The Platform Services Manager is the team's customer service champion, responsible for executing UMass Lowell IT's vision for superior platform and client systems services and support. The Platform Services Manager is responsible for supervising and coordinating the activities of the campus' IT Platform Technicians and is responsible for ensuring the success of the Platform Services mission of delighting customers and ensuring their continued success and efficient productivity with their digital devices. Additionally, the Platform Services Manager is responsible for full lifecycle management of IT client assets.
Minimum Qualifications (Required):
Bachelors degree required
Requires 5 or more years of experience in a large Information Technology environment with progressively increasing experience, and at least 2 years of previous leadership and/or management experience
Requires extraordinary customer service skills and the desire and ability to go "above-and-beyond" on any given ticket to ensure customer success
Requires ITIL foundations certification or the ability to achieve it within 3 months of start date
Superior written and oral communication skills; the ability to clearly and articulately explain technical concepts to non-technical users
Must be able to work collaboratively and effectively with diverse teams of technical and non-technical team members
Strong problem solving and research skills. Must be able to encounter new problems and devise solutions without guidance or support
Requires proficiency with installing, configuring and operating Microsoft Windows and Mac OS
Requires proficiency in "fleet management" technologies for managing large inventories of deployed multi-platform computers
Requires previous experience with virtual desktops or other client/server application delivery technologies
Thorough understanding of Local Area Networks and TCP/IP protocols
Proficiency with desktop and laptop hardware repair and replacement
The ability to work effectively with diverse groups
A passion for the Information Technology industry
A critical eye and excellent analytical skills
Strong sense of professionalism and confidentiality
A preference will be given to candidates possessing desktop-focused IT certifications such as, MCITP:DA, MCITP:EDST, MCDST, ACMT, A+, Security+ or MCSE:DI
Preference given to candidates with previous Higher Education experience
Bachelor's degree preferred in the areas of MIS, IT, Management, Computer Science or Engineering
Experience working with virtual desktop environments is preferred
Special Instructions to Applicants:
In addition to a cover letter, resume and references, please submit a sample of a document that you have created for end-users that explains how to use some piece of technology infrastructure. How-to guides, job aids and instruction books are all examples.
Only Internal Professional (SEIU 888 Professional Union) Bargaining candidates will be considered during the first 10 business days of the posting. All other candidates will be considered after that period.
Initial review of applications will begin immediately and continue until position is filled. However, the position may close when an adequate number of qualified applications are received.
UMass Lowell is a public university committed to preparing our students for work in the real world? solving real problems and helping real people? by providing an affordable high-quality education.Whether you?re pursuing a career path or still searching for one, UMass Lowell is the ideal place to discover and achieve your purpose. Our campus is bursting with energy? enrollment is up, new academic ...programs are being launched, and new facilities are being acquired and are under construction. Most importantly, our students are more successful than ever thanks to highly accredited programs, our focus on experiential ?hands-on? learning, and personal attention from our accomplished and committed faculty and staff.