Manager of User Support - CICS IT

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity.

The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued—and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

Celebrating 60 years of pioneering contributions to computing, the Manning College of Information and Computer Sciences (CICS) at UMass Amherst is home to approximately 900 graduate and 1,800 undergraduate students with programs that are ranked among the top twenty-five in the nation by U.S. News & World Report. CICS research encompasses all major technical specializations across the profession and serves as the focal point for interdisciplinary computing research at UMass Amherst.

More information about the college and its revolutionary vision for computing research and education—Computing for the Common Good—can be found at the following text: cics.umass.edu.

The Manager of User Support within the Manning College of Information and Computer Sciences’ (CICS) IT group oversees and leads a team of technical professionals in providing comprehensive user support services to faculty, staff, students, and researchers within the College. They manage the day-to-day operations of user support to ensure efficient resolution of technical issues of over 1,100 desktops, laptops, and server systems while maintaining a high level of customer satisfaction.

The Manager of User Support also works closely with the Unix team on support and management of network and server-based systems including HPC and GPU clusters, switches, routers, and security programs ensuring optimal customer services and performance.

• Develops and maintains a vision of user support for the Manning College of Information and Computer Sciences (CICS).
• Manages a team of technical professionals, including two Software Specialists, an Audio Visual (AV) Technician, and a small number of student workers. Provides regular guidance, senior technical computer/software expertise, coaching, and performance feedback.
• Develops, implements, and manages CICS IT’s online ticketing system for the user support team. Assesses and prioritizes user support requests and delegates them appropriately, ensuring timely and effective resolution of technical issues. Provides guidance on complex or unique requests/issues as needed and independently manages escalated issues or concerns.
• Develops and manages onboarding and offboarding programs and processes for faculty, staff, researchers, and graduate students. Collaborates with the IT Office Coordinator and CICS HR to coordinate orientation services, ensuring new employees and students are equipped with the necessary resources and knowledge to effectively use the computing environment.
• Develops and maintains user support processes, procedures, and documentation. Oversees the creation of training materials pertaining to user support troubleshooting and usage of CICS IT services.
• Provides technical consulting services to faculty, staff, researchers, and graduate students regarding cybersecurity and software, to support research and the administrative functions of the college.
• Monitors and analyzes user support trends, identifying areas for improvement and implementing proactive measures to enhance user experience.
• Collaborates with other members of CICS IT to develop, plan, and implement system upgrades,…