About UMass Amherst
UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.
Job Summary
Reporting to the Assistant Director, IT Operations (A&F IT), the Endpoint Technology Manager leads a team responsible for endpoint administration, virtual desktop solutions, mitigation, and remediation solutions for at-risk devices, providing consultation services and developing solutions to complex end-user business needs for highly specialized technical environments that support research, teaching and learning, and administrative departments.
Essential Functions
- Leads a team responsible for administration of endpoints, virtual environments, and mitigation and remediation of systems flagged with a security risk.
- Collaborates with Systems Analysts and Associate Director, IT Infrastructure across supported departments to develop and provide business analysis on strategies that best fit client environment.
- Collaborates with the Systems Analyst to ensure delivery of standards, oversee the imaging process, and document training processes for consistent end-user support. Provides daily systems analysis and support for monitoring, troubleshooting, configuring, reporting, implementing, installing, and upgrading core software and hardware, storage, and server-based applications.
- Provides consultation to clients seeking highly specialized and technical environment and administrative support function to a large enterprise environment consisting of Microsoft and Apple systems, VMWare, Azure Virtual Desktop, and servers.
- Works closely with Information Security to improve the enterprise security of the desktop endpoint and strengthening of the security baseline.
- Oversees virtual desktop service use cases and adoption and driving strategy for desktop and application virtualization.
- Implements IT Infrastructure Library practices to oversee end-user devices, including testing, patching, and upgrading of these devices.
- Maintains vendor relationships and stays up to date on new features that are to be released and how they relate to endpoint environment. Leads and develops new desktop administration processes.
- Travels to different locations on campus to ensure smooth installation and configuration, compliance of security policies and troubleshoot technical problems to minimize downtime.
Other Functions
- Performs other duties as assigned.
- Maintains an understanding of industry best practices and offerings to ensure service continuity.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- Associate’s Degree (2 years’ professional IT related experience can be substituted for Associate Degree) with 6 years’ professional IT support experience with computer technical support, help desk and/or network administration.
- Valid driver's license.
- Experience supervising a cohort of support staff and students of varying experience.
- Experience managing Windows and Linux Server OS and domain architecture including but not limited to Active Directory, DNS/DHCP, Microsoft 365, Certificate Services, GPOs, policies, and permissions.
- Extensive knowledge Apple, Linux and Windows operating systems, Microsoft Active Directory, Server management, Windows PowerShell and standard utilities, and common Windows security tools.
- Ability to analyze complex end-user business needs and create effective solutions. Ability to forge trusting relationships and bridge complex solutions.
- Excellent communication skills and can tailor communication of complex topics to varied audiences effectively.
- Strong problem-solving skills.
- Understanding of desktop management concepts and technology.
- Experience with long and short-term project development, planning, implementation, and management.
Physical Demands/Working Conditions
- Balancing, carrying, and driving.
- Typical office environment.
- Ability to lift up to 50 lbs.
Work Schedule
- Monday-Friday, 8:30 a.m. – 5:00 p.m.
- Required to work some nights and weekends.
- This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee’s work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement. The role will require a minimum of three days in the office.
Salary Information
Level 29
PSU Hiring Ranges
Special Instructions to Applicants
Along with the application, please submit a resume (and cover letter / optional). References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.
Applications will be reviewed on a continuous basis until the position is filled. Early submissions are encouraged.
UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.