Manager, Platform Services, Client/Field Support

This position is available within the University of Maryland’s Division of Information Technology (DIT).

The Manager of Field/Client Support leads the team that delivers hands-on desktop, endpoint, and client support to faculty, staff, and students across the University of Maryland campus. Reporting to the Director of Platform Services, the manager is responsible for staffing, scheduling, and developing field technicians and client support staff, and for the quality and timeliness of the services they provide. The manager oversees incident and request handling, deployment and lifecycle management of Windows, macOS, and Audio Visual devices, and escalation paths between field teams and other DIT engineering groups. The manager sets service-level expectations, tracks performance metrics, and works with campus units to understand their needs and resolve issues. This role also helps improve support processes, documentation, and tooling, and takes part in planning for device management, identity, and endpoint projects across the division.

Primary responsibilities for this position:
- Lead, supervise, and develop the field and client support team, including hiring, coaching, scheduling, and performance reviews.
- Oversee daily support operations for campus desktop, laptop, and mobile endpoints, including incident and request handling, prioritization, and escalation to other DIT engineering teams.
- Set service-level targets, track performance metrics and client feedback, and take corrective action to keep service quality and response times consistent.
- Manage deployment, imaging, patching, device management enrollment, and lifecycle replacement of Windows, macOS, and Audio/Visual devices, working with Platform Services engineers.
- Serve as the main contact for campus units on support needs, resolving escalated issues and gathering requirements for new projects and rollouts.
- Maintain and improve support processes, knowledge base articles, runbooks, and tooling so the team works consistently and new staff can ramp up quickly.
- Manage the unit’s budget, purchasing, vendor relationships, and equipment inventory, and prepare reports on service performance for division leadership.
- Plan coverage for evenings, weekends, and emergencies, and make sure the team can keep critical services running during operational disruptions.

**This position is considered essential and may be required to work at the normal work location or an alternative location during a major catastrophic event, weather emergency, or other operational emergency to help maintain the continuity of University services.**

**May be required to work evenings, nights, weekends, or different shifts for extended periods.**

Physical Demands: This position involves a mix of office work and hands-on field work. Frequent sitting and computer use, along with walking, standing, and climbing stairs between campus buildings. May lift, carry, push, or move computers, monitors, printers, and related equipment weighing up to 50 pounds. Work may include bending, kneeling, or reaching while installing or servicing equipment in offices, classrooms, labs, and equipment rooms. Must be able to communicate clearly with clients and staff in person, by phone, and in writing.

Licenses/Certifications: N/A

Education: Bachelor’s degree from an accredited college or university. Experience: Five (5) years of professional experience supporting the operations, maintenance, and administration of information technology infrastructure. Including at least two (2) years of technical team and personnel management experience. Other: Additional work experience as defined above may be substituted on a year-for-year basis for up to four (4) years of the required education. Excellent written and oral communication skills with the capability of adapting communication style to different audiences Ability to to lead presentations and training with large groups Effectively manages communications and relationships with DIT stakeholders Ability to work well with other Managers, Assistant Directors, and Directors to identify and solve problems, make improvements, and address ongoing issues Ability to provide a team with effective direction and support in implementations using standards and techniques that will lead to a repeatable and reliable solution Ensure documentation standards and procedures are implemented for all team responsibilities Demonstrate the ability to define deadlines and manage and maintain the quality of the work in use Knowledge of IT security principles and practices is necessary to protect the systems and data from threats. The capacity to comprehend and handle interpersonal dynamics, demonstrate empathy towards team members, and effectively handle conflicts or challenging circumstances.. Experience in coaching and mentoring team members to enhance their performance, provide constructive feedback, and help them develop their skills. Skilled in the use of office productivity software such as Office 365 or Google Workspaces

Not Applicable to This Position

No

DIT-EE-Platform Services

Staff Regular

$124,720.00 - $149,664.00