Manager of User Support – CICS IT (Hybrid Opportunity)

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About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued-and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

About CICS

Celebrating 60 years of pioneering contributions to computing, the Manning College of Information and Computer Sciences (CICS) at UMass Amherst is home to approximately 900 graduate and 1,800 undergraduate students with programs that are ranked among the top twenty-five in the nation by U.S. News & World Report. CICS research encompasses all major technical specializations across the profession and serves as the focal point for interdisciplinary computing research at UMass Amherst. More information about the college and its revolutionary vision for computing research and education-Computing for the Common Good- can be found at cics.umass.edu.

Job Summary

The Manager of User Support within the Manning College of Information and Computer Sciences’ (CICS) IT group oversees and leads a team of technical professionals in providing comprehensive user support services to faculty, staff, students, and researchers within the college. They manage the day-to-day operations of user support to ensure efficient resolution of technical issues of over 1,100 desktops, laptops, and server systems while maintaining a high level of customer satisfaction. The Manager of User Support also works closely with the Unix team on support and management of network and server-based systems ensuring optimal customer service and performance.

Essential Functions

• Develops and maintains a vision of user support for the Manning College of Information and Computer Sciences (CICS).
• Manages a team of technical professionals, including two Software Specialists, an Audio Visual (AV) Technician, and a small number of student workers. Provides regular guidance, senior technical computer/software expertise, coaching, and performance feedback.
• Develops, implements, and manages CICS IT’s online ticketing system for the user support team. Assesses and prioritizes user support requests and delegates them appropriately, ensuring timely and effective resolution of technical issues. Provides guidance on complex or unique requests/issues as needed and independently manages escalated issues or concerns.
• Develops and manages on-boarding and off-boarding programs and processes for faculty, staff, researchers, and graduate students. Collaborates with CICS Human Resources to coordinate orientation services, ensuring new employees and students are equipped with the necessary resources and knowledge to effectively use the computing environment.
• Develops and maintains user support processes, procedures, and documentation. Oversees the creation of training materials pertaining to user support troubleshooting and usage of CICS IT services.
• Provides technical consulting services to faculty, staff, researchers, and graduate students regarding cybersecurity and software, to support research and the administrative functions of the college.
• Monitors and analyzes user support trends, identifying areas for improvement and implementing proactive measures to enhance user experience.
• Collaborates with other members of CICS IT to develop, plan, and implement system upgrades, enhancements, and deployments.
• Develops and manages end-point device security programs for the college and collaborates with the Unix team on overall security programs. Ensures proper security configurations and software updates and monitors for potential threats.
• Frequently assists with the installation of computer and AV hardware and associated furniture.
• Stays abreast of emerging technologies and industry best practices related to user support and research computing.

Other Functions

• Performs other duties as assigned or required to meet department, college, or university goals and objectives.
• May provide database usage and troubleshooting support to department administrative users.
• Understands responsibilities with respect to conflicts of interest and behaves in ways consistent both with law and university policy.
• Contributes toward creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration. Understands and contributes to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.
• Uses access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• High school diploma or equivalent and 8 years of experience in IT user support or a related technical role; or Associate’s degree or equivalent and 6 years of experience in IT user support or a related technical role; or Bachelor’s degree and 4 years of experience in IT user support or a related technical role; or a Master’s degree or higher in Computer Science, Information Technology, or a related field and 2 years of experience in IT user support or a related technical role.
• Experience supporting, configuring, and managing large deployments of Mac and Windows based operating systems.
• Experience supervising and mentoring one or more staff members.
• Experience in a heavy customer-focused position involving deep technical knowledge of the organization’s software services.
• Experience creating and implementing end-point security programs across a large enterprise.
• Excellent technical troubleshooting and problem-solving skills.
• Ability to accept constructive feedback regarding customer experiences with IT services.
• Strong oral and written communication skills. Ability to explain technical jargon to a non-technical audience, use tact, and maintain protection of private and secured information.
• Ability to work both independently and to be part of an effective team with a highly cooperative and collaborative work style. Strong interpersonal and open communication skills with the ability to interact effectively and create and maintain harmonious relationships with a diverse population of staff, faculty, students, and off-campus constituents.
• Independent initiative. Must have the ability to stay on task and work productively with a minimal amount of supervision or guidance.
• Willingness to take on a variety of tasks related to the successful operation of the college’s IT group and CICS. The ability to adapt and work effectively as the college grows and evolves, demonstrating flexibility and openness to new technologies and approaches to user support.
• Ability to work effectively and collegially under pressure.
• Ability to exercise sound judgment and integrity and maintain confidentiality.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Master’s degree or higher in Computer Science, Information Technology, or a related field.
• Experience managing a small team of software specialists.
• Relevant certifications such as ITIL, HDI, or CompTIA A+.
• Experience working in a higher education or an academic environment.
• Familiarity with IT service management frameworks and tools.
• Knowledge of virtualization technologies.
• Experience with scripting languages and automation tools.
• Understanding of cybersecurity best practices.
• Experience with Linux or Unix systems.

Physical Demands/Working Conditions

• Required to push, pull, and lift objects up to 50 pounds.
• Typical office environment.

Work Schedule

• Monday – Friday, 9am – 5 pm.
• This position may be part of an on-call rotation, which requires the employee to work some nights and weekends.
• 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

Salary Level 28.

Exempt Hiring Ranges.

Special Instructions to Applicants

Along with the Application please submit a resume. References will be checked at the finalist stage. Please be prepared to provide the names and contact information for three (3) professional references.

The University of Massachusetts Amherst welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.

 

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