Manager, IT Desktop Services

Reporting to the Assistant Vice Provost, IT Client Services, the Manager of IT Desktop Support will lead a team of Desktop technical support experts and student employees in providing hardware, software, network and printing services to faculty, staff and students at UMass Boston. The incumbent will seek out and engage in the direct delivery of effective IT customer support; will communicate effectively with clients at all levels of the University in person, electronically, and through online documentation and presentations; and will make recommendations regarding endpoint management strategies and tools.  The incumbent will also provide systems administration oversight for selected endpoint management systems; and for making recommendations regarding hardware and software procurement.

The Manager, IT Desktop Support will collaborate closely with colleagues across the university, especially departmental IT service providers as well as colleagues in the IT Service Desk, Lab Operations and Network and Infrastructure teams and will be responsible for understanding and effectively communicating how IT Client Services specifically the services delivered by the Desktop team support the university’s strategic plan. 

Examples of Duties: 

• Lead the day-to-day operations of Desktop Support Services; this includes after-hours support for UMass Boston’s executive leadership;
• Provide inclusive and facilitative leadership to a large and diverse team of both professional and student staff; facilitate development and performance management activities; collaboratively develop programs that facilitate technical skill development across Client Services;
• Ensure that desktop support services are delivered efficiently and effectively, that they are easily accessible and available as needed, and meet demand; manage on-duty staff schedules across multiple campus locations, manage and appropriately prioritizing work queues and manage vendor contracts;
• Ensure that incidents and requests are handled according to agreed upon procedures and that documentation is available for staff providing support;
• Analyze patterns and trends to assist in the investigation and resolution of problems in systems and services;
• Follow industry best practices to design, develop and implement systems and processes to deliver high quality IT services;
• Work with leadership and cross-functional partners to identify service gaps, prioritize opportunities and develop and execute process improvement plans;
• Develop and manage budgets for service operations, student and professional staffing, software and equipment;
• Effectively communicate often complex technical information in ways easily understood by the intended audience, acting as a key liaison with customers, team members, and colleagues across the university;
• Ensure that Client Services staff and other UMass Boston units are advised of changes to policies, procedures, services, and technology through the development and delivery of communications, training, documentation, and self-help knowledge articles;
• Coordinate and/or participate on broader impact IT projects evaluating the needs of the campus, and developing and rolling out new services;
• Lead internal project teams to streamline processes around hardware inventory and renewal, software imaging, data backup and data and device security, remote support and patch management, driving greater automation and efficiency;
• Provide in-depth consultation for faculty, staff and students regarding UMass Boston IT; participate in new student, faculty and staff orientations and semester starts;
• Provide systems administration oversight for remote endpoint inventory and patch management (Kace 1000), image management and deployment (Kace 2000), remote troubleshooting (Bomgar)  and data and device security (Absolute’s DDS/Computrace);
• Perform other duties as assigned.

Qualifications: 

Bachelor’s Degree and a minimum of seven-ten (7-10) years of experience managing IT service delivery, service desk or desktop support services, preferably in a university or equivalent environment.  An additional four years of the above work experience can be substituted for the required Bachelor’s Degree.  Knowledge of IT service delivery best practices and metrics that can guide improvements is required. Prior program/project management experience, from development through to implementation and evaluation is required.  Experience in managing large teams, setting goals, motivating staff and managing performance is required. 

Knowledge, Skills and Abilities:

• Knowledge of and experience in evaluating and implementing IT applications, particularly in a collaborative, cross-departmental effort;
• Broad problem-solving experience with system software, network configurations, and standard software products in common use in academic settings, and across multiple platforms;
• Ability to foster collaboration and teamwork across diverse populations;
• Ability to balance competing priorities;
• Ability to supervise the work of others;
• Strong oral and written communication skills;
• Strong team management and vendor management skills;
• Strong commitment to customer service. 

Application Instructions: 

Please apply online with your resume, cover letter and list of three professional references.

Review of candidates will begin following the application closing date.