Endpoint Management Manager. Job at Oberlin
The Center for Information Technology (CIT) at
Oberlin College invites applications for the position of
Endpoint Management Manager. This is a full-time, 12-month continuing Administrative and Professional (A&PS) staff position, reporting to the Director of IT Service Delivery.
You will work closely with other IT teams, faculty, and staff to optimize our classroom and media technologies and identify opportunities for innovation and process improvement. The ideal candidate for this role will have a strong background in AV resource management, customer care, and IT service management.
You will lead a team of endpoint analysts who are responsible for providing day-to-day technical support, resolving customer issues, and fulfilling service requests. The manager collaborates with other departments and leaders to ensure that projects are smoothly moved into production with all relevant support considerations addressed.
You will establish technical standards for configuration management, design, deploy and maintain endpoint technologies and solutions, coordinate the computer and device request process, track, and report on key performance indicators, and maintain up-to-date documentation. You will ensure timely resolution of urgent and/or complex support issues and provide regular updates to the Director IT Service Delivery and others as appropriate.
Responsibilities
- Create a culture of customer service excellence: Foster customer-focused culture, partnered with the Service Desk team, to ensure that all interactions with customers focus on care, empathy, and professionalism.
- Define, document, and communicate configuration management processes: Define and document configuration management processes to ensure consistency in customer experience, integrating ITIL best practices across all laptops, desktops, and mobile devices.
- Develop the Knowledge Base: Contribute to developing the Knowledge Base to empower customers and Service Desk staff to resolve requests efficiently and at the lowest level possible.
- Conduct regular training for Endpoint Management staff: Guide training and mentor Endpoint Management staff to improve hard and soft skills and knowledge in configuration management, technical support, IT Security, and ITIL.
- Monitor endpoint performance and security: Develop Configuration Management systems and Key Performance Indicators (KPIs) to track and monitor endpoint performance and IT security, identifying and developing strategies for improvement.
- Continuously improve configuration management processes: Continuously improve Configuration Management processes based on customer feedback, data analysis, and industry best practices.
- Provide expert tiered support: Establish, coordinate, and support transparent escalation processes from the Service Desk, providing support requiring detailed knowledge of Oberlin’s technology environment.
- Manage the Service Catalog: Manage the Service Request Catalog to provide customers with a clear understanding of the services offered by the Endpoint Management team.
- Manage Service Level Agreements (SLA): Establish and maintain SLAs with clear service level targets and metrics to ensure that Endpoint Management staff meet the level of service expected by customers.
- Engage with stakeholders: Engage with stakeholders, such as faculty, staff, and students, to understand their needs and expectations and to build strong relationships based on trust and collaboration.
- Co-create Oberlin’s technology landscape: Work closely with CIT Leadership to design and implement policies, processes, and procedures, ensuring end-user devices integrate with current and future technology landscapes.
Essential Job Functions
Marginal Job Functions
Required Qualifications
- Three years of experience in endpoint configuration management, managing Apple and Windows devices; OR, any equivalent combination of education, training and experience which demonstrates the ability to perform the duties of the position.
- Experience with Mobile Device Management (MDM) tools such as Jamf Pro, Microsoft Endpoint Manager (Intune), PDQ, or SCCM.
- Strong understanding of endpoint security best practices, including device encryption, antivirus, and firewall configuration
- Excellent interpersonal, communication, and customer service skills, with the ability to communicate technical concepts to non-technical stakeholders.
- Strong analytical and problem-solving skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Experience with IT service management tools.
- Familiarity with best practices for IT service management such as ITIL, ITSM, or DevOps.
- Familiarity with project management methodologies.
- Demonstrated ability to foster partnerships and work effectively with a diverse group of stakeholders and team members.
- Strong leadership and management skills, with the ability to coach and develop team members.
- Understanding of digital transformation principles and ability to identify opportunities for innovation and process improvement.
Desired Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Experience with endpoint security baselines, such as CIS Benchmarks or Security Technical Implementation Guides (STIGs).
- Experience in leading and managing a technical team.
- Candidates with ITIL Foundation certification or higher are preferred.
Compensation
Within the range established for this Administrative and Professional Staff position, salary will be commensurate with experience and qualifications.
Compensation includes an excellent benefits package including tuition benefits for eligible children to attend Oberlin College and many other institutions. This position would have the opportunity to work a hybrid work schedule.
Compensation includes an excellent benefits package including tuition benefits for eligible children to attend Oberlin College and many other institutions. This position would have the opportunity to work a hybrid work schedule.
Special Instructions to Applicants
All applicants will be required to submit a cover letter, resume and list of professional references.
Documents Needed to Apply
Required Documents
Optional Documents
- Cover Letter
- Resume
- List of References
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