Manager, Endpoint Operations

Department Information Technology

Exempt, Regular, Full Time, Pay Grade 4.1

Location: Adelphi, MD (Hybrid)

The Manager of Endpoint Operations' role is to ensure the streamlined operation of the organization's endpoints in alignment with the business objectives of the organization. This individual will plan, coordinate, direct, and endpoint support activities of the organization, as well as provide administrative direction and support for daily operational activities of the endpoint operations department. 

The Manager of Endpoint Operations 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 endpoint computing environment as well as be involved in selection, acquisition, installation, configuration and support of new hardware, software, AV and associated peripherals.

Duties and Responsibilities:

Leadership & Planning

• Ensure staff are meeting and exceeding expectations in regard to performance and meeting defined metrics/benchmarks. 

• Maintains employee schedules. 

• Oversee the development, implementation, and administration of Endpoint Support training, procedures, and policies.

• Train, coach, and mentor Endpoint Support Technicians.

• Plan and conduct performance appraisals of staff, administer disciplinary action (in conjunction with Human Resources when needed).

Endpoint Support Management

• Serve as a key communicator between IT and business stakeholders, effectively relaying change management initiatives, priorities, and relevant updates.

• Ensure endpoint personnel adhere to all SOPs.

• Support IT Asset Management responsibilities, which include updating and modifying asset records.

• Functions as the central point of information distribution regarding system-wide technical hardware and software support issues regarding Endpoint support.

• 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.

• Coordinate with other IT teams, such as the Service Desk or Network Support, to ensure seamless integration of services and efficient incident resolution. 

• Provide leadership and support for the Endpoint Support team to ensure staff understand and meet service level agreements in productivity, service, and quality metrics to provide exemplary customer interaction.

• Provide escalation for endpoint related issues.

• Support continuous improvement in the operation and functioning of the system, as well as the system support process quality of the operations.

Competencies:

Skills:

• Extensive knowledge of remote access technologies.

• Extensive knowledge of current Microsoft Windows and Mac operating systems.

• 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

• Extensive experience with security, system management and deployment technologies such as AD/GPO, AdminStudio,  SCCM, Secunia, WSUS, Bitlocker Encryption, Mcafee ePO, WDS

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).

Preferred Experience Requirements:

Education:

• Bachelor's degree

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: