Server & Endpoint Operations Manager; Hybrid

Server & Endpoint Operations Manager (Hybrid Opportunity)

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Job no: 528905

Work type: Staff Full Time

Location: UMass Amherst

Department: Enrollment Management Ops

Union: PSU

Categories: Admissions/Enrollment/Student Recruitment, PSU A

The Server and Endpoint Operations Manager ensures the streamlined daily operation of server infrastructure and staff in alignment with Enrollment Management’s application, information, and security objectives. This position plans, coordinates, directs, and designs server infrastructure related activities, and provides administrative direction and support for daily operational activities. The Manager works closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions.

The Manager also acts as the lead Desktop Support Manager to provide systems and processes that support efficient provisioning, control and monitoring of hardware and software for approximately 250 users and devices.

• Ensures streamlined operation of server infrastructure and staff in alignment with Enrollment Management's application, information, and security objectives by monitoring systems and ensuring they remain current with upgrades and the latest technologies.
• Plans, coordinates, directs, and designs server infrastructure related activities, and provides administrative direction and support for daily operational activities.
• Manages and monitors server operating systems ensuring all servers are properly updated and patched with the latest security releases.
• Implements and maintains disaster recovery and business continuity plans, including regular testing and updates.
• Conducts capacity planning for server infrastructure to ensure optimal performance and resource utilization.
• Ensures appropriate system availability, manageability, scalability, and security through implementation of best practices and regular auditing.
• Manages printers, scanners, and fax machines, including procurement, configuration, maintenance, and disposal, ensuring all devices are operational and meet departmental needs.
• Manages and oversees the department's VOIP solution and call center software such as Microsoft Teams Phone and Landis Contact Center.

• Creates and develops new system images and facilitates software upgrade schedules with Dev Ops engineer.
• Manages computers, users, groups, group policy, and provides maintenance and support related to Active Directory / Entra .
• Configures and maintains file shares, database and application backups, with regular testing of restore processes.
• Manages Dell KACE and antivirus/EDR applications, including application and patch deployment, antivirus management, and system monitoring.
• Implements and maintains monitoring and logging solutions for proactive system management.

• Conducts regular security assessments and vulnerability scanning.
• Leads incident response efforts for major system outages or security incidents.
  
  Ensures compliance with IT security frameworks and institutional requirements.
• Analyzes system workflows to identify and mitigate potential points of failure.
• Manages and maintains security tools and endpoint protection platforms.

• Acts as the lead Desktop Support Manager for approximately 250 users and devices.
• Provides mentorship and technical guidance to junior team members.
• Coordinates with departments and outside vendors/agencies for procurement and services.
• Creates and maintains policy and procedure documentation.
• Acts as liaison to UMass IT Admins and manages vendor relationships.

• Develops tools for automation of tasks using available scripting and programming languages.
• Maintains expertise in emerging computing technologies and techniques.
• Acts as a Tier 2 (L2) escalation point, assisting Tier 1 (L1) technicians in resolving complex technical issues to maintain operational efficiency, and communicates effectively with the EMIT Team to facilitate the resolution of…