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Endpoint Services Manager

2 months ago

Holyoke, Massachusetts, United States Mount Holyoke College Full time
Job Summary

Mount Holyoke College's Library, Information, and Technology Services (LITS) Division seeks a skilled technical leader to fill the role of Manager of Endpoint Services. This position 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.

Key Responsibilities
  • Supervise technical staff and set and track progress against team and individual goals.
  • Contribute to strategy development related to key areas of responsibility, including endpoint management, security, and asset lifecycle management.
  • Develop, maintain, and improve policies and procedures related to endpoint management, security, and asset lifecycle management.
  • Manage changes and respond to escalated Tier II/III issues, contributing to problem resolution and root cause analysis efforts.
  • Manage operations related to desktop support services, including provisioning, repair, and reclamation activities.
  • 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 and contribute to cybersecurity awareness efforts.
  • Oversee campus print management and support of Public Safety IT systems.
  • Manage 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 and collaborate on vendor selection as needed.
  • Collaborate with internal and campus partners to stay attuned to campus software needs and assess software license allocations/eligibility and renewals to inform planning.
Requirements
  • 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, 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.
  • Proven customer service skills, including the ability to maintain professionalism, act tactfully, and maintain confidentiality.
About Mount Holyoke College

Mount Holyoke College is committed to enriching its educational experience through the diversity of its faculty, administration, and staff members. We seek 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.

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.