Job Information
University at Albany Manager, Desktop & Mobile Computing Services in Albany, New York
Location: Albany, NY Category: Promotional Posted On: Mon Sep 9 2024 Job Description:
The D&MC Services Manager will apply technical knowledge, customer service skills and awareness of the end-user experience across all D&MC services (including, Desktop and Mobile Device Support, Printing and Related Services, Hardware Lifecycle Services, and Software and Application Distribution). They will oversee the standards, procedures, and methods of delivery of services to faculty, staff and students for all University workstations and mobile computing endpoints (including Windows, MacOS, iOS, and Linux). The Manager will provide oversight of tools and processes for enterprise management of endpoints; maintain an accurate device inventory; and support the secure and reliable operation of the University's workstations and mobile devices.
The Manager oversees the daily operations, tickets and work of the technical staff on the Desktop and Mobile Computing Group, The Manager will also manage projects and project teams.
The D&MC Services Manager is responsible for ensuring the strategic goals and initiatives of ITS and the University are taken into consideration while developing or changing services and operations.
This position is classified as an essential employee.
Primary Responsibilities:
Desktop and Mobile Computing Services
Define, review, evaluate existing services
Define, review, evaluate new services in a complex campus environment
Continuously work to define, review, and evaluate the standards, procedures, and methods of supported services, develop assessment data to ensure services are being effectively delivered and managed, monitor service requests and incidents taking into consideration the care and oversight of the end-user experience.
Ensure the secure and reliable operation of the University's workstations and mobile devices using appropriate enterprise management tools and processes.
Maintain an accurate hardware asset inventory for D&MC services, using appropriate tools and develop processes for annual reporting to other service owners for budgetary and strategic planning.
Provide and maintain recommended workstation and mobile device standards, provide quotes and costs to meet the needs of all service owners and the campus community.
Develop and oversee the software application portfolio and processes to deploy or install software and OS to workstations and mobile devices.
Prepare budget requests and oversee budget expenditures for operational, cyclical, and projects budgets.
Project Management
Serve as Project Manager on D&MC projects and manage the D&MC project portfolio to achieve2 % Manage the D&MC project portfolio to achieve strategic goals
Oversee staff, project teams and service teams
Empower direct reports to take initiative, to communicate effectively, and ensure consistent work for the members of the service teams supporting D&MC Services.
Draw upon the expertise within the Desktop and Mobile Computing Group (DMCG), ITS and across the University to foster collaborative work and planning for effective and consistent endpoint management across UAlbany.
Provide leadership, oversight and direction to direct reports to assure goals, programs, activities, and personnel practices are consistent with and contribute to the University's goals and strategies. Lead employees for maximum performance and dedication. Complete performance management feedback and goals timely and per requirements.
Other reasonable duties as assigned
Functional and Supervisory Relationships:
Reports to: Director, Client Support Services
Supervises the following positions:
Desktop and Mobile Computing Group (four staff)
Scheduling and Asset Inventory Assistant (one staff)
May supervise employees as assigned (if no direct reports at time of filling position)
Job Requirements:
Skills in communicating effectively to various stakeholders
Skills in identifying where solutions are required to resolve ongoing problems and work effectively with managers or staff to implement appropriate solutions
Ability to recognize where the user experience needs to be improved and identify possible solutions and work effectively with staff or other managers to create continuous improvement
Skills in establishing clear guidance on work priorities in a complex environment which may change daily
Knowledge of current and emerging technology and best practices to maintain or improve service standards in alignment with aspirational institutions and
Skill in developing workflows and standard operating procedures and ensuring internal and customer facing documentation is created, is effectively delivered, and maintained.
Knowledge of client uses and needs for endpoint services and ability to develop strategies to respond to emerging and unmet needs, in keeping with ITS and UAlbany strategic goals.
Knowledge of and ability to adhere to ITS best practices and guidance for initiating, managing, completing, and moving project work to operations.
Abilities in overseeing assigned employees, create an environment encouraging and promoting both individual professional growth and teamwork to ensure consistent service standards.
Additional Responsibilities:
Be available to provide scheduled support and consultation outside normal business hours, including occasional evenings, holidays, or weekends, within reasonable professional obligation and expectation.
As an essential employee, if an emergency is declared by the University (or the Governor), invoking liberal leave or leave without charge to accruals for non-essential employees, ITS essential employees must report to work but may do so remotely unless instructed otherwise. Essential employees must be responsive and highly accessible during their scheduled work hours and be available to report on-site if necessary. Essential employees will be notified as early as possible if their on-site presence is required
Job Requirements:
Minimum Qualifications:
Bachelor's degree from a college or University accredited by the US Department of Education or internationally recognized accrediting organization.
5 years experience managing and configuring endpoint enterprise management tools.
5 years experience deploying software using enterprise management tools.
Experience managing and advancing the end-user experience.
Applicants must demonstrate an ability to develop inclusive and equitable relationships within our diverse campus community.
Applicants must demonstrate an ability to support diversity, equity, access, inclusion, and belonging, relative to their role.
Applicants must be eligible to work legally in the United States without employee sponsorship now or in the future.
Report to work on the University at Albany campus. This position is not eligible for telecommuting.
Preferred Qualifications:
Experience supervising staff.
Experience managing an asset inventory.
Experience with budget planning.
Experience with strategic planning.
Experience with project management.
Working Environment:
Typical office environment, with occasional visits to review other spaces where technology is installed or used
Challenging demands to fulfill essential functions: Requires attention to detail, strategic thinking, and knowledge of a wide range of technology, the user experience and expectations
Additional Information:
This is a promotional opportunity for current UAlbany employees.
Eligibility for Consideration:
You must be employed at the University at Albany campus.
You must be in a State-funded UUP professional position (MC employees are not eligible).
You must have a permanent, term, or probationary appointment (temporary employees are not eligible).
For details concerning the University's Promotion Policy for Professional Employees, please see HR Memorandum 88-4 (https://www.albany.edu/hr/promotion.php) .
Professional Rank and Salary Grade: Supervising Programmer/Analyst, SL-5, $110,000-$118,500
Special Note: Visa sponsorship is not available for this position. If you currently need sponsorship or will need it in the future to maintain employment authorization, you do not meet eligibility requirements.
The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, or Clery Act, mandates that all Title IV institutions, without exception, prepare, publish and distribute an Annual Security Report. This report consists of two basic parts: disclosure of the University's crime statistics for the past three years; and disclosures regarding the University's current campus security policies. The University at Albany's Annual Security Report is available in portable document format [PDF] by clicking this link http://police.albany.edu/ASR.shtml (https://www.albany.edu/police/statistics-and-records)
Pursuant to NYS Labor Law 194-A, no State entity, as defined by the Law, is permitted to rely on, orally or in writing seek, request, or require in any form, that an applicant for employment provide his or her current wage, or salary history as a condition to be interviewed, or as a condition of continuing to be considered for an offer of employment, until such time as the applicant is extended a conditional offer of employment with compensation, and for the purpose of verifying information, may such requests be made. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov.
THE UNIVERSITY AT ALBANY IS AN EO/AA/IRCA/ADA EMPLOYER
Please apply online via http://albany.interviewexchange.com/candapply.jsp?JOBID=180755