Mgr,Core IT Svcs

Overview:
The UNM Information Technologies Enterprise Managed Systems and Services (EMSS) team is seeking a Manager of Core IT Services to oversee the IT personnel involved in all aspects of a new, cross-platform, centralized endpoint (device) management program at the University. The incumbent will supervise the device management team, responsible for Windows and macOS devices across all university colleges and departments.

The device management team plays a critical role in ensuring smooth operations and enhancing IT services across the university and is instrumental in ensuring a consistent and ever-improving user experience for device-related activities.

Responsibilities:
Endpoint Standards and Compliance

• Establish and maintain standards for workstations across all IT areas, including defining software standards, security configurations, and patch levels
• Ensure that all devices adhere to these standards and promptly address any deviations
• Create, document, communicate, and maintain policies and procedures related to device management

Device Procurement and Lifecycle Management

• Oversee the entire lifecycle of devices from procurement to disposal, including provisioning, deployment, and decommissioning
• Collaborate with procurement teams to acquire hardware and software licenses efficiently

Automation and Configuration Management

• Windows device management and automation using SCCM and Intune
• Apple macOS device management and automation using Jamf
• VDI (Virtual Desktop Infrastructure) management using Azure Virtual Desktop and VMware Horizon
• Minimize errors and improve the efficiency of the endpoint management service
• Automate repetitive device management tasks

Application Packaging and Deployment

• Oversee the team handles application packaging, ensuring that software is prepared for deployment across the organization and deploying applications efficiently, minimizing user disruption
• Ensure consistent application settings and updates

Security and Compliance

• Play a crucial role in maintaining security standards by enforcing endpoint security policies, monitoring vulnerabilities, and applying necessary patches for remediation

Incident Response and Troubleshooting

• Ensure timely and effective response to incidents (e.g., device failures, security breaches)
• Oversee troubleshooting of issues related to device management, connectivity, and performance

Collaboration and Training:

• Collaborate with other IT units, sharing knowledge and best practices

• Provide training to end-users on device-related topics

Duties:

• Oversee and be accountable for the computing devices that support 50,000+ students, faculty, staff and affiliates university wide
• Ensure and be accountable for audit compliance including but not limited to FERPA, HIPAA, PCI, GLBA and Export control
• Provide guidance, mentoring, and assistance for direct reports, including specialists and lower-graded systems analysts
• Monitor productivity, recurring issues, and other operational variables and recommend/implement improvements as necessary
• Oversee the central management and support for over 5,000 Windows devices and 2,000 macOS devices
• Oversee and monitor the packaging, testing, and deployment of cross-platform applications and configurations consistently and scalably in a complex endpoint computing environment
• Oversee support, monitoring, and troubleshooting of the endpoint management team's systems and services
• Maintain professional and transparent communication channels with IT leadership and consumers of the endpoint management team's services
• Manage ITSM tickets and tasks effectively and ensure completion by their due dates with outstanding customer service.
• Handle escalations and prioritize critical issues in a fast-paced environment
• Ensure the clear and concise documentation of information and instructions on systems, services and processes
• Maintain and share currency of knowledge with respect to relevant technologies and systems

See the Position Description for additional information.

• Successful candidate may be subject to a criminal background check prior to starting work.

Bachelor's degree; at least 5 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Experience:
Proficient with:

• leading and inspiring a team by setting a positive example, motivating team members, and fostering collaboration
• supervising 5-10 employees, including but not limited to creating work schedules, providing performance appraisals, offering on-the-job support, and maintaining department records
• cultivating soft skills like emotional intelligence, conflict resolution, and adaptability
• Microsoft Windows and macOS
• common desktop applications, including but not limited to: Microsoft Office, Microsoft Edge, etc.
  

Preferred experience with

• Microsoft Azure Active Directory (Entra)
• device management tools, including Microsoft Endpoint Manager: Intune and Configuration Manager (SCCM), and Jamf Pro
• conveying complex technical information clearly to direct reports, stakeholders, and other departments
• Microsoft 365
• PowerShell and/or Bash scripting
• ITSM tools

Only applications submitted through
the official UNMJobs site will be accepted. If you are viewing this job
advertisement on a 3rd party site, please
visit UNMJobs to submit an application.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.