Desktop Support Manager
Desktop Support Manager
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Job Description
About UMass Amherst
The flagship of the Commonwealth the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access fuel innovation and creativity and share and use its knowledge for the common good. Founded in 1863 UMass Amherst sits on nearly 1450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching research scholarship and creative activity. The institution advances a diverse equitable and inclusive community where everyone feels connected and valuedand thrives and offers a full range of undergraduate graduate and professional degrees across 10 schools and colleges and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental social economic and technological challenges in our world.
Job Summary
The Desktop Support Manager is responsible for managing daily operations of the desktop support; oversees a dedicated technical team devoted to providing high quality desktop technology solutions across multiple UMass departments; provides guidance with regard to infrastructure server support security incidents inventory management and policy compliance as well as troubleshooting of hardware software mobile devices and ensure excellent customer service satisfaction and appropriate staff coverage in reporting lines.
Essential Functions
- Oversees and manages a high profile fast paced and reliable client facing technical team that provides support for desktops laptops mobile devices some servers in multiple academic departments with functions that comprise of recording classification escalation troubleshooting and resolution of client incidents and service requests. Develops and follows a phone/ticket escalation process to ensure proper communication with the stakeholders.
- Hires evaluates disciplines and trains staff. Develops and mentors team members through establishing performance expectations training plans mentoring behaviors to build a customer centric culture. Prioritizes workload conducts effective resource management to ensure adequate capacity for current and future technology needs. Develops and updates standard operational procedures training and knowledgebase materials.
- Supports a large network operation that supports Windows and Mac desktops including software image creation deployment with a multi-forest Active Directory structure. Conducts needs assessments regarding university infrastructure (wireless and wired access) data security hardware and software inventory; makes recommendations and develops plans to improve resource allocation equipment maintenance purchase and disposal. Supports tier 2 and 3 for configurations installation troubleshooting and technical support.
- Provides data and reporting for ticket volume and resolution on ad-hoc weekly monthly or as needed to convey trends and assess customer demand. Review collected data and trends to develop strategies for improvement.
- Collaborates with leadership other IT managers and staff to develop and manage projects and to ensure strong alignment between service targets and meeting customer objectives. Additionally works with vendors and central IT to provide resolution for concerns and to improve infrastructure and services.
- Escalates and manages information security breaches and threat incidents in assigned academic areas; works with Central IT to implement preventative procedures and educates staff and faculty about effective security management tools and implement changes to mitigate risks.
Other Functions
- Ensures all assigned departments comply with applicable state and federal laws and regulations and University policies and procedures. Makes recommendations and deploys systems changes to maintain compliance.
- Performs related duties as assigned or required to meet Department Executive Area/Division and University goals and objectives.
- Participates in campus IT professional development opportunities. Monitors established and emerging trends standards protocols and developments in desktop support technology particularly in higher education online learning environments and virtual reality simulations.
- Maintains an electronic inventory of technology; maintain departmental records regarding location configuration repair and replacement.
Minimum Qualifications (Knowledge Skills Abilities Education Experience Certifications Licensure)
- An Associates degree with 6 (six) years of professional IT support experience with computer technical support help desk and/or network administration. 2 (two) years of professional IT related experience can be substituted for the Associates degree for a total of 8 (eight) years of experience.
- Demonstrated ability to supervise technical staff.
- Experience providing complex network and technology configuration maintenance support and incident response. Experience in meeting the demands of complex production-oriented environments where timeliness and availability of systems is considered critical.
- Demonstrated ability to work effectively in a highly organized manner paying close attention to detail.
- Ability to learn new technologies quickly and resolve issues involved with new technologies.
- Experience with long and short-term project development planning implementation and management.
- Excellent interpersonal and communication skills.
- Excellent analytical skills and ability to plan recommend implement and monitor effective and efficient processes and to identify problems and implement solutions.
- Ability to design and develop clear instructional material work independently exercise good judgment and make sound decisions.
- Significant experience with technologies and tools preferably including Mac Windows file server web server basic business and education / research software electronic health records and interactive web-based tools such as blogs wikis.
Preferred Qualifications (Knowledge Skills Abilities Education Experience Certifications Licensure)
- Bachelors degree in IT-related field.
- Support experience in a distributed team environment or higher education institutions a plus.
- Knowledge and ability to setup utilize troubleshoot equipment used in conference rooms for multi user/location meetings and distance learning. The ability to use multiple platforms and technologies is a plus.
Physical Demands/Working Conditions
- Balancing carrying pulling/pushing standing bending climbing driving reaching sitting twisting and driving on campus.
- Ability to lift up to 50lbs.
- Typical office environment.
Work Schedule
- Monday to Friday 37.5 hours a week.
- Occasional night/weekend hours required as business needs dictate.
Salary Information
Level 29
Special Instructions to Applicants
Along with the application please submit a resume and cover letter. References will be checked at the finalist stage please be prepared to provide contact information for three (3) professional references.
The University of Massachusetts Amherst welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.
Required Experience:
Manager
Employment Type
Full-Time
