A new team at UMass Amherst IT is here to make the experience of requesting access, managing software, and navigating systems smoother and more consistent.
The Account Management Group (AMG) will oversee IT account access and permissions, ensuring that students, faculty, and staff can more easily access the systems, services, and support. The AMG will also manage licensing, account security, and support related to SPIRE.
“The new Account Management Group is dedicated to overseeing IT accounts throughout their entire lifecycle,” said Anthony Laffan, who now leads the AMG as Senior Manager, Technical Support & Security Operations. “The team will provide clear guidance, streamline workflows, and ensure that members of our campus community have easy access to the tools and systems they need to succeed.”
The group operates within IT Support Services, led by Director Marta Pluta, and includes newly appointed technical analysts. Dan Whalen has also stepped into a new role as Service Desk Manager, overseeing frontline IT support and daily operations.
The launch of the Account Management Group marks a broader evolution in how the university delivers technology support. By increasing coordination, improving responsiveness, and reducing friction, UMass IT is laying the foundation for more effective service across the board.
“We identified the need for this new team through discovery conversations from our IT Staff Engagement Initiative,” said Terry Carroll, UMass Amherst IT’s Chief Operations Officer. “It’s a meaningful step toward providing faster, clearer, and more reliable support, grounded in the day-to-day realities of our campus community. That mindset will continue to guide us as we move toward a unified IT organization for UMass Amherst.”
As transition to a single, center-led IT for UMass Amherst continues, future organizational improvements like the creation of the AMG will continue to focus on simplifying access, strengthening security, and supporting the work of faculty, staff, and students.