Director of Endpoint Engineering

IMPORTANT APPLICATION INSTRUCTIONS:

• Upload Resume or Curriculum Vitae for automatic population of information to the application.
• The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.
• Review information and double-check all fields containing information that the system parsed – the software is intelligent, but you need to verify that the data is accurate.
• In the “My Experience” section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.

Note: If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years . You will then be able to attach your Resume/CV, as well as all other supporting documentation in the "My Experience" section of your application.

Job Description

SUMMARY :

Reporting to the Assistant Vice President of Technical Support Services, the Director of Endpoint Engineering is a hands-on position that is responsible for ensuring a customer-focused approach to delivering information technology services to Montclair State University. The Director manages the endpoint engineering team which is responsible for the enterprise workstation infrastructure and integrated applications utilized across campus. The team is also responsible for direct support of Faculty, Staff and Students across campus through collaboration with the Service Desk.

PRINCIPAL DUTIES AND RESPONSIBILITIES :

Operational Management

• Plan and implement the technical support strategy and roadmap for Faculty, Students, and Staff.
  
  
• Organize and support team involvement in operation planning, decision making, and process improvements.
  
  
• Create agendas, scheduling monthly meetings, and liaising with other local academic technology Directors and IT Directors to inform, discuss and acknowledge improvements and changes within IT.
  
  
• Serve as the Technical Director for administrative divisions and specified Colleges.
  
  
• Review and respond to survey feedback weekly to improve services, tools, and support experience.
  
  
• Take ownership of unresolved technical issues, and escalate as necessary.
  
  
• Review and understand the daily metrics on incidents coming through the IT Service Desk by establishing a line of communication with the Director of IT Support Services and ensure that the team is meeting the SLAs.
  
  
• Responsible for acting as the technical liaison for several colleges and established clinics.
  
  

Infrastructure Management

• Provide System Administration for ServiceNow IT Systems Management used across all areas of Information Technology on campus, Division of Finance and Treasury, Human Resources, Red Hawk Central, and other areas across campus.
  
  
• Update policies based on support applications utilized across campus, including policy creation, documentation, and training, where applicable.
  
  
• Collaborate with professional staff and Director Systems and Infrastructure Operations to ensure that the uptime for the Desktop Management applications (JAMF and SCCM) are up to date and maintain an uptime of 99.9%.
  
  
• Collaborate with the Director of IT Support Services to manage staffing levels to meet hours of operation as assigned and develop a procedure for on-call staff coverage.
  
  

Staff Leadership and Management

• Perform comprehensive performance reviews of all full-time staff based on Human Resources guidelines and deadlines.
  
  
• Assist in the development and completion of organizational goals, policies, processes, and procedures for team members, and set professional development goals to ensure the health of the organization.
  
  
• Lead and manage the day-to-day operations, projects, processes enhancements, customer support, and improvements.
  
  
• The Director serves as one of the direct representatives of the Assistant Vice President of Technical Support Services in various meetings, committee assignments, and conferences as needed.
  
  

Project Management

• Lead and manage the status and deliverables for all projects and tasks.
  
  
• Assist with planning and implementing the University's technical support strategy and roadmap to ensure that all service offerings and projects are aligned.
  
  
• Identify and foster relationships with external vendors.
  
  
• Manage budget targets to ensure that all projects are completed on budget and on time.
  
  

Technical Management

• Manage, track and adhere to a regular replacement cycle for computers (laptops, desktops, and monitors) that are part of our computer lifecycle program.
  
  
• Maintain and regularly update desktop/application standards, working closely with our vendors and Information Technology groups to ensure compliance, timeliness and leverage economies of scale.
  
  
• Establish and maintain a technical knowledge base that can be shared internally and with our campus community.
  
  
• Coordinate the download and distribution of all enterprise-owned software, and assist IT Business Manager with the software license documentation and agreements to ensure compliance.
  
  
• Performs other duties as assigned.
  
  
• Management retains the right to add or change job duties at any time.
  
  

QUALIFICATIONS :

REQUIRED :

• Bachelor's degree from accredited college or university. Relevant IT certifications/equivalent experience in an information systems role may be considered in lieu of degree.
  
  
• Minimum of five years of demonstrated technical experience, which includes managing group(s) responsible for customer-facing IT services including a minimum of 3-years of experience implementing and administering Help Desk tools in a medium to large-sized organization.
  
  
• Demonstrated experience supporting, administering, and distributing application packages for Windows 10 and Mac OS (10.13 and higher) operating systems using Jamf and Microsoft System Security Service Manager (SCCM) and GPOs.
  
  
• Well-developed analytical and quantitative skills to evaluate service levels and drive performance standards.
  
  
• Experience with planning, managing, and implementing technology-based projects while balancing multiple priorities.
  
  
• Strong communication and interpersonal skills both oral and written; Strength in collaborating and leading within a team and cross-functionally up to and including the executive leadership level.
  
  
• Ability to adapt to or establish policies, procedures, and technology and document this by established change control practices.
  
  

PREFERRED :

• Experience with troubleshooting a variety of audio, visual, and multimedia equipment and systems.
  
  
• Knowledgeable in troubleshooting Windows and Apple equipment as it relates to mediated spaces.
  
  
• Ability to utilize website and social media functions to perform updates to specific Information Technology pages.
  
  
• Ability to develop and conduct training, workshops, and/or seminars for the campus community.
  
  
• Certifications in ITIL Foundations, A+, Help Desk Institute (HDI) Director and Manager certifications, a plus.
  
  
• Knowledge of specific security and data protection policies (FER.PA, HIPAA, Pll, etc.).
  
  
• Superior database and Excel skills (VLOOKUPs, pivot tables, advanced formulas).
  
  

PROCEDURE FOR CANDIDACY

Applicants should include a resume and cover letter describing how their background, skills and education match the needs of the University. When applying, please take a moment to carefully read and follow the steps in the application instructions.

Department

Technical Support Services

Position Type

Administrative

Contact Information:

For questions or concerns, please contact Human Resources' Workday Recruiting Support at 973-655-5000 (Option 2), or email talent @montclair.edu .

EEO/AA Statement

Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.

Additional information can be found on the website at
www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/

Title IX and 34 C.F.R. 106 Policy

Montclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities. The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit: https://www.montclair.edu/human-resources/job-seekers/