Job Description:Information Technology Services (ITS), the central IT provider at the University at Albany, seeks applicants for Assistant Manager, Desktop and Mobile Computing. This position supports the Manager of Desktop and Mobile Computing by helping coordinate, monitor, and advance a broad portfolio of operational, project, and service activities. The role includes a significant focus on endpoint lifecycle planning and management.
The University's desktop and mobile computing footprint includes several thousand desktops and laptops, hundreds of printers, and hundreds of applications. The Assistant Manager helps oversee operational flow, coordinates activities that support efficient and consistent service delivery, and works closely with the Manager to help balance workload, priorities, and customer needs. The position is not responsible for hands-on technical support of these technologies, but instead focuses on operational coordination, planning, communication, follow-through, and managerial support.
The Assistant Manager monitors service management activity to help promote efficiency, identify issues requiring management attention, and flag requests that fall outside standard processes or service patterns. The position continuously looks for opportunities to improve workflows, clarify roles and expectations, and identify where staff may benefit from additional process guidance or training. The Assistant Manager acts as delegate of the Manager, serving as a trusted operational partner who helps extend the unit's capacity, responsiveness, and consistency of service.
Primary Responsibilities:- Endpoint Lifecycle Planning and Management
- Coordinate endpoint lifecycle planning and management activities, including annual and longer-range planning for replacement and refresh efforts.
- Support the development, organization, and ongoing refinement of workstation lifecycle schedules, priorities, and related operational plans.
- Review and monitor lifecycle-related data, reports, and operational information to support planning, accuracy, and informed decision-making.
- Help ensure lifecycle activities align with service capacity and broader operational priorities.
- Identify opportunities to improve processes, consistency, and overall efficiency in lifecycle planning and management operations.
- Workstation Cyclic Replacement Deployments
- Coordinate workstation replacement activities to support organized, timely, and customer-focused execution.
- Initiate, track, and monitor replacement-related work and associated service management activities in alignment with approved plans and priorities.
- Coordinate customer communications, scheduling, and follow-up associated with workstation lifecycle replacement efforts.
- Monitor progress, identify issues that may affect workflow or customer experience, and elevate concerns as appropriate.
- Work with relevant ITS staff and stakeholders to help maintain smooth operational flow across replacement deployment activities.
- Other Projects and Service Coordination
- Monitor service management tickets and related operational activity to support efficient workflow, timely attention to issues, and appropriate escalation.
- Identify and flag non-standard requests, exceptions, or patterns that may require management review, clarification, or follow-up.
- Serve as Project Manager in projects focused on desktop and mobile computing; in projects where desktop and mobile computing is one component of many, monitor tasks and assigned resources for this subject matter area for timely completion on the Manager's behalf and proactively address items, as needed.
- Continuously assess operational processes and recommend improvements that strengthen service consistency, efficiency, and customer experience.
- Identify opportunities where service team members may benefit from additional process training, guidance, or role clarification.
- Assist with other projects, initiatives, and delegated responsibilities assigned by the Manager in support of ITS priorities.
- Other Duties As Assigned
- Perform other reasonable duties as assigned in support of ITS operations and University needs.
Functional and Supervisory Relationships:- Reports to Manager, Desktop and Mobile Computing
- Supervises the following positions: N/A
Job Requirements:- Demonstrated proficiency with commonly used business and service management tools, including Microsoft 365 and ticketing, reporting, or data tracking applications.
- Ability to develop clear communications, presentations, reports, or other materials that support effective operations and decision-making.
- Proficiency with advanced Microsoft Excel functionality (e.g., complex formulas, pivot tables, data analysis, and reporting).
- Applicants must demonstrate an ability to develop inclusive and equitable relationships within our diverse campus community.
- Applicants must demonstrate an ability to support diversity, equity, access, inclusion, and belonging relative to their role.
Requirements:Minimum Qualifications:- A bachelor's degree from a college or University accredited by the US Department of Education or an internationally recognized accrediting organization.
- Minimum two years of progressively responsible experience in an operational, service coordination, project coordination, administrative management support, or similar role related to desktop or mobile computing.
- Experience coordinating activities that involve multiple stakeholders, competing priorities, and a strong customer service orientation.
- Experience reviewing, maintaining, or working with operational data, service records, asset information, or other business records where accuracy and follow-through are important.
- Experience identifying process issues, recommending improvements, or helping support consistent operational practices.
Preferred Qualifications:- Experience in a technically focused position delivering and supporting desktop or laptop workstations.
- Experience using Smartsheet formulas and automation.
- Experience using TDX ITAM or similar application for inventory management.
- Professional experience working in higher education.
Working Environment:- Provide scheduled support and consultation outside normal business hours, including occasional evenings, holidays, or weekends, within reasonable professional obligation and expectation.
- Report to campus in-person on Mondays, Wednesdays, Fridays, and as needed. This position is eligible to telecommute on Tuesdays and Thursdays, following a probationary period and with supervisor approval.
Additional Information:This is a promotional opportunity for current UAlbany employees.
Eligibility for Consideration:- You must be employed at the University at Albany campus.
- You must be in a State-funded UUP professional position (MC employees are not eligible).
- You must have a permanent, term, or probationary appointment. Only temporary employees employed by UAlbany for three or more consecutive years can be considered eligible.
For details concerning the University's Promotion Policy for Professional Employees, please see HR Memorandum 88-4.
Professional Rank and Salary Grade: Senior Programmer/Analyst, SL4, $84,000-88,000.
Special Note: Visa sponsorship is not available for this position. If you currently need sponsorship or will need it in the future to maintain employment authorization, you do not meet eligibility requirements.
Please apply online via http://albany.interviewexchange.com/candapply.jsp?JOBID=201617
Application Instructions:Applicants MUST submit the following documents:- Resume
- Cover letter stating all the required minimum qualifications and any of the applicable preferred qualifications
- List of 3 professional references with e-mail addresses and telephone numbers
Note: After submitting your resume, the subsequent pages give you instructions for uploading additional documents (i.e. cover letter etc.).
See the FAQ for using our online system. Please contact us if you need assistance applying through this website.
Returning Applicants - Login to your UAlbany Careers Account to check your completed application.
Closing date for receipt of applications: June 30. 
