Manager, Endpoint Solutions

New York Institute of Technology's six schools and colleges offer undergraduate, graduate, and professional degree programs in in-demand disciplines including computer science, data science, and cybersecurity; biology, health professions, and medicine; architecture and design; engineering; IT and digital technologies; management; and energy and sustainability. A nonprofit, independent, private, and nonsectarian institute of higher education founded in 1955, it welcomes nearly 8,000 students worldwide.

The university has campuses in New York City and Long Island, New York; Jonesboro, Arkansas; and Vancouver, British Columbia, as well as programs around the world. More than 112,000 alumni are part of an engaged network of physicians, architects, scientists, engineers, business leaders, digital artists, and healthcare professionals. Together, the university's community of doers, makers, healers, and innovators empowers graduates to change the world, solve 21st-century challenges, and reinvent the future.

For more information, visit nyit.edu.

The Manager of Endpoint Solutions is responsible for the management of the University's end-user computing infrastructure, aligning the delivery of technical services to ensure a reliable and secure computing environment for the NYIT community. This includes design, acquisition, implementation, maintenance, and second/third tier support of end-user computing resources.

Manage and supervise a team of engineers/technicians; provide technical guidance and direction; manage staff development, training, and performance.
• Oversee and assist with the configuration, testing, and maintenance of client desktop computing hardware, software and peripherals; design system images and manage the imaging process for standardized configuration of ITS-managed computers.
• Design and implement new methods and technologies to improve the efficiency of supporting the end-user infrastructure; ensure proper adherence to software standards, versioning, patching, endpoint protection and attestation.
• Partner with Client Services and Engagement to ensure an efficient flow of operations and responsive, high quality, client care; provide second and third-tier technical support assistance as needed; concisely and effectively document issues in the help desk application software to facilitate resolution and maintain user satisfaction.
• Proactively plan for and implement the lifecycle management of end-user computing resources including vendor relationships, acquisition, inventory, and decommissioning.
• Oversee the upkeep and maintenance of an inventory asset management system and other processes/systems necessary for the delivery of high-quality support services.
• Manage software licenses across the University including contracts, license keys, and renewals.
• Manage specific applications in support of end-user computing including, but not limited to, asset and ticket tracking, system management, antivirus, software deployment, print release and PII scanning.
• Maintain documentation to improve reliability and reduce time to trouble shoot issues.
• Provide project management for software, hardware and new endpoint technology implementations; prepare project plans which include scope analysis, tasks, timelines and resource identification.
• Manage/support Virtual Desktop Infrastructure (VDI) instances and continual updates to support end-user requirements.
• Manage/support university Printing infrastructure.
• Lead the development and implementation of desktop/endpoint security policies procedures.
• Provide excellent customer service to all members of the NYIT community so as to maintain and improve user satisfaction.
• Other duties as needed by the department and defined by the supervisor.

• Bachelor's Degree in CS or related field and a minimum of five years relevant technical support experience; additional work experience may be considered in lieu of degree requirement. Preference will be given to an experienced supervisor with a demonstrated ability to motivate workers in a team environment.
• Fluency in the following areas:
  • General hardware and software support
  • Current operating systems for Windows, macOS and Linux
  • Desktop imaging solutions such as Windows Automated Installation Kit
  • Local Area Network (LAN) fundamentals and remote access troubleshooting, including network interface connections and VPNs
  • General LAN administration, servers and network architecture, TCP/IP and other protocols
  • Commonly used office productivity software such as the Microsoft Office and G-Suite
  • Third-party systems accessed via desktop client or web-based interface, including common consumer cloud services
  • Mobile / Internet technologies
  • Current client data encryption technologies
• Experience deploying an endpoint configuration manager such as Microsoft System Center Configuration Manager (SCCM) / ManageEngine; fully fluent in both Windows / macOS imaging methodologies, toolsets and patch management required.
• Experience deploying and maintaining MDM utilizing JAMF and Microsoft Intune/Manage Engine.
• Demonstrated ability to effectively diagnose and resolve hardware issues; expert understanding of the inner workings of PC and related hardware along with the ability to configure office productivity software, such as MS Office, virus protection software and email clients required.
• Experience managing enterprise printer software.
• Knowledge of networking concepts, managing computers via Active Directory Services, Windows Update Services, UNIX/Linux, HTML, Virtual Private Networking.
• Strong interpersonal and communication skills; ability to establish effective collaborative working relationships at all levels of the University.
• Ability to work independently and as part of a team; ability to work concurrently on multiple tasks and projects; ability to communicate progress/problems to appropriate personnel effectively.
• Must be detail oriented; possess excellent customer service and problem-solving skills; and a display a high degree of integrity and adherence to standard data security policies and standards.
• Demonstrated ability to work effectively with students, faculty, and staff from a variety of diverse backgrounds in support of a welcoming and inclusive environment
• Ability to work nights and weekends on an as-needed basis.

New York Institute of Technology offers numerous opportunities to enhance personal and professional growth and provides employees with a competitive compensation and benefits program inclusive of generous paid time off, holidays, tuition remission, and retirement plans with employer contributions.

New York Institute of Technology is an Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

In compliance with local legislation as well as to provide greater transparency to candidates, the annual base salary range for this position is listed. New York Tech considers factors such as (but not limited to) scope and responsibilities of the position, candidate experience/expertise, education/training, key skills, geographic location, internal peer equity as well as market, organizational considerations and/or applicable collective bargaining agreement when extending an offer.