Careers at UMass Amherst

Senior IT Lead

Apply now Job no: 523619
Work type: Staff Full Time
Location: UMass Amherst
Department: IT Operations
Union: PSU
Categories: Computer & Information Technology, PSU A

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

The Senior Information Technology Lead recommends, coordinates, and supports technology needs for IT project implementations and high-level enterprise desktop technology for the supported college. The Senior IT Lead supervises a team that provides support for faculty and staff desktop needs, virtual and standard computer labs, and digital signage devices and collaborates with the college Dean’s Office, departments, and Central IT to provide guidance regarding infrastructure, research support, security and equipment. This position configures, maintains, and supports enterprise class Windows, Linux, and Unix systems, provides system administration and integration with other IT services and collaborates and coordinates with the college or department leadership and Central IT staff on strategic partnerships and projects that support the college or department’s mission.


Essential Functions

  • Performs server administration including user/group administration, security permissions, group policies, and resource monitoring. Designs, deploys and supports enterprise class systems and software applications on Microsoft Windows and UNIX. Monitors and maintains internal infrastructure such as servers, switches, firewalls, and security.  Works closely with the research faculty to ensure data compliance and IT policy requirements are met.
  • Supervises and prioritizes workload for an assigned technical team and student employees that provide support for desktops, laptops, mobile devices, and equipment. Develops and mentors team members through establishing performance expectations, training plans, mentoring behaviors to build a customer centric culture. Ensures consistent use of the ticketing system by staff to secure robust reporting metrics.
  • Ensures high quality and effective support for desktops and mobile devices utilized by faculty and staff in multiple departments with functions that comprise of recording, classification, troubleshooting and resolution of client incidents and service requests. Responsible for evaluation, prioritization, and resolution of complex support calls. Gathers user feedback and proactively acts as a change agent for improvement.
  • Manages, configures, and maintains virtual servers and virtual desktop infrastructure to provide reliable and uninterrupted availability. Provides automation of system tasks using scripting PowerShell, Pearl, Bash, Python.
  • Provides technical consultations as required for the college or department stakeholders. Provides direction and technical support to faculty and staff experiencing technological challenges with patience and clarity during in-person, phone, or online interactions. Ensures quality customer service to college faculty and staff while implementing approved policies and procedures.
  • Performs ongoing evaluation of college or department administrative, academic and research technology needs, partner with Central IT to implement necessary technology to support faculty and staff. Works with stakeholders to ensure the unit and IT project advancement and success. Collaborates with staff to research, evaluate and make recommendations for advancing technology use to improve communication, administration and advising processes.


Other Functions

  • Serves as the college’s or department’s liaison for campus information technology groups, vendors, and others and make recommendations for technology purchase and maintenance, relocation / disposal of hardware and software, and data security protocols, policies, and procedures.
  • Ensures that the college or department complies with applicable state and federal laws and regulations, and University policies and procedures. Keeps current and makes recommendations to the Dean or chairs/directors, and IT for needed resources to maintain compliance. Provides initial response to information security breaches and implements preventative procedures to mitigate risks. Educates student employees, staff, and faculty about effective security procedures and trains them on security tools, procedures and policies.
  • Maintains an electronic inventory of information technology owned by the college or department and maintains departmental records regarding location, configuration, repair and replacement of equipment.
  • Pursues professional development opportunities and monitors established and emerging trends, standards, protocols and developments in information technology, particularly in higher education and online learning environments.
  • Participates in campus IT meetings and working groups as assigned and assists in the planning and implementation of IT Initiatives, acting as a liaison between IT and the supported college or department.
  • Maintains and updates documentation related to technical procedures and policies.
  • Performs related duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.


Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Associate’s Degree and 4 years’ experience providing complex network and technology configuration, maintenance, support and incident response or Bachelor’s Degree and 2 years’ experience providing complex network and technology configuration, maintenance, support and incident response or 6-7 years’ experience providing complex network and technology configuration, maintenance, support and incident response.
  • Relevant experience in administration and maintenance of UNIX and Windows computer systems.
  • Familiarity with modern programming languages, scripting languages, concepts and practices.
  • Ability to perform long and short term IT project development, planning, implementation, and management.
  • Excellent analytical skills and ability to plan, recommend, implement and monitor effective and efficient processes and to identify problems and implement solutions.
  • Knowledge and ability to use technologies and tools, preferably including MacOS, Windows, file server, web server, virtualization, Azure and Microsoft 365 environment, basic business and education / research software.
  • Excellent interpersonal and communication skills and ability to supervise a cohort of full-time staff and student employees as required. Work positively with faculty, staff, and student employees with diverse skills, priorities and from diverse backgrounds as well as with vendors and outside service providers.
  • Excellent organizational skills and flexibility to effectively manage multiple, emerging and changing priorities. Ability to meet the demands of a complex environment where timeliness and availability of information is considered critical.
  • Ability to provide training as required to staff supporting departmental projects.
  • Ability to work independently, exercise good judgment and to make sound decisions.
  • Ability to design and develop clear instructional materials, and to communicate with patience and clarity, technical concepts to a non-technical audience, including individuals and cross-functional teams with diverse backgrounds and experience.
  • Ability to maintain confidentiality; use access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others.
  • Valid driver's license.


Physical Demands/Working Conditions

  • Typical office environment activity.
  • 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.
  • Required to participate in on-call.


Salary Information

Level 28

PSU Hiring Ranges


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.



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.

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