Server & Endpoint Operations Manager (Hybrid)

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

The Server and Endpoint Operations Manager ensures the streamlined daily operation of server infrastructure and staff in alignment with Enrollment Management's application, 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 approximately 250 users and devices.

• Ensures the streamlined operation of server infrastructure and staff in alignment with Enrollment Management's 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.

• 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.

• 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.

• Acts as the lead Desktop Support Manager for approximately 250 users and devices.
• 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.

• 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 effectively with the EMIT Team to facilitate the resolution of service requests within set Service Level Agreement (SLA) standards.
• Implements and maintains infrastructure as code and configuration management solutions.

• Acts as the IT Equipment Coordinator/Purchaser for Enrollment Management.
• Collaborates within EMIT on budgetary resources and projected expenditures.
• Develops and maintains system documentation and standard operating procedures.
• Creates and delivers technical training materials as needed.

• Performs other duties as assigned.

• 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.
• Ability to work effectively in both independent and team environments.

• 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).

Physical Demands/Working Conditions

Some evening and weekend work required for system maintenance and updates.

Work Schedule

Monday - Friday, 8:30 AM - 5:00 PM.

Salary Level 29.

Exempt Hiring Ranges.

Along with your application, please submit a resume and cover letter. References will be checked during the finalist stage, please be prepared to provide contact information for three (3) professional references at that time. Search may remain open until the position is filled.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.