IT Desktop Support Coordinator Lead

The University of Maryland Division of Information Technology (DIT) is seeking an IT Desktop Support Coordinator Lead to join our Platform Services team. As a member of the Enterprise Desktop team, the IT Desktop Support Coordinator Lead is part of a team that continues the evolution of the workstation computing environment. This position plays a major role in the technical implementation of workstation endpoint management, application deployment and updates, and asset management. This position proposes and helps with design to the current environment. The primary role of this position is to provide support for our Windows and Mac operating systems endpoints., * Deploy, integrate, configure, and secure Microsoft Windows Desktop and Mac operating systems in Active Directory, standalone, and hybrid environments (on-premises and cloud-based).

• Manage and maintain Mac operating systems, including in-depth use of JAMF and Mac scripting for effective configuration and management.

• Automate desktop management processes using programming and scripting languages to streamline operations and increase efficiency.

• Plan, develop, and implement system enhancements, incorporating new features for Windows Desktop and Mac operating systems, and deploy new applications and services as needed.

• Manage patch updates and create application deployment packages, including scripting, re-packaging, and automating deployment/remediation processes.

• Utilize expertise with MacOS, JAMF, VDI, scripting, BitLocker, Active Directory,Microsoft Azure, InTune, Office 365, OMS, and Amazon Web Services to optimize system performance and ensure secure operations.

• Conference room technology support includes AV equipment, projectors, and other necessary accessories.

• Test, plan, and supervise the deployment of new operating system releases, vendor patches, commercial software releases, and public domain software.

• Ability to remediate security vulnerabilities in managed endpoints.

• Work within an incident management system (I.E., ServiceNow) to resolve service-impacting problems within the established SLA timelines, communicating well with end-users and co-workers throughout the process.

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: Predominantly operates in an office environment. Some periods may be spent in computer rooms for installation, testing, and troubleshooting. Some work (less than 5%) requires moving and lifting of server equipment.

Licenses/Certifications: Possession of a valid driver’s license is required.

Education: Bachelor’s degree from an accredited college or university. Experience: Seven (7) years of professional experience supporting the operations, maintenance, and administration of information technology infrastructure. 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 independently prioritize and execute advanced support and feature requests in area of expertise Skilled in overseeing IT projects and associated team members with a primary focus is on the execution and delivery of technical initiatives Ability to to lead presentations and training with large groups Proven track records for quickly learning new technologies up and to the point of being a subject matter expert Able to organize and provide significant mentorship to project team members Skilled in solving problems of high complexity both independently and with other team members A demonstrated commitment to customer service and adept stakeholder management Provides leadership and helps bridge the gap between team manager and team members on technical topics Ability to effectively manage workload and delivery assignments on time Skilled in the use of office productivity software such as Office 365 or Google Workspaces Subject matter expert in at least two (2) technical areas, * Experience deploying, integrating, configuring, and securing Microsoft Windows Desktop and Mac operating systems in an Active Directory, and standalone environments as well as hybrid environments (on-premises and cloud-based).

• Experience in, and in-depth knowledge of, the Mac operating system, JAMF, and Mac scripting.
• Experience automating processes using programming/scripting languages for desktop management.
• Experience performing systems planning and development to include new features in the Windows Desktop & Mac operating systems and the ability to deploy new applications and services.
• Experience with patch management and development of application deployment packages including scripting, application re-packaging, and automated deployment/remediation.
• Experience with MacOS, JAMF, VDI, scripting, BitLocker, Microsoft Azure, Intune, Office 365, OMS, and Amazon Web Services.

Licenses/Certifications:

• Drivers license (Required)
• Jamf Certification (Preferred)
• Microsoft Certification (Preferred)