The University of Nevada, Las Vegas invites applications for Endpoint Services Manager, Office of Information Technology [R0112755].

PROFILE of the UNIVERSITY

UNLV is a doctoral-degree-granting institution of approximately 29,000 students and more than 3,000 faculty and staff that is classified by the Carnegie Foundation for the Advancement of Teaching as a research university with high research activity. UNLV offers a broad range of respected academic programs and is on a path to join the top tier of national public research universities. The university is committed to recruiting and retaining top students and faculty, educating the region's diversifying population and workforce, driving economic activity through increased research and community partnerships, and creating an academic health center for Southern Nevada that includes the launch of a new UNLV School of Medicine. UNLV is located on a 332-acre main campus and two satellite campuses in Southern Nevada. For more information, visit us online at: http://www.unlv.edu

COMMITMENT to DIVERSITY

The successful candidate will demonstrate support for diversity, equity, and inclusiveness as well as participate in maintaining a respectful, positive work environment.

ROLE of the POSITION

The Endpoint Services Manager provides leadership and operational direction for the entire endpoint lifecycle. Functions include vendor partnerships, new computer deployment, endpoint maintenance and repairs, desktop management, network connectivity, desktop security, peripheral support, asset management, software compliance inventories, and end-of-life sanitization and removal. The role also includes high involvement with campus IT projects.

The manager develops operational processes and workflows in order to provide high quality service delivery, provides appropriate reports with metrics addressing the efficiency and effectiveness of services provided and provides improvement plans based on the results. The manager ensures procedures and processes for endpoint support services are in alignment with policies, standards, requirements and best practices.

The manager is responsible for the oversight and direct management of technical staff within Endpoint

Services. This includes the hiring and development of multiple staff. The manager is also expected to interact with students, faculty and staff to ensure the highest level of customer service is being enacted and services are delivered appropriately.

QUALIFICATIONS

Education: This position requires a Bachelor's degree from a regionally accredited college or university.

Experience: This position requires a minimum of 5 years of related professional experience and 5 years of related supervisory experience. Experience in higher education, ITIL Foundation Certification, and A+ and other industry (Microsoft, Dell, and HP) certifications are preferred.

The incumbent must have specific skill and knowledge in the following areas:

Leadership

• Experience as a manager or supervisor of technical professionals and projects within a technology environment.
• A commitment to staff development and the skills necessary to provide mentoring and support for continuous career development.
• Excellent customer service skills as demonstrated by the ability to work directly with constituents and vendors to understand and resolve functional and/or technical issues and concerns and meet customer needs.
• Demonstrated ability to work collaboratively and effectively with a wide range of individuals, including senior technical and non-technical leadership.
• Able to recruit, hire, and retain a diverse staff with the qualities needed to advance the technical, service, and cultural goals of the unit.

Planning and Priority Management

• Experience in preparing project plans that reflect stakeholder needs and leading project implementation teams that include both technical and functional team members.
• Experience that reflects the ability to: be flexible, provide realistic resource requirements, develop methods for prioritizing ever-changing needs, create measurable objectives, and be accountable.
• The ability to prioritize multiple requests for services from a broad constituent base including: help requests, projects, outages, incidents, etc.

Emerging Technologies Relevant to the Provision of Endpoint Services

• Experience developing and maintaining vendor relationships to ensure: purchase of appropriate products and services; reasonable prices; and excellent service and support.
• Able to stay abreast of emerging technologies to keep the university as close to state-of-the-art as feasible.

Interpersonal Skills and Communication

• Excellent organizational and interpersonal skills.
• Demonstrated ability to communicate effectively orally and in writing with non-technical and technical audiences
• Demonstrated ability to work collaboratively and effectively with a wide range of individuals, including senior technical and non-technical leadership.

Commitment to Service

• A commitment to service as an organizational value and an ability to assist staff in reflecting the value of service in day- to-day activities.

Specific Knowledge, Skills, and Abilities related to the Management of Endpoint Services and technical teams:

• Demonstrated experience and technical competence in computer hardware and operating systems (e.g. Windows, Mac).
• Experience in multiple computer platforms and network functionality
• Direct experience with supervising computer repair services, desktop management, compliance inventories, desktop security practices, and computer deployment.
• Ability to create viable and effective support processes that meet diverse customer, college, and departmental needs.
• Strong knowledge of IT Service Management concepts.
• Ability to manage a wide range of customer experiences successfully.
• Ability to set appropriate priorities to ensure timely completion of numerous concurrent tasks within defined resource limitations.
• Ability to develop reports, specifications, processes, and/or procedures covering a wide range of operational responsibility under defined duties.
• Ability to analyze complex technical situations and take appropriate action

SALARY RANGE

Salary competitive with those at similarly situated institutions. The position is contingent upon funding with a minimum starting salary of $80,000.

APPLICATION DETAILS

Although this position will remain open until filled, review of candidates' materials will begin on November 19, 2018, and best consideration will be given for materials submitted prior to that date. Materials should be addressed to DeAnna Shutt, Search Committee Chair, and are to be submitted online as we do not accept emailed materials. For assistance with the application process, please contact UNLV Human Resources at (702) 895-3504 or applicant.inquiry@unlv.edu.

SPECIAL INSTRUCTIONS FOR INTERNAL NSHE CANDIDATES

UNLV employees or employees within the Nevada System of Higher Education (NSHE) MUST use the “Find Jobs” process within Workday to find and apply for jobs at UNLV and other NSHE Institutions. Once you log into Workday, type "Find Jobs" in the search box which will navigate to the internal job posting site. Locate this specific job posting by typing the requisition number, R0112755, in the search box.

If you complete an application outside of the internal application process, your application will be returned and you will have to reapply as an internal applicant which may delay your application.

EEO/AA STATEMENT

UNLV is an Equal Opportunity / Affirmative Action educator and employer committed to achieving excellence through diversity. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, age, creed, national origin, veteran status, physical or mental disability, sexual orientation, genetic information, gender identity, gender expression, or any other factor protected by anti-discrimination laws. The University of Nevada, Las Vegas employs only United States citizens and non-citizens lawfully authorized to work in the United States. Women, under-represented groups, individuals with disabilities, and veterans are encouraged to apply.

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