Information Technology Lead

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

The Information Technology Lead recommends, coordinates, and supports technology needs for IT project implementations and high-level enterprise desktop technology as directed by the College or department leadership. IT Lead collaborates with Dean's Office, Directors, and departments to provide guidance with regard to infrastructure, research support, security and equipment. Collaborate and coordinate with the College or department leadership and Central IT staff on strategic partnerships and projects that support the college or department's mission.

Essential Functions

• Ensures high quality and effective support for servers, desktops, and mobile devices utilized by faculty and staff in multiple departments with functions that comprise of recording, classification, troubleshooting and resolution of client incidents and service requests.
• Supervises and prioritizes workload for an assigned small technical team that similarly provide support for servers, desktops, laptops, and mobile devices. Develop and mentor team members through establishing performance expectations, training plans, mentoring behaviors to build a customer centric culture.
• Coordinates the communication, review, testing, planning, implementation and training of latest services introduced by Central IT to College or department's faculty and staff.
• Provides technical consultations as required for the College or department stakeholders. Provides direction and technical support to faculty and staff experiencing technological challenges with patience and clarity during in-person, phone or online interactions.
• Performs ongoing evaluation of College or department administrative, academic and research technology needs; partners with Central IT to implement necessary technology to support faculty and staff. Work with stakeholders to ensure IT project advancement and success. Collaborates with staff to research, evaluates and makes recommendations for advancing technology use to improve communication, administration and advising processes.
• Regularly conducts needs assessments regarding available technology (hardware and software), infrastructure to support technology, and data security. Monitors and evaluates technology infrastructure services (wireless and wired internet access) and works to improve service and solve problems.
• Serves as the College's or department's liaison for campus information technology groups, vendors, and others and make recommendations for technology purchase and maintenance, relocation / disposal of hardware and software, and data security protocols, policies, and procedures.
• In conjunction with Central IT and partners, manages the operation and maintenance of video conferencing, classrooms, computer labs, and distance learning systems located in the College or department and provides training and support to faculty and staff with regard to related technology and equipment.
• Ensures that the College or department complies with applicable state and federal laws and regulations, and University policies and procedures. Keeps current and makes recommendations to the Dean or directors, and IT for needed resources to maintain compliance. Provides initial response to information security breaches and implements preventative procedures to mitigate risks.
• Maintains an electronic inventory of information technology owned by the College or department; maintain departmental records regarding location, configuration, repair and replacement of equipment. Develops and maintains licensing agreement listing and performs check in / check out of shared licenses for the College or department.
• Cross-trains to provide and receive back-up IT support. Pursues professional development opportunities and / or monitor established and emerging trends, standards, protocols and developments in information technology, particularly in higher education and online learning environments.
• Participates in campus IT meetings and working groups as assigned and assist in the planning and implementation of IT Initiatives, acting as a liaison between IT and the College or department.
• Educate student employees, staff, and faculty about effective security procedures and train them on security tools, procedures and policies.
• Maintain and update documentation related to technical procedures and policies.

Other Functions

Performs related duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Associates degree with four (4) years of experience providing complex network and technology configuration, maintenance, support and incident response. Bachelor's degree in IT related field may be substituted for two (2) years of professional experience.
• Ability to perform long and short term IT project development, planning, implementation, and management.
• Excellent analytical skills and ability to plan, recommend, implement and monitor effective and efficient processes and to identify problems and implement solutions.
• Knowledge and ability to use technologies and tools, preferably including MacOS, Windows, file server, web server, basic business and education / research software, electronic health records, and interactive web-based tools such as blogs, wikis.
• Excellent organizational skills and flexibility to effectively manage multiple, emerging and changing priorities. Ability to meet the demands of a complex environment where timeliness and availability of information is considered critical.
• Excellent interpersonal and communication skills and ability to supervise a cohort of full-time staff and student employees as required. Work positively with faculty, staff, and student employees with diverse skills, priorities and from diverse backgrounds as well as with vendors and outside service providers.
• Ability to provide training as required to EDS staff supporting departmental projects.
• Ability to work independently, exercise good judgment and to make sound decisions.
• Ability to design and develop clear instructional materials, and to communicate with patience and clarity, technical concepts to a non-technical audience, including individuals and cross-functional teams with diverse backgrounds and experience.
• Understand responsibilities with respect to conflicts of interest and behave in ways consistent both with law and with University policy.
• Ability to create and maintain harmonious professional relationships. Contribute toward creating a positive and respectful workplace through professional competence, integrity, and collaboration.
• Ability to support departmental and institutional goals by creating a non-discriminatory, respectful, and inclusive environment that is supportive of diversity.
• Ability to maintain confidentiality; use access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Bachelor's degree in IT or related field.
• Experience in higher education or research preferred.

Physical Demands/Working Conditions

• Typical office environment activity.
• Balancing, carrying, pulling/pushing, bending, lifting, twisting, reaching, climbing and driving on campus.
• Ability to lift up to 50 lbs.

Work Schedule

• Monday-Friday 8:30am-5:00pm.
• Required to work some nights and weekends.

Salary Information

Level 27

PSU Hiring Ranges

Special Instructions to Applicants

Along with the application, please submit a resume, and cover letter. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

Applications will be reviewed on a continuous basis until the position is filled. Early submissions are encouraged.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.