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Manager of Endpoint Technologies/IT Engineer 4

Company: Case Western Reserve University
Location: Cleveland
Posted on: September 21, 2023

Job Description:

Apply for JobJob ID11777
LocationCase Main Campus
Full/Part TimeFull-Time
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POSITION OBJECTIVE Working under general direction, serve as an architect to design, build, operate and manage core technical services including the university's managed computing services, such as Intune, Microsoft Endpoint Configuration Manager, autopilot, and Jamf, etc.). Serve as technical lead for the technologies that manage campus computing devices, such as configuration, patching, imaging, software distribution, and asset management systems, and supervise the team that designs, implements, and supports those systems. Provide leadership for these initiatives, including overall technical architecture, implementation, scaling, automation, licensing, maintenance, training and support coordination. Consult with the Director of IT Service and Support on overall campus endpoint strategy based on deep technical knowledge of relevant systems.ESSENTIAL FUNCTIONS Define and scope projects to include budgets for projects; synchronize the planning and managing of project resources, i.e. technology, financial and/or staffing. Lead all aspects of the managed endpoint campus initiative including overall architecture, implementation, scaling, automation, licensing, maintenance, training and support coordination. Develop endpoint standards and policies, working with team members to implement using an appropriate combination of tools. Develop endpoint best practices. Provide direction to team to automate processes to increase efficiency. Design security measures and ensure that endpoints are monitored for secure and stable operation. Provide key metrics to management. Provide leadership for the selection and implementation of endpoint software to meet the business needs of the university. Proactively contribute to strategic planning of university endpoint management deployment. Provide input to policies, standards, and budget requirements based on alignment with the division and university strategic goals. Present oral and written reports defining plans, problems, and resolutions to appropriate levels of management. Make difficult decisions and follow through; assess situations and make an optimal and speedy decision despite limited information. Lead initiatives with systems administrators, engineers, technicians, clients, and end-users to perform needs analysis, solutions conceptualization, solutions architecture, project planning, and deployment. Lead the continual analysis and performance improvement of endpoint infrastructure, which includes automating appropriate aspects of the. Analyze infrastructure requirements, determine viable alternatives, design, specify, obtain consensus, and direct the implementation of solutions. (30%) Manage a team of engineers, technicians, student workers and contractors while acting as project manager and technical lead for all projects. Lead team responsible for the design, implementation, maintenance, and troubleshooting of managed endpoint systems throughout multiple schools and departments across the entire university. Work with faculty, senior administration, department chairs, program directors, and teaching and learning professionals to implement technologies that further the research and pedagogical goals of faculty and administrative computing needs of the institution. Provide leadership to team on strategic direction and continuous improvement. Work with team to ensure that the endpoint infrastructure is secure, robust, resilient, and compliant. Develop policies and procedures to govern services provided and direct team on their implementation. Serve as a resource to consultants and customers. (25%) Provide leadership on implementing key portions of the UTech strategic plan. Align implementation of managed services and platforms with the strategic needs of the University. Provide strategic leadership in the area of managed computing with a view to how all of the services need to work together to provide a coherent and comprehensive set of solutions for campus needs. Oversee assigned budgets, vendor-management, governance, security-review, continuous improvement, change management, and overall campus strategy for managed computing platforms. Lead the modernization of the management platforms, providing secure, efficient, stable environments which support on campus and remote work. (20%) Lead complex technical projects to successful implementation. Gather, compile and analyze requirements from stakeholders to create viable solutions to business requests focusing on the full lifecycle from architecture through end-user support. Lead projects in accordance with established project management methodology. Define and scope projects following best project management standards. Establish project plans and project schedules per established standards. Collaborate with others such as other engineers and business systems analysts on detailed, complex solution designs. Ensure business requirements and systems needs are met, including technical and operational documentation. Manage the technical compliance, documentation and quality assurance for vendors involved, while keeping vendors on schedule and within cost for agreed project plans. (10%) Supervise, monitor and evaluate performance of all team members. Create strategies to create positive employee engagement. Ensure open communication on the project team. Address delicate situations and handle conflicts in such a way as to maximize opportunity and minimize exposure to risk. Ensure project team and staff training and development. Consult and provide advice, facilitate discussion and resolve conflict; establish trust; build and use cross-functional relationships to accomplish work objectives. Keep motivation and morale high, while using coaching strategies to improve any performance gaps. Develop the skill sets of all reporting employees to align with the department's long-term strategic goals. (10%)NONESSENTIAL FUNCTIONS Direct Tier 3 support for related support issues and represent UTech during all phases of an application project execution. (3%) Perform other duties as assigned including but not limited to supervising the development of end-user training programs and documentation and further develop leadership, management, and technical proficiency by attending educational workshops, reviewing publications, establishing personal networks, participating in associations and attending conferences. (2%)CONTACTS Department: Daily contact with the team to tackle a variety of issues collaboratively and negotiate any issues that may arise to resolve problems effectively. Regular contact with project sponsors to review project timeline, key milestones, and outstanding issues. Regular contact with stakeholders to facilitate and promote joint action and cooperation to achieve results.Contact with UTech staff to consult on university standards to apply best practices in areas of responsibility across campus.University: Weekly contact with faculty and staff regarding project development. External: Occasional contact with vendors, contractors and external representatives to evaluate software, make adjustments, and resolve issues related to third-party software or services. Students: Occasional contact with students regarding project development or assist in resolving student-related issues related to UTech services in area of responsibility.SUPERVISORY RESPONSIBILITYDirect supervision of IT engineers and technicians on the Endpoint Technologies team. Supervise the work of team members in support of project deliverables. May ensure others comply with established standards.QUALIFICATIONSExperience: 5 to 7 years of progressive work experience. A strong background in endpoint management technologies is preferred. Previous management experience is preferred.Education: Bachelor's degree in Computer Science, Computer Engineering or information technology or related field or other Bachelor's degree with relevant experience.REQUIRED SKILLS Demonstrated knowledge of and ability to administer complex technical systems assigned to the role. Knowledge in various IT areas, such as networking, desktop support, and security, and methods used in those areas. Experience with Windows OS deployment and maintenance automation architectures. Experience managing WDS, MECM, MEM, MDE, WSUS or related system configuration and patch management tools. Knowledge of comparable tools for other platforms, such as JAMF Pro. Proficient in Windows PowerShell. Experience in deployment and update automation using toolkits and scripting languages. Excellent English oral and written communication skills, with the ability to communicate effectively and engage with a diverse user base having varied levels of technical proficiencies. Ability to make difficult decisions and follow through; assess a situation and make an optimal and speedy decision despite limited information. Highly organized, detail oriented, and possesses a high level of initiative with a demonstrated ability to work with little or no supervision. Ability to plan, sequence and integrate individual tasks with those of others. Able to handle pressure and a heavy workload. Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize own and subordinates' work to ensure that deadlines are met. Exhibit active and effective leadership. Must efficiently delegate projects as appropriate and balance team workload to keep up with concurrent project deadlines. Must maintain harmonious work relationships with coworkers and management. Ability to effectively manage and guide group efforts. This includes providing appropriate level of feedback concerning group progress. Strong coaching and mentoring skills. Ability to successfully promote a working environment that encourages creativity, efficiency, and receptivity to change. Ability to manage and coordinate the activities of individuals over which the position may have no direct authority. Ability to identify opportunities and take action to build strategic relationships between UTech and other University areas, teams, departments, etc., to help achieve business goals. The ability to coordinate and lead initiatives for process enhancements and operational improvements across the University. Must display sound, independent judgment, diplomacy, and tact in working with a variety of diverse individuals at all levels in the university. Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood. Ability to interact with colleagues, supervisors and customers face to face. Ability to develop in-depth understanding of client need. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience. Experience leading technical projects using project management methods, tools and techniques. Experience developing and managing both technical and non-technical processes and procedures in a complex support environment. Knowledge of best practices in delivering IT support and professional consulting services. Intricate understanding of how technology aligns to other business strategies and initiatives. Ability to handle confidential information and comply with all policies, procedures and regulatory requirements connected to such activities. Ability to develop teams - improve team performance by building team cohesiveness, leading, mentoring, training, coaching, and motivating in order to facilitate cooperation, ensure project efficiency, and boost morale. Very strong demonstrated writing, editing, speaking and presentation skills are required with the ability to communicate complex issues to a variety of audiences. Ability to actively listen; responsive to verbal and non-verbal clues. Ability to adapt to meet the ever-changing scope and needs of the department, division and customers being served. Ability to work in a fast-paced environment while managing multiple projects. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritizes appropriately. Ability to develop networks and use them to strengthen internal and external support. Ability to work effectively at all levels within an organization. Seeks opportunities to partner and transfer knowledge (actively participates in meetings, committees, multi-stakeholder groups, etc.) Ability to analyze situations from multiple perspectives, break problems into component parts to discover underlying causes, and evaluate the outcomes of different courses of action. Ability to identify various classes of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, provision of solutions, and the ability to see how these solutions fit into a larger framework. Ability to understand and use professional project management concepts and ability to apply IT and project management policies and procedures in managing assignments. Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Embraces diversity. Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion. Ability to meet consistent attendance.WORKING CONDITIONS Professional office setting. There may be periods of stress when approaching project deadlines. There may be occasional pressure from exacting customers. Due to time constraints, many functions must be completed on set deadlines. Travel between various locations on campus may be required. The position requires typing on a computer keyboard and using a computer mouse and a printer. The employee may be required to attend meetings/functions outside normal working hours. The employee may be required are to carry a cell phone, during and after their normal work hours, including weekends to attend to after-hours emergencies. This position is eligible for the hybrid work program with approval.
Diversity Statement

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply..
Reasonable Accommodations

Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis..

Keywords: Case Western Reserve University, Cleveland , Manager of Endpoint Technologies/IT Engineer 4, IT / Software / Systems , Cleveland, Ohio

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