Server & Endpoint Operations Manager

Infrastructure Management: Ensures the streamlined operation of server infrastructure and staff in alignment with 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. System Administration: 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. Security and Compliance: 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. Leadership and Management: Acts as the lead Desktop Support Manager. 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. Technical Development: 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 with team effectively to facilitate the resolution of service requests within set Service Level Agreement (SLA) standards. Implements and maintains infrastructure as code and configuration management solutions. Administrative: Acts as the IT Equipment Coordinator/Purchaser for assigned areas. Collaborates with assigned areas on budgetary resources and projected expenditures. Develops and maintains system documentation and standard operating procedures. Creates and delivers technical training materials as needed.