University of New Mexico
Mgr,Core IT Svcs
University of New Mexico, Albuquerque, New Mexico, United States, 87101
Mgr,Core IT Svcs
Requisition IDreq29997
Working TitleMgr,Core IT Svcs
Position Grade16
Position Summary
Overview:The University of New Mexico Information Technologies seeks a Manager of Core IT Services for UNM IT Campus Outreach and Engagement to oversee the IT personnel involved in the delivery of a new, cross-platform, centralized endpoint (device) management program at the University. The incumbent will supervise the Workstations Operations team, responsible for Windows and macOS devices across all University colleges and departments.
Workstation Operations (tier 2) team is the new face of desktop support at the University and plays a key role in delivering smooth operations and a consistent user experience for device-related activities, following the standards and guidelines set out by the Device Management automation and standards (tier 3) team.
Responsibilities:Device Management OperationsOversee the lifecycle of devices from procurement to disposal, including purchasing, provisioning, deployment, and decommissioningOversee the team that handles application deployment and installation, deploying applications efficiently and minimizing user disruptionSet and maintain computing hardware standards for the UniversityLead and be accountable for Windows device management operations (installing software, applying configurations, etc.) using SCCM Software Center, Intune Company Portal, and/or management of membership in AD or Azure AD groupsLead and be accountable for Apple macOS device management operations (installing software, applying configurations, etc.) using Jamf Self Service and/or management of membership in Jamf Smart or Static groupsLead and be accountable for VDI (Virtual Desktop Infrastructure) thin client managementMinimize errors and improve the efficiency of device management operationsCollaborate with procurement teams to acquire hardware efficientlyEnforce and adhere to standards for workstations across all IT areas, including software standards, security configurations, and patch levels - promptly address any deviations or breachesCreate, document, communicate, and maintain policies and procedures related to device management operationsSecurity and Compliance
Enforce security standards, including endpoint security policies, addressing vulnerabilities, and applying necessary patches for remediationIncident Response and Troubleshooting
Ensure timely and effective response to service requests and incidents submitted by consumers of the endpoint management serviceOversee end user training/instruction and troubleshooting of issues related to device operation, connectivity, and performanceCollaboration:
Establish and cultivate relationships with IT leadership, the device management standards (tier 3) team, and consumers of the endpoint management serviceDuties:
Oversee and be accountable for the computing devices that support 50,000+ students, faculty, staff and affiliates university wideParticipate in audit compliance activities including but not limited to FERPA, HIPAA, PCI, GLBA and Export controlProvide guidance, mentoring, and assistance for direct reports, including specialists and lower-graded systems analystsMonitor productivity, recurring issues, and other operational variables and recommend improvements as necessaryLead and oversee support for over 5,000 Windows devices and 2,000 macOS devicesOversee and monitor the deployment of cross-platform applications and configurations consistently and scalably in a complex endpoint computing environmentPeriodically re-evaluate requirements/vendors/offerings, set, and ensure adherence to computing hardware standardsMaintain professional and transparent communication channels with IT leadership, the device management standards (tier 3) team, and consumers of the endpoint management serviceManage ITSM tickets and tasks effectively and ensure completion by their due dates with outstanding customer service.Handle escalations and prioritize critical issues in a fast-paced environmentEnsure the clear and concise documentation of information and instructions on systems, services and processesMaintain and share currency of knowledge with respect to relevant technologies and systemsSee the Position Description for additional information.
Conditions of Employment
Successful candidate may be subject to a criminal background check prior to starting work.Minimum Qualifications
Bachelor's degree;at least 5 years of experience directly related to the duties and responsibilities specified.
Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.
Preferred Qualifications
Experience:Proficient with:
device management operations and service deliveryleading and inspiring a team by setting a positive example, motivating team members, and fostering collaborationsupervising 10-20 employees (full time staff and part time students), including but not limited to creating work schedules, providing performance appraisals, offering on-the-job support, and maintaining department recordscultivating soft skills like emotional intelligence, conflict resolution, and adaptabilityMicrosoft Windows and macOScommon desktop applications, including but not limited to: Microsoft Office, Microsoft Edge, etc.Preferred experience with:
conveying complex technical information clearly to direct reports, stakeholders, and other departmentsDell and Apple hardwareITSM tools such as Cherwell
Additional RequirementsApplications need to include a complete professional work history with dates and hours worked.
CampusMain - Albuquerque, NM
DepartmentIT Campus Outreach & Engagement (362A)
Employment TypeStaff
Staff TypeRegular - Full-Time
Term End Date
StatusExempt
PayMonthly: $6,744.40 - $9,654.67
Benefits EligibleThis is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the Benefits home page for a more information.
ERB StatementAs a condition of employment, eligible employees working greater than .25 FTE as determined by the New Mexico Education Retirement Act must make mandatory retirement contributions. For more information, review the Benefits Eligibility at a Glance grid.
Background Check RequiredYes
For Best Consideration Date7/22/2024
Eligible for Remote WorkYes
Eligible for Remote Work StatementThis position is open to hybrid remote work,an arrangement that allows an employee to work on a part-time basis at an alternate location other than a UNM worksite
Application Instructions
Only applications submitted throughthe official UNMJobs site will be accepted.If you are viewing this jobadvertisement on a 3rd party site, pleasevisit UNMJobs to submit an application.Include Resume/application and Cover Letter. Applicants submitting incomplete application packages may not be considered for interview.
Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.
The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.
The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.
Requisition IDreq29997
Working TitleMgr,Core IT Svcs
Position Grade16
Position Summary
Overview:The University of New Mexico Information Technologies seeks a Manager of Core IT Services for UNM IT Campus Outreach and Engagement to oversee the IT personnel involved in the delivery of a new, cross-platform, centralized endpoint (device) management program at the University. The incumbent will supervise the Workstations Operations team, responsible for Windows and macOS devices across all University colleges and departments.
Workstation Operations (tier 2) team is the new face of desktop support at the University and plays a key role in delivering smooth operations and a consistent user experience for device-related activities, following the standards and guidelines set out by the Device Management automation and standards (tier 3) team.
Responsibilities:Device Management OperationsOversee the lifecycle of devices from procurement to disposal, including purchasing, provisioning, deployment, and decommissioningOversee the team that handles application deployment and installation, deploying applications efficiently and minimizing user disruptionSet and maintain computing hardware standards for the UniversityLead and be accountable for Windows device management operations (installing software, applying configurations, etc.) using SCCM Software Center, Intune Company Portal, and/or management of membership in AD or Azure AD groupsLead and be accountable for Apple macOS device management operations (installing software, applying configurations, etc.) using Jamf Self Service and/or management of membership in Jamf Smart or Static groupsLead and be accountable for VDI (Virtual Desktop Infrastructure) thin client managementMinimize errors and improve the efficiency of device management operationsCollaborate with procurement teams to acquire hardware efficientlyEnforce and adhere to standards for workstations across all IT areas, including software standards, security configurations, and patch levels - promptly address any deviations or breachesCreate, document, communicate, and maintain policies and procedures related to device management operationsSecurity and Compliance
Enforce security standards, including endpoint security policies, addressing vulnerabilities, and applying necessary patches for remediationIncident Response and Troubleshooting
Ensure timely and effective response to service requests and incidents submitted by consumers of the endpoint management serviceOversee end user training/instruction and troubleshooting of issues related to device operation, connectivity, and performanceCollaboration:
Establish and cultivate relationships with IT leadership, the device management standards (tier 3) team, and consumers of the endpoint management serviceDuties:
Oversee and be accountable for the computing devices that support 50,000+ students, faculty, staff and affiliates university wideParticipate in audit compliance activities including but not limited to FERPA, HIPAA, PCI, GLBA and Export controlProvide guidance, mentoring, and assistance for direct reports, including specialists and lower-graded systems analystsMonitor productivity, recurring issues, and other operational variables and recommend improvements as necessaryLead and oversee support for over 5,000 Windows devices and 2,000 macOS devicesOversee and monitor the deployment of cross-platform applications and configurations consistently and scalably in a complex endpoint computing environmentPeriodically re-evaluate requirements/vendors/offerings, set, and ensure adherence to computing hardware standardsMaintain professional and transparent communication channels with IT leadership, the device management standards (tier 3) team, and consumers of the endpoint management serviceManage ITSM tickets and tasks effectively and ensure completion by their due dates with outstanding customer service.Handle escalations and prioritize critical issues in a fast-paced environmentEnsure the clear and concise documentation of information and instructions on systems, services and processesMaintain and share currency of knowledge with respect to relevant technologies and systemsSee the Position Description for additional information.
Conditions of Employment
Successful candidate may be subject to a criminal background check prior to starting work.Minimum Qualifications
Bachelor's degree;at least 5 years of experience directly related to the duties and responsibilities specified.
Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.
Preferred Qualifications
Experience:Proficient with:
device management operations and service deliveryleading and inspiring a team by setting a positive example, motivating team members, and fostering collaborationsupervising 10-20 employees (full time staff and part time students), including but not limited to creating work schedules, providing performance appraisals, offering on-the-job support, and maintaining department recordscultivating soft skills like emotional intelligence, conflict resolution, and adaptabilityMicrosoft Windows and macOScommon desktop applications, including but not limited to: Microsoft Office, Microsoft Edge, etc.Preferred experience with:
conveying complex technical information clearly to direct reports, stakeholders, and other departmentsDell and Apple hardwareITSM tools such as Cherwell
Additional RequirementsApplications need to include a complete professional work history with dates and hours worked.
CampusMain - Albuquerque, NM
DepartmentIT Campus Outreach & Engagement (362A)
Employment TypeStaff
Staff TypeRegular - Full-Time
Term End Date
StatusExempt
PayMonthly: $6,744.40 - $9,654.67
Benefits EligibleThis is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the Benefits home page for a more information.
ERB StatementAs a condition of employment, eligible employees working greater than .25 FTE as determined by the New Mexico Education Retirement Act must make mandatory retirement contributions. For more information, review the Benefits Eligibility at a Glance grid.
Background Check RequiredYes
For Best Consideration Date7/22/2024
Eligible for Remote WorkYes
Eligible for Remote Work StatementThis position is open to hybrid remote work,an arrangement that allows an employee to work on a part-time basis at an alternate location other than a UNM worksite
Application Instructions
Only applications submitted throughthe official UNMJobs site will be accepted.If you are viewing this jobadvertisement on a 3rd party site, pleasevisit UNMJobs to submit an application.Include Resume/application and Cover Letter. Applicants submitting incomplete application packages may not be considered for interview.
Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.
The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.
The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.