Endpoint Services Manager

If interested, please email Ian Ostberg iostbergalexandertg.com with a current resume and upcoming availability. Manager of Endpoint Services South Hadley, MA (Onsite daily, flexible hours) FTE - Direct Hire Hands-on Leadership role - Higher Education industry Reporting to the Director of Campus Technology and Media Support, the Manager of Endpoint Services is not just a technical leader, but also a collaborative team player. This role is responsible for functional leadership, team performance and service delivery related to endpoint engineering, desktop services, print management, computer labs, hardware/software asset lifecycle management and related services. The Manager of Endpoint Services ensures secure technology enablement for faculty, staff, students and campus operations, optimizing the value related to technology spend while ensuring application of best practices with a focus on service delivery. This hands-on technical manager centers the user experience by building and maintaining strong community relationships with campus partners, LITS partners, vendors and service providers, to ensure that service delivery practices are meeting campus needs. Team Management & Operations Supervise technical staff. Set and track progress against team and individual goals. Responsible for personnel management, including hiring, training, team building, and performance management. Contribute to strategy development related to key areas of responsibility. Draft roadmaps, allocate resources, and track progress against defined initiatives. Develop, maintain, and improve policies and procedures (Hardware/software asset lifecycle, endpoint management, etc.), working to ensure sustainable service delivery methods and practices. Manage changes and respond to escalated Tier II/III issues; contribute to problem resolution and root cause analysis efforts. Manage operations related to desktop support services, including provisioning, repair, and reclamation activities. Endpoint Services and Information Security Responsible for operations, availability, maintenance, and security of endpoint devices. Coordinate with staff to understand compliance needs and develop strategies to mitigate stakeholder impact. Recommend and oversee implementation strategy for patch management, endpoint security, and architecture. Actively engage in the work of the Information Security team. Collaboratively contribute to or lead cybersecurity awareness efforts, including training development and/or platform management. Oversee campus print management and support of Public Safety IT systems. Hardware/Software Asset Lifecycle Management Responsible for hardware asset management programs, including allocation and lifecycle replacement processes for faculty, staff, and computer labs. Ensure accurate tracking and inventory of hardware and software assets. Develop, implement, and maintain computer purchasing policies and procedures. Work with team members, LITS partners, and campus budget managers to ensure effective use and management of allocated budgets. Ensure effective vendor/service provider relationships are maintained. Collaborate on vendor selection as needed. Collaborate with internal and campus partners to stay attuned to campus software needs. Assess software license allocations/eligibility and renewals to inform planning. Ensure college practices and delivery methods maintain compliance with license agreements. Contribute to platform management. Additional Responsibilities Ensure compliance with professional and technology standards, license and regulatory requirements, and MHC standards, policies, and procedures. Responding to questions and problems and maintaining high-quality customer service standards. Actively work with colleagues in LITS to create a welcoming and user-centered environment where diverse students, faculty, and staff can thrive. Maintain currency in the field and be attuned to changing campus needs. Participate in regular professional development or training to stay informed on evolving technology needs and trends. Evening and weekend work, as necessary. Attends and contributes to major campus-wide or LITS-sponsored events, which may be held at night, on weekends, or on holidays and are part of every employees core responsibilities. In some circumstances, it may be important to assist during adverse weather and emergency situations to ensure essential services and service points are covered. Perform other team-related duties assigned. Required Qualifications/Skills: Experience with endpoint management and familiarity with related administrative and security tools. Desktop support expert with hands-on experience supporting Windows and Macintosh hardware, operating systems, and peripherals at an enterprise level. Experience with M365 administration, Entra/Active directory, Intune/Defender/Autopilot, and Group policy management at an enterprise level. Excellent operations management and organizational skills. Flexibility to lead and incorporate change and the ability to oversee/coordinate multiple tasks and priorities simultaneously and effectively in a fast-paced environment. Excellent oral and written communication, problem-solving skills, and ability to work independently with minimal supervision. Enthusiastic service orientation with sensitivity to the needs of a diverse set of users at all skill levels; the ability to convey technical information to a non-technical audience is essential. Proven customer service skills, including the ability to maintain professionalism, act tactfully, and maintain confidentiality. Ability to remain calm and focused under pressure in various circumstances. Proficient at working with a broad range of constituents to coordinate complex projects. If interested, please email Ian Ostberg iostbergalexandertg.com with a current resume and upcoming availability. ATG456 MONATG