IT Operations Vendor Manager

Department Information Technology

Exempt, Regular, Full Time, Pay Grade 4.1

Location: Adelphi, MD (Hybrid)

The IT Operations Vendor Manager role is to ensure the streamlined operation of the organization's desktop computing environment in alignment with the business objectives of the organization. This individual will plan, coordinate, direct, and design desktop computing-related activities of the organization, as well as provide administrative direction and support for daily operational activities of the desktop computing department. The IT Operations Vendor Manager will work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. This person will also define and implement processes, policies, procedures, and best practices for the desktop computing environment as well as be involved in selection, acquisition, installation, configuration and support of new desktop hardware, software and associated peripherals.

Duties and Responsibilities:

Leadership & Planning:

• Ensure staff are meeting and exceeding expectations in regards to performance and meeting defined metrics/benchmarks.
• Maintains employee schedules.
• Oversee the development, implementation, and administration of Desktop Engineer training, procedures, and policies.
• Train, coach, and mentor Desktop Engineers.
• Plan and conduct performance appraisals of staff, administer disciplinary action (in conjunction with Human Resources when needed).

Engineering Management:

• Work with stakeholders to define business and systems requirements for new technology implementations.
• Direct research on potential technology solutions in support of procurement efforts.
• Develop business case justifications and cost/benefit analyses for desktop computing spending and initiatives.
• Keep current with the latest technologies.
• Able to manage external partners and managed service providers who provide critical support to UMGC.
• Implement and test desktop prototypes, perform installation quality assurance tests, and assure consistency with standards. Ensure the reliability and quality of the desktop design through proactive measures.
• Manage the implementation of PC/Mac hardware standards, software roadmaps, software compatibility, system management tools and security standards.
• Develop test plans for new software and hardware implementation.
• Develop and implement all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision of all desktop systems.
• Manage financial aspects of the Desktop Computing environment, including purchasing, budgeting, and budget review.
• In collaboration with the Desktop Services leadership team, establish and track asset refresh schedules of all end user devices.
• Develop request for proposals (RFP).
• Provide escalation for desktop related issues.

Competencies:

Skills:

• Ability to effectively present information and respond to questions from groups of managers and customers.
• Strong interpersonal skills and ability to establish and build relationships with internal and external customers, showing a high degree of cooperation, effectiveness in working with others and offering assistance when needed.
• Projects positive attitude and dedication, with flexibility and consistency. Leadership qualities highly desirable.
• Solid project management skills are essential.
• Ability to identify process improvement opportunities.

Education & Experience Requirements:

Experience:

• 2 years of management or leadership experience.
• 5 years of experience in an IT support or technical environment, with significant PC or client/server platform experience.
• Familiarity with network issues; ideally possesses relevant server experience (e.g., InTune, JamF).
• Previous experience in LAN/network administration or systems administration in a relevant computing environment is highly desirable.
• Mobile platform knowledge and support experience is highly desirable.
• Extensive equipment support experience with PC and Mac laptops, printers, peripheral devices.
• Knowledgeable about networking concepts (TCP/IP, DNS, routing, subnetting).
• Extensive knowledge of remote access technologies.
• Extensive knowledgeable about current Microsoft Windows and Mac operating systems.
• Extensive experience with security, system management and deployment technologies such as AD/GPO, AdminStudio, SCCM, Secunia, WSUS, Bitlocker Encryption, Mcafee ePO, WDS.

Certifications:

• InTune and JamF Certification preferred.
• ITIL certification preferred.

Preferred Experience Requirements:

Education:

• Bachelor's Degree.

All submissions should include a cover letter and resume.