University of Massachusetts Amherst · 2 months ago
Manager of User Support - CICS IT (Hybrid Opportunity)
Amherst, MA
Full-time
Hybrid
Mid, Senior Level
4+ years expThe University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access and fuel innovation. The Manager of User Support within the Manning College of Information and Computer Sciences oversees a team providing comprehensive user support services, managing day-to-day operations to ensure efficient resolution of technical issues and high customer satisfaction.
EducationHigher EducationUniversities
Responsibilities
Develops and maintains a vision of user support for the Manning College of Information and Computer Sciences (CICS)
Manages a team of technical professionals, including two Software Specialists, an Audio Visual (AV) Technician, and a small number of student workers. Provides regular guidance, senior technical computer/software expertise, coaching, and performance feedback
Develops, implements, and manages CICS IT’s online ticketing system for the user support team. Assesses and prioritizes user support requests and delegates them appropriately, ensuring timely and effective resolution of technical issues. Provides guidance on complex or unique requests/issues as needed and independently manages escalated issues or concerns
Develops and manages on-boarding and off-boarding programs and processes for faculty, staff, researchers, and graduate students. Collaborates with CICS Human Resources to coordinate orientation services, ensuring new employees and students are equipped with the necessary resources and knowledge to effectively use the computing environment
Develops and maintains user support processes, procedures, and documentation. Oversees the creation of training materials pertaining to user support troubleshooting and usage of CICS IT services
Provides technical consulting services to faculty, staff, researchers, and graduate students regarding cybersecurity and software, to support research and the administrative functions of the college
Monitors and analyzes user support trends, identifying areas for improvement and implementing proactive measures to enhance user experience
Collaborates with other members of CICS IT to develop, plan, and implement system upgrades, enhancements, and deployments
Develops and manages end-point device security programs for the college and collaborates with the Unix team on overall security programs. Ensures proper security configurations and software updates and monitors for potential threats
Frequently assists with the installation of computer and AV hardware and associated furniture
Stays abreast of emerging technologies and industry best practices related to user support and research computing
Qualification
Required
High school diploma or equivalent and 8 years of experience in IT user support or a related technical role; or Associate's degree or equivalent and 6 years of experience in IT user support or a related technical role; or Bachelor's degree and 4 years of experience in IT user support or a related technical role; or a Master's degree or higher in Computer Science, Information Technology, or a related field and 2 years of experience in IT user support or a related technical role
Experience supporting, configuring, and managing large deployments of Mac and Windows based operating systems
Experience supervising and mentoring one or more staff members
Experience in a heavy customer-focused position involving deep technical knowledge of the organization's software services
Experience creating and implementing end-point security programs across a large enterprise
Excellent technical troubleshooting and problem-solving skills
Ability to accept constructive feedback regarding customer experiences with IT services
Strong oral and written communication skills. Ability to explain technical jargon to a non-technical audience, use tact, and maintain protection of private and secured information
Ability to work both independently and to be part of an effective team with a highly cooperative and collaborative work style. Strong interpersonal and open communication skills with the ability to interact effectively and create and maintain harmonious relationships with a diverse population of staff, faculty, students, and off-campus constituents
Independent initiative. Must have the ability to stay on task and work productively with a minimal amount of supervision or guidance
Willingness to take on a variety of tasks related to the successful operation of the college's IT group and CICS. The ability to adapt and work effectively as the college grows and evolves, demonstrating flexibility and openness to new technologies and approaches to user support
Ability to work effectively and collegially under pressure
Ability to exercise sound judgment and integrity and maintain confidentiality
Preferred
Master's degree or higher in Computer Science, Information Technology, or a related field
Experience managing a small team of software specialists
Relevant certifications such as ITIL, HDI, or CompTIA A+
Experience working in a higher education or an academic environment
Familiarity with IT service management frameworks and tools
Knowledge of virtualization technologies
Experience with scripting languages and automation tools
Understanding of cybersecurity best practices
Experience with Linux or Unix systems
Company
University of Massachusetts Amherst
The University of Massachusetts Amherst is a public research university offering undergraduate, master's, and doctoral programs.
1001-5000 employees
H1B Sponsorship
University of Massachusetts Amherst has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (69)
2024 (77)
2023 (56)
2022 (79)
2021 (19)
2020 (31)
Funding
Current Stage
Late StageTotal Funding
$137.34MKey Investors
U.S. Department of DefenseU.S. Environmental Protection AgencyThe Howard Hughes Medical Institute
2024-09-18Grant· $7.9M
2024-07-16Grant· $6.37M
2023-11-16Grant· $2.5M
Leadership Team
Christopher Salthouse
Co-Founder Center for Personalized Health Monitoring
Alejandro Reuss
Instructor
Recent News
2025-12-17
2025-12-17
2025-12-03
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