Server & Endpoint Operations Manager

Title: Server & Endpoint Operations Manager Executive Area: Academic Affairs College/School/MBU: Admin Support Units Department: Enrollment Management Ops Work Location: Amherst Schedule: Full Time Work Arrangement: Hybrid Job Summary The Server & Endpoint Operations Manager ensures the streamlined daily operation of server infrastructure and staff applications, information, and security objectives. This position plans, coordinates, directs, and designs server infrastructure related activities, as well as provides administrative direction and support for daily operational activities. The Server & Endpoint Operations Manager works closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions. The Server and Endpoint Operations 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 assigned area users and devices. Essential Functions Infrastructure Management Ensures the streamlined operation of server infrastructure and staff in alignment with 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, as well as 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. Ensures 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. System Administration Creates and develops new system images and facilitates software upgrade schedules with DevOps engineer. Manages computers, users, groups, group policy, and provides maintenance and support related to Active Directory / Entra ID services. 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. Security and Compliance 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. Leadership and Management Acts as the lead Desktop Support Manager. 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. Technical Development 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 with team effectively to facilitate the resolution of service requests within set Service Level Agreement (SLA) standards. Implements and maintains infrastructure as code and configuration management solutions. Administrative Acts as the IT Equipment Coordinator/Purchaser for assigned areas. Collaborates with assigned areas on budgetary resources and projected expenditures. Develops and maintains system documentation and standard operating procedures. Creates and delivers technical training materials as needed. Other Functions Performs other duties as assigned. Minimum Qualifications Master's Degree with two (2) years related experience or Bachelor's Degree with four (4) years of related experience or Associate's Degree with seven (7) years of related experience or High School diploma/GED with nine (9) years of related experience. Experience in installation, maintenance, configuration, and troubleshooting of current Windows operating systems, applications, and network client software. Proficiency in managing physical and virtual server infrastructure. Experience with TCP/IP networking, IPAM, VPN and firewall management. Proven experience with Microsoft Active Directory and ENTRA ID or similar tools. Experience with relational databases and object-oriented programming. Knowledge of backup and recovery solutions. Experience with monitoring and logging solutions. Familiarity with cloud platforms such as Azure, GCP, and AWS. Understanding of IT security frameworks and compliance requirements. Demonstrated strong interpersonal and leadership skills. Excellent project management and organizational abilities. Strong problem-solving skills and ability to work under pressure. Excellent oral and written communication skills, particularly in explaining technical concepts to non-technical audiences. Preferred Qualifications Experience as a technical team leader with demonstrated project management experience. Relevant certifications (MCSE, CompTIA Server+, Azure certifications). Experience with PowerShell scripting and automation tools. Knowledge of ITIL frameworks and IT service management principles. Experience with PeopleSoft, SLATE, Salesforce, Perceptive Content, Softdocs, K1000, K2000, Jamf, Microsoft Intune, Microsoft Defender. Experience managing Microsoft SQL and Oracle databases. Familiarity with containerization technologies (Docker). Experience with infrastructure as code tools (Ansible). Additional Details This position is subject to final budgetary and administrative approval. Working Conditions Work is performed in a standard office or indoor university environment and involves minimal physical exertion. Work Schedule and Work Arrangement Monday to Friday 8:30pm - 5pm This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee’s work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement. Salary Information Pay Grade: PSSAP Grade 29 This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. #J-18808-Ljbffr The University of Massachusetts Amherst