Assistant Manager, Desktop and Mobile Computing - Information Technology Services

Assistant Manager, Desktop and Mobile Computing - Information Technology Services

Established in 1844 and designated a University Center of the State University of New York in 1962, the University at Albany's broad mission of excellence in undergraduate and graduate education, research, and public service engages a diverse student body of more than 17,000 students in nine schools and colleges across three campuses.

Located in Albany, New York, New York State's capital, the University is convenient to Boston, New York City, and the Adirondacks.

Information Technology Services (ITS), the central IT provider at the University at Albany, seeks applicants for Assistant Manager, Desktop and Mobile Computing. This position supports the Manager of Desktop and Mobile Computing by helping coordinate, monitor, and advance a broad portfolio of operational, project, and service activities. The role includes a significant focus on endpoint lifecycle planning and management.

The University's desktop and mobile computing footprint includes several thousand desktops and laptops, hundreds of printers, and hundreds of applications. The Assistant Manager helps oversee operational flow, coordinates activities that support efficient and consistent service delivery, and works closely with the Manager to help balance workload, priorities, and customer needs. The position is not responsible for hands‑on technical support of these technologies, but instead focuses on operational coordination, planning, communication, follow‑through, and managerial support.

The Assistant Manager monitors service management activity to help promote efficiency, identify issues requiring management attention, and flag requests that fall outside standard processes or service patterns. The position continuously looks for opportunities to improve workflows, clarify roles and expectations, and identify where staff may benefit from additional process guidance or training. The Assistant Manager acts as a delegate of the Manager, serving as a trusted operational partner who helps extend the unit's capacity, responsiveness, and consistency of service.

Primary Responsibilities:

• Endpoint Lifecycle Planning and Management
  • Coordinate endpoint lifecycle planning and management activities, including annual and longer‑range planning for replacement and refresh efforts.
  • Support the development, organization, and ongoing refinement of workstation lifecycle schedules, priorities, and related operational plans.
  • Review and monitor lifecycle‑related data, reports, and operational information to support planning, accuracy, and informed decision‑making.
  • Help ensure lifecycle activities align with service capacity and broader operational priorities.
  • Identify opportunities to improve processes, consistency, and overall efficiency in lifecycle planning and management operations.
• Workstation Cyclic Replacement Deployments
  • Coordinate workstation replacement activities to support organized, timely, and customer‑focused execution.
  • Initiate, track, and monitor replacement‑related work and associated service management activities in alignment with approved plans and priorities.
  • Coordinate customer communications, scheduling, and follow‑up associated with workstation lifecycle replacement efforts.
  • Monitor progress, identify issues that may affect workflow or customer experience, and elevate concerns as appropriate.
  • Work with relevant ITS staff and stakeholders to help maintain smooth operational flow across replacement deployment activities.
• Other Projects and Service Coordination
  • Monitor service management tickets and related operational activity to support efficient workflow, timely attention to issues, and appropriate escalation.
  • Identify and flag non‑standard requests, exceptions, or patterns that may require management review, clarification, or follow‑up.
  • Serve as Project Manager in projects focused on desktop and mobile computing; in projects where desktop and mobile computing is one component of many, monitor tasks and assigned resources for this subject matter area for timely completion on the Manager's behalf and proactively address items, as needed.
  • Continuously…