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SUMMARY OF POSITION:

Under the general direction of the Sr. Director of Productivity Services for Customer Service or designee, the Manager of Endpoint Services will manage the day-to-day operations of the end user desktop support functions. 

The Manager will be responsible for the provisioning and endpoint management of over 8,000 desktops, laptops, and tablets, across Windows and MacOS platforms to employees on our Medical School campuses and across the country.

The manager will plan, develop, implement, and maintain endpoint-related systems and services, supporting the research, academic, and health care consulting missions to multiple constituencies with a broad institutional impact.

As a key member of the IT management team, the Manager of Endpoint Services will actively participate in the development and implementation of the IT strategic plan and help facilitate the development of a highly functional team through professional development, management and mentoring.

MAJOR RESPONSIBILITIES:

• Ensure faculty, students, researchers, clinicians and Commonwealth Medicine business partners maximize their use of technology in their daily work. This includes having access to reliable desktops, appropriate software, mobile devices, talented IT resources and external technology toolsets.
• Develop and establish departmental related operational policies and procedures
• Develop and lead a highly functional team through professional development and mentoring.
• Responsible for hiring, training, scheduling, overseeing and evaluating staff performance. Train and directs staff to adhere to existing standards and policies

Endpoint Services:

• Manage end user desktop systems support processes and procedures in multiple hardware and software environments.
• Provide leadership role in the implementation and support of desktop systems.
• Provide oversight and management for 2nd tier support for desktop systems within the enterprise.
• Interact with department managers on matters requiring coordination across organizational lines.
• Manage IT communications and support end users at UMMS main campus and affiliated sites including associated hospitals, group practice sites, CWM and other UMMS sites.
• Maintain, update, and troubleshoot workstation images and task sequences.
• Market to and train the user community on new products, services, features and processes as they apply to Endpoint Services.
• Routinely manages simultaneous and multiple projects requiring interface between UMass administration and its affiliates.
• Ensure daily coverage and support standards are met on a consistent basis.
• Maintains a high level of customer satisfaction with regards to reliability and functionality of our supported computers.
• Responsible for generating and monitoring of appropriate management reporting tools.
• Assist in managing emergency response capabilities in support of local and regional disasters and disaster recovery.

Endpoint Provisioning:

• Responsible for following Purchasing and UMMS Guidelines on equipment and labor for each project.
• Develop roadmaps and solutions in collaboration with key stakeholders.
• Evaluate and select hardware standards, including global laptops.
• Negotiate bulk hardware purchases with manufacturers and resellers.
• Manage the endpoint provisioning process, including imaging, policies, and software packaging
• Plan and execute global deployments, including security patching, OS updates, software deployment, group policy changes
• Manage the virtual desktop environment and global standard desktop environments.
• Develop and manage a remote support service
• Perform other duties as required.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Systems Management, or equivalent experience
• 8-10 years related Information Technology experience, including:
• Experience with Microsoft SCCM, Microsoft Enterprise Mobility + Security, Defender ATP, Application packaging and virtualization, and OSD
• Windows Autopilot and mobile device administration with Intune
• Experience with MacOS and JAMF
• Experience supporting a global Active Directory (AD) infrastructure with several thousand users
• Extensive knowledge of Active Directory, Security Groups, OUs, Managing Shared Resources, Account Management (Creation, Deletion, Maintenance), and GPO validation/management/implementation.
• Experience with Windows Server 201x, including Active Directory and group policies
• Experience with application packaging process
• Experience in leading team members that provide tier II and III level support
• Experience supporting c-suite leaders on endpoint issues
• Experience with scripting with PowerShell
• This role requires someone who has excellent communications skills, enjoys working as part of a team, can successfully multi-task, is technically expert, and excels in a fast-paced complex environment.
• A ‘can-do’ attitude with a strong pledge to customer support and delivery
• Demonstrated management skills
• Excellent oral and written communication skills
• Ability to travel to off-site locations 

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