Mgr,Core IT Svcs

Overview:
The University of New Mexico Information Technologies seeks a Manager of Core IT Services for UNM IT Campus Outreach and Engagement to oversee the IT personnel involved in the delivery of a new, cross-platform, centralized endpoint (device) management program at the University. The incumbent will supervise the Workstations Operations team, responsible for Windows and macOS devices across all University colleges and departments.

Workstation Operations (tier 2) team is the new face of desktop support at the University and plays a key role in delivering smooth operations and a consistent user experience for device-related activities, following the standards and guidelines set out by the Device Management automation and standards (tier 3) team.

Responsibilities:
Device Management Operations

• Oversee the lifecycle of devices from procurement to disposal, including purchasing, provisioning, deployment, and decommissioning
• Oversee the team that handles application deployment and installation, deploying applications efficiently and minimizing user disruption
• Set and maintain computing hardware standards for the University
• Lead and be accountable for Windows device management operations (installing software, applying configurations, etc.) using SCCM Software Center, Intune Company Portal, and/or management of membership in AD or Azure AD groups
• Lead and be accountable for Apple macOS device management operations (installing software, applying configurations, etc.) using Jamf Self Service and/or management of membership in Jamf Smart or Static groups
• Lead and be accountable for VDI (Virtual Desktop Infrastructure) thin client management
• Minimize errors and improve the efficiency of device management operations
• Collaborate with procurement teams to acquire hardware efficiently
• Enforce and adhere to standards for workstations across all IT areas, including software standards, security configurations, and patch levels - promptly address any deviations or breaches
• Create, document, communicate, and maintain policies and procedures related to device management operations

Security and Compliance

• Enforce security standards, including endpoint security policies, addressing vulnerabilities, and applying necessary patches for remediation

Incident Response and Troubleshooting

• Ensure timely and effective response to service requests and incidents submitted by consumers of the endpoint management service

• Oversee end user training/instruction and troubleshooting of issues related to device operation, connectivity, and performance

Collaboration:

• Establish and cultivate relationships with IT leadership, the device management standards (tier 3) team, and consumers of the endpoint management service

Duties:

• Oversee and be accountable for the computing devices that support 50,000+ students, faculty, staff and affiliates university wide
• Participate in audit compliance activities 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 improvements as necessary
• Lead and oversee support for over 5,000 Windows devices and 2,000 macOS devices
• Oversee and monitor the deployment of cross-platform applications and configurations consistently and scalably in a complex endpoint computing environment
• Periodically re-evaluate requirements/vendors/offerings, set, and ensure adherence to computing hardware standards
• Maintain professional and transparent communication channels with IT leadership, the device management standards (tier 3) team, and consumers of the endpoint management service
• 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:

• device management operations and service delivery
• leading and inspiring a team by setting a positive example, motivating team members, and fostering collaboration
• supervising 10-20 employees (full time staff and part time students), 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:

• conveying complex technical information clearly to direct reports, stakeholders, and other departments
• Dell and Apple hardware
• ITSM tools such as Cherwell

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.