility standards and compliance requirements.

Software Development

• Provides development of custom applications and integrations for campus-offered services or business processes. We apply our architectural best practices and standards and software development expertise to deliver solutions needed by campus.
• Works with the Office of the Registrar, Identity and Access Management, eLearning, networking, E911, internet communications and the business office.

Teaching and Learning Technologies

• Provides support to faculty, staff and students in the use of instructional technologies.
• Supports web and software-based applications like the Canvas @ Illinois and Canvas Catalog, the campus video-hosting platform (Kaltura) and the online course catalog as well as technology and pedagogy in the classroom.
• Works with the Provost’s Office, the Office of the Registrar, SDG, QA, the project management office, the business office, the Center for Innovation in Teaching and Learning and other departmental eLearning professionals on campus.
• Works with Classroom and Conference Media Engineering and various contractors and subcontractors as part of capital projects construction.

Web Hosting

Provides web hosting solutions and website consulting expertise to campus, including:

• Publish.Illinois.edu (PIE), a WordPress solution.
• cPanel a dashboard with a variety of tools, including WordPress and Drupal, for creating and managing websites hosted on web.illinois.edu.
• Website Management Consulting which guides campus units in managing their websites to ensure they meet established guides.
  • Manages the web hosting finder which guides customers through a series of questions to help them determine which web service best suits their requirements.
  • Members of the web hosting team also work with the Illinois Web Implementation Guideline Group to help develop and implement web standards and guidelines for the university.

Website Hosting Center of Expertise

• Connects people, processes and technology.
• Helps university departments create, host and maintain websites.
• Leverages the work done by a collaboration of university experts to ensure on-brand, secure and accessible website implementations.

Enterprise Managed Systems and Services

Endpoint Services

• Provides common endpoint management tools for IT staff. These tools are used by the Urbana-Champaign campus and a few units at University of Illinois Chicago campus.
• Provides basic onboarding support for the CrowdStrike service run by Cybersecurity.

Instructional Computing Services

• The instructional computing services team provides five main services. These services provide facilities and technology to support both in person and remote teaching and learning:
  • General access computer classrooms and open labs (five physical spaces). These classrooms are reserved on a per semester basis and are fully staffed by students.
  • Desktop and application management for departmental labs and classrooms.
  • Lab/classroom student printing services (document and large format).
  • Papercut print accounting services for colleges and departments.
  • Illinois AnyWare – virtual desktops and applications.

Managed Systems and Services

Provides monitored, managed server infrastructure—including patches, monitoring, log management, security hardening, backups, etc.—for campus IT pros in four areas:

• Cloud infrastructure administration – Provides services deploying and actively managing cloud infrastructure either in your own university-owned cloud account or in an MSS-managed account.
• Linux server administration – Provides Red Hat Enterprise Linux server administration in fully managed or co-managed format.
• Windows server administration – Provides Microsoft Windows server administration in a co-managed format.
• Shared server functions – Provides a suite of commonly-used server applications in a robust, managed, highly-available environment: file storage, database instance, and web application.

IT Client Services

IT Solution Services

• Provides varied services all over campus via a consulting model
• Supports a total of 54 departments or research groups.

Managed IT Services

• Manages IT Services provides consistent and secure IT service with predictable and transparent pricing to academic and business units at Illinois. The service focuses on customer service, security, and administrative best practices.  The devices shall be configured so that MITS support group can access the individual machines for delivering software, including updates and patches, for repairs and scanning for compliance with established policies.
• Supports ~3,000 machines.
• Supports 50 building on and off campus.
• Clients include all System Offices (Urbana-Champaign and University of Illinois Springfield), College of FAA, Grad College and number of smaller units across campus.

Swanlund

IT Enterprise Service Management Office

• Completes and maintains ownership of the IT Enterprise Service Catalog.
• Develops and documents ITSM best practices, while identifying opportunities for ongoing refinement through a comprehensive analysis of existing service management processes.
• Creates a strategic roadmap for the continual improvement and expansion of IT Service Management (ITSM) practices at the University of Illinois.
• Defines and promotes ITSM Guiding Principles to support consistent, user-centered service delivery.
• Ensures IT services deliver meaningful value and improved experiences for faculty, staff, students, and researchers by focusing on transparency, usability, and responsiveness.

IT Service Management

• Provides consistent and secure IT service with predictable and transparent pricing to academic and business units at Illinois. The service focuses on customer service, security, and administrative best practices. 
• Supports ~3,000 machines and 50 building on and off campus.

Integrated User Services

• Supports all faculty, staff, retirees and students on campus.
• Work with many Tech Services groups to provide tier one and tier two support for services offered to campus.
• Handle 60-90k customer requests annually.

Cybersecurity Operations and Engineering

• Responsible for both reactive and proactive cybersecurity at Illinois, UIS and Urbana-based System Offices.

Cybersecurity Infrastructure and Engineering

• Provides proactive cybersecurity improvements to the broader campus community.
• Builds and maintains tools for the CSOC as well as universityfaculty, and staff.
• Provides consulting services to IT professionals, researchers and stakeholders to improve the university’s cybersecurity posture and meet compliance obligations.
• Contact: securitysupport@illinois.edu for any cybersecurity questions.
  • More Information: https://cybersecurity.illinois.edu/cybersecurity-2/#Engineering.

Cybersecurity Operations Center

• Manages cybersecurity incidents, threats, vulnerability, cybersecurity risks and other adverse events through situation containment, mitigation, and critical consultation.
• Proactively develops defensive security measures to protect against cybersecurity threats and vulnerabilities.
• Supports investigations related to university operations, assets and business/organizational processes directed by university administration. 
• Contact: security@illinois.edu for incidents or emergency response call 217-265-0000.

Cybersecurity Software Development and Assurance

• Works to elevate code and development practices throughout campus to reduce cybersecurity risk.
• Builds custom tools for the Cybersecurity Operations Center and advise on incidents.
• Available for consulting around CI/CD pipelines, vulnerable code review, development job aides, AI development and adherence to code compliance to any university developer with cybersecurity questions.

Digital Risk Management

Cybersecurity Training

• Provides the campus community with information, training and standards required for secure research, teaching, learning and informed risk decision making.
• Provides an IT professional liaison community as well as consulting and best practices.
• Engages with constituents through activities centered around cybersecurity and privacy training and outreach as well as vendor risk management and security control implementation guidelines.

Data and Privacy Analytics and Operations

Governance, Risk, and Compliance

Regulated Research

• Helps researchers navigate the complexities of regulated data.
• Consults on data compliance and security. Building out pilot environments such as Azure GCC High and AWS GovCloud, plus working with partners to provide tools such as REDCap and Globus for campus.

Identity and Access Management

• Supports centralized identity and access management, authentication and authorization services at Urbana. Also provide support with technical integrations to those services, best practices, guidelines and recommendations to help the university interact with IAM processes.
• Primary customers are individuals that utilize electronic resources. The primary Stakeholders range from HR to Admissions/Registrar’s Offices, units managing external constituents, units specializing in access management/assurance functions, audit, help and support units.