Manager of Endpoint Services

2 weeks ago

Holyoke, Massachusetts, United States Mount Holyoke College Full time
Job no:
R

Position Title:

Manager of Endpoint Services

Faculty or Staff:
Staff

Full Time or Part Time:
Full time

In-Person, Hybrid, or Remote:
Hybrid

Minimum Starting Rate of Pay:
$73,463.00
Rate of pay commensurate with experience

Start Date:
06/15/2024

Job Description:
Mount Holyoke College's Library, Information, and Technology Services (LITS) Division empowers a diverse and inclusive learning community, equipping every person to engage the world purposefully. We connect people with the information, expertise, spaces, and technologies that enhance their work and fuel scholarly endeavors. Mount Holyoke College is part of the Five Colleges, Inc. Consortium, along with Amherst College, Hampshire College, Smith College, and the University of Massachusetts at Amherst.

Reporting to the Director of Campus Technology and Media Support, the Manager of Endpoint Services is not just a technical leader, but also a collaborative team player. This role is responsible for functional leadership, team performance and service delivery related to endpoint engineering, desktop services, print management, computer labs, hardware/software asset lifecycle management and related services. The Manager of Endpoint Services ensures secure technology enablement for faculty, staff, students and campus operations, optimizing the value related to technology spend while ensuring application of best practices with a focus on service delivery. This hands-on technical manager centers the user experience by building and maintaining strong community relationships with campus partners, LITS partners, vendors and service providers, to ensure that service delivery practices are meeting campus needs.

Each team member actively promotes the College and LITS's commitment to diversity, equity, inclusion, and accessibility by identifying and implementing technology solutions that enable everyone to engage with teaching, learning, and college operations.Team Management & Operations
  • Supervise technical staff. Set and track progress against team and individual goals. Responsible for personnel management, including hiring, training, team building, and performance management.
  • Contribute to strategy development related to key areas of responsibility. Draft roadmaps, allocate resources, and track progress against defined initiatives.
  • Develop, maintain, and improve policies and procedures (Hardware/software asset lifecycle, endpoint management, etc.), working to ensure sustainable service delivery methods and practices.
  • Manage changes and respond to escalated Tier II/III issues; contribute to problem resolution and root cause analysis efforts.
  • Manage operations related to desktop support services, including provisioning, repair, and reclamation activities.
Endpoint Services and Information Security
  • Responsible for operations, availability, maintenance, and security of endpoint devices.
  • Coordinate with staff to understand compliance needs and develop strategies to mitigate stakeholder impact. Recommend and oversee implementation strategy for patch management, endpoint security, and architecture.
  • Actively engage in the work of the Information Security team. Collaboratively contribute to or lead cybersecurity awareness efforts, including training development and/or platform management.
  • Oversee campus print management and support of Public Safety IT systems.
Hardware/Software Asset Lifecycle Management
  • Responsible for hardware asset management programs, including allocation and lifecycle replacement processes for faculty, staff, and computer labs. Ensure accurate tracking and inventory of hardware and software assets. Develop, implement, and maintain computer purchasing policies and procedures.
  • Work with team members, LITS partners, and campus budget managers to ensure effective use and management of allocated budgets.
  • Ensure effective vendor/service provider relationships are maintained. Collaborate on vendor selection as needed.
  • Collaborate with internal and campus partners to stay attuned to campus software needs. Assess software license allocations/eligibility and renewals to inform planning. Ensure college practices and delivery methods maintain compliance with license agreements. Contribute to platform management.
Additional Responsibilities
  • Ensure compliance with professional and technology standards, license and regulatory requirements, and MHC standards, policies, and procedures.
  • Responding to questions and problems and maintaining high-quality customer service standards. Actively work with colleagues in LITS to create a welcoming and user-centered environment where diverse students, faculty, and staff can thrive.
  • Maintain currency in the field and be attuned to changing campus needs. Participate in regular professional development or training to stay informed on evolving technology needs and trends.
  • Evening and weekend work, as necessary. Attends and contributes to major campus-wide or LITS-sponsored events, which may be held at night, on weekends, or on holidays and are part of every employee's core responsibilities. In some circumstances, it may be important to assist during adverse weather and emergency situations to ensure essential services and service points are covered.
  • Perform other team-related duties assigned.
Required Qualifications/Skills:
  • Minimum of 4 to 6 years experience managing a technical support team.
  • Bachelor's Degree in a technically related field is preferred, but we welcome and will consider otherwise qualified candidates who demonstrate a combination of credentials and experience that support the position's requirements.
  • Experience or certifications related to two or more of the following or willingness to learn/ability to become certified within one year:
    • Microsoft: Endpoint Administrator Associate
    • Apple School Manager, Jamf, Keyserver AllSight
    • ITSM/ITIL Foundations
    • IAITAM: CSAM/CAMP/CHAMP (or similar)
    • HDI Desktop Support Manager
    • A+ / Sec+/ Network+
  • Experience with endpoint management and familiarity with related administrative and security tools. Desktop support expert with hands-on experience supporting Windows and Macintosh hardware, operating systems, and peripherals at an enterprise level.
  • Experience with M365 administration, Entra/Active directory, Intune/Defender/Autopilot, and Group policy management at an enterprise level.
  • Excellent operations management and organizational skills. Flexibility to lead and incorporate change and the ability to oversee/coordinate multiple tasks and priorities simultaneously and effectively in a fast-paced environment.
  • Excellent oral and written communication, problem-solving skills, and ability to work independently with minimal supervision. Enthusiastic service orientation with sensitivity to the needs of a diverse set of users at all skill levels; the ability to convey technical information to a non-technical audience is essential.
  • Proven customer service skills, including the ability to maintain professionalism, act tactfully, and maintain confidentiality. Ability to remain calm and focused under pressure in various circumstances. Proficient at working with a broad range of constituents to coordinate complex projects.
Preferred Qualifications/Skills:
  • Experience in a higher education or non-profit environment.
  • Strong leadership skills; experience coaching and mentoring team members in developing or enhancing their technical, professional, and collaboration skills.
  • Experience planning, managing, and coordinating medium to large projects to successful completion.
  • Some experience with supporting assistive technology is desirable.
  • Experience related to one or more of the following helpful: Workday, Teamdynamix.
Work Conditions:
  • Work is primarily performed onsite, but this position may be eligible for occasional remote work. The remote work schedule will be subject to approval and periodic review in alignment with the College's Flexible and Adaptive work processes. Onsite work is performed in both interior and exterior environments across campus. Frequent travel on campus to departments/buildings or occasional travel to local off-campus locations may be required.
PHYSICAL REQUIREMENTS:
  • Regularly operates, manipulates, or repairs computer equipment and related technology assets.
  • The person in this position frequently communicates and exchanges information with end-users, co-workers, campus partners, and vendors.
  • Moves about workspace, particularly moving from one workstation/worksite to another.
  • Frequently moves computers, equipment, boxes, or supplies weighing up to 25 pounds each.
  • Occasionally operates transport vehicles.
  • Consistent with its obligations under the law, the College will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of their job.
About Mount Holyoke College (MHC):

Mount Holyoke College is committed to enriching its educational experience through the diversity of its faculty, administration, and staff members. Mount Holyoke seeks to recruit and support a broadly diverse team that will contribute to the college's excellence, diversity of viewpoints and experiences, and relevance in a global society. In furtherance of institutional excellence, the College encourages applications from individuals from underrepresented groups, including faculty, staff, and administration of color, diverse gender identities, first-generation college students and individuals who have followed non-traditional pathways to college, and individuals with a demonstrated leadership commitment to including diverse backgrounds and perspectives.

Background Checks:

Mount Holyoke College is committed to providing a safe and secure environment, supported by qualified employees that will allow all of its students, faculty, staff and those associated with them to successfully carry out the mission of the college. As a condition of employment, the College will conduct appropriate background checks for all new hires. Mount Holyoke has designated the Office of Human Resources as the office responsible for ensuring that background checks (CORI, SORI, Credit History, & Driver Credential) are completed and utilized in the hiring process and Five College Office of Compliance and Risk Management as the office responsible for facilitating background checks as articulated in this policy.

Special Instructions for Applicants:

Apply online; application materials must include:
  • A cover letter summarizing interests and qualifications
  • A complete resume or curriculum vitae
  • For faculty positions, statements on mentoring, teaching, and research will also be required.
Mount Holyoke College is an Equal Opportunity Employer (EOE)

Mount Holyoke College, the leading gender-diverse women's college, is dedicated to providing equal employment opportunities for all individuals regardless of their race, color, religion, sex, national origin, age, disability, or any other legally protected status. We are a diverse community of staff, faculty, and students, united in our mission to offer an intellectually adventurous education in the liberal arts through academic programs that are renowned internationally for their cross-disciplinary excellence, experiential approach, and commitment to diversity.

Mount Holyoke College is a welcoming and inclusive environment that values and respects individuals of all backgrounds. As an EOE, we encourage members of historically underrepresented groups or nontraditional backgrounds to apply for open positions at our institution. The College has a long-standing tradition of providing women and other historically underrepresented groups with access to an innovative educational experience that prepares students for purposeful leadership by integrating hands-on opportunities into the curriculum. We firmly believe that diversity enriches our community and enhances our ability to prepare students for success in an increasingly globalized world.

We are dedicated to providing equal opportunities for all qualified applicants and to building an exemplary workforce that reflects the diversity of our student body and the communities we serve. Our ultimate goal is to produce graduates who are capable of engaging thoughtfully, effectively, and boldly with the world.

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