Filed Support Manager

Department Information Technology

Exempt, Regular, Full Time, Pay Grade 2.2

Location: Adelphi, MD (Hybrid)

The Manager of Field Support role is to ensure the streamlined operation of the organization's satellite offices in alignment with the business objectives of the organization. This individual will plan, coordinate, direct, and design field support activities of the organization, as well as provide administrative direction and support for daily operational activities of the field support department. 

The Manager of Field Support will work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. This person will also define and implement processes, policies, procedures, and best practices for the satellite offices as well as be involved in selection, acquisition, installation, configuration and support of new hardware, AV, software and associated peripherals.

Duties and Responsibilities:

Leadership & Planning

• Ensure staff are meeting and exceeding expectations in regards to performance and meeting defined metrics/benchmarks. 
• Maintains employee schedules. 
• Oversee the development, implementation, and administration of Field Support training, procedures, and policies.
• Train, coach, and mentor Field Support Technicians.
• Plan and conduct performance appraisals of staff, administer disciplinary action (in conjunction with Human Resources when needed).

Field Support Management

• Serve as a key communicator between IT and business stakeholders, effectively relaying change management initiatives, priorities, and relevant updates.
• Evaluate, design, deploy, administrate, and manage new technology at satellite locations.
• Develop business case justifications and cost/benefit analyses for endpoint spending and initiatives.
• Stay abreast of the latest trends, tools, and best practices, ensuring the organization is always at the forefront of technology.
• Manages relationships with third party technology vendors and service providers who provide critical support to UMGC satellite locations. 
• Implement and test desktop prototypes, perform installation quality assurance tests, and assure consistency with standards. Ensure the reliability and quality of the desktop design through proactive measures.
• Work with software vendors to ensure requirements are met for classrooms environments (EC-Council, CLEP, Pearson, DSST, Microsoft). 
• In collaboration with the Endpoint Operations leadership team, establish and track asset refresh schedules of all end user devices.
• Develop request for proposals (RFP)
• Provide escalation for remote site related issues.

Competencies:

Skills:

• Ability to effectively present information and respond to questions from groups of managers and customers
• Strong interpersonal skills and ability to establish and build relationships with internal and external customers, showing a high degree of cooperation, effectiveness in working with others and offering assistance when needed.
• Projects positive attitude and dedication, with flexibility and consistency.  Leadership qualities highly desirable. 
• Solid project management skills are essential
• Ability to identify process improvement opportunities

Education & Experience Requirements:

Experience:

• 2 years of management or leadership experience
• 5 years of experience in an IT support or technical environment, with significant PC or client/server platform experience. 
• Familiarity with network issues; ideally possesses relevant server experience (e.g., InTune, JamF)
• Previous experience in LAN/network administration or systems administration in a relevant computing environment is highly desirable
• Mobile platform knowledge and support experience is highly desirable
• Extensive equipment support experience with PC and Mac laptops, printers, peripheral devices
• Knowledgeable about networking concepts (TCP/IP, DNS, routing, subnetting).
• Extensive knowledge of remote access technologies.
• Extensive knowledge about current Microsoft Windows and Mac operating systems.
• Extensive experience with security, system management and deployment technologies such as AD/GPO, AdminStudio,  SCCM, Secunia, WSUS, Bitlocker Encryption, Mcafee ePO, WDS

Preferred Experience Requirements:

Education:

• Bachelor's Degree

Certifications:

• ITIL certification preferred

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range: