Position: Computer Systems Manager, Level 2 (Second Shift) - Information Technology (IT) Services Manager
Internal Posting
Managerial and Professional
PVN #:MP-16216
Closing Date: Open until filled
Department: Information Technology
Description:
General Characteristics
Under the direction of the Director of IT User Services, with considerable latitude for independent initiative and judgment, the IT Services Manager is responsible for supervising IT staff on duty during the evening, or “second shift”; this includes leading and directing Help Desk staff, Audio-Visual staff and IT training staff on a daily basis, as well as other IT staff involved with a variety of specific projects and initiatives. The IT Services Manager is responsible for ensuring that end users are receiving the all appropriate assistance and for managing all procedures and processes related to the identification, prioritization, escalation and resolution of end-user help requests, including the monitoring, tracking, and coordination of all Help Desk and Audio-Visual service functions. In addition, this individual is required to fulfill a variety of technical activities, including hands-on servicing of desktop computer equipment, hardware and software.
This position requires proficiency with desktop computer technology, familiarity with audio-visual classroom and auditorium technologies, knowledge of the broader principles of an IT networked environment, demonstrated leadership and management abilities and excellent communication, teamwork and people skills.
Specific Responsibilities
• Direct, plan, coordinate, organize and manage on a daily basis the professional and technical Help Desk staff, desktop support specialists, audio-visual technicians and specialists, and instructors delivering training sessions, to ensure the effective and efficient delivery of customer service and IT support to students, faculty and staff of The Graduate Center, as well as guests and external clients.
• Coordinate and oversee the work of other professional and technical IT staff (spanning User Services, Audio-Visual Services, Enterprise Networks & Systems, Application Development, Research Computing and Administrative Services) engaged in specific projects and initiatives.
• Serve as a liaison between IT and end-users (including Students, Faculty, Staff, Administrators, external clients conducting activities in auditoria venues and guests), to ensure that services are being provided effectively and efficiently and that needs are being met.
• Demonstrate extensive knowledge of PC/Mac computer hardware, software, peripherals, and operating systems including Windows and Mac OS, by coordinating and/or performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Demonstrate familiarity with audio-visual hardware, software, peripherals, and management systems, by coordinating and/or performing set-ups, trouble-shooting activities and problem resolution, instruction to end-users and decision-making in response to special requests and unforeseen circumstances (especially with regard to programming in the public spaces).
• Manage the processing of incoming requests to the Help Desk and Audio-Visual Services via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Monitor system performance across various platforms in IT; perform, assist, and follow up on advanced and specialized IT systems support work and troubleshooting.
• Oversee the breadth of day-to-day desktop computing activities including maintenance, change-management, performance monitoring, patching and version upgrades, anti-virus and anti-spyware, and security, throughout the GC.
• Oversee the function and management of computing classrooms, “smart” classrooms and meeting spaces, student computing laboratories, and distributed computer clusters, as well as desktop computing systems for faculty and associated academic support staff, videoconferencing facilities, and specialized auditoria and related venues for public programs and external groups.
• Coordinate activities with other managers and staff across all IT departments; communicate effectively on a daily basis with other IT staff to ensure effective and efficient delivery of services and management of staff.
• Participate in strategic planning activities; monitor and report on progress toward goals and objective.
• Provide technical expertise and expert opinions for the content domain; participate in senior-level technical discussions and decision-making; serve on committees and task forces.
• Participate in evaluating staff members, conduct performance conferences and identify professional development activities for staff. Promote esprit-de-corps; foster and maintain effective communications among staff.
• Represent IT objectives, interests and concerns to various levels within the IT staffing configuration.
• Provide recommendations on a wide variety of end-user desktop computing and audio-visual upgrades and new initiatives.
• Provide editorial review on documents and reports prepared by IT personnel; participate in documenting IT processes, both internal and end-user.
• Track and analyze trends in Help Desk and Audio-Visual requests and provide reports and recommendations; assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Analyze performance of Help Desk and Audio-Visual activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Remain familiar with applicable policies and procedures; identify the need for new or revised policies and procedures and participate in creating these; enforce all applicable policies and procedures; assure adherence to standards.
• Interact with managers and staff in IT and other units as needed to ensure effective delivery of services to users; interact with external clients and customers; work with vendors and other entities, as necessary.
• Other duties, as required.
Qualifications:
Minimum Requirements:
1. A high school diploma or GED and six years of progressively, responsible full-time paid information systems technology experience, at least 18 months of which shall have been in an administrative or managerial capacity in the areas of computer applications programming, systems programming, information systems development, data telecommunications, database administration or a closely related field.
2. Education at an accredited college or university may be substituted for the general information systems technology experience described in #1 above (but not for the 18 months of managerial experience) at the rate of one year of college for 6 months of experience, up to a maximum of 4 years of college for 2 years of experience. In addition, a Master’s in Computer Science or a closely related field from an accredited college or university may be substituted for an additional year of general information systems technology experience.
However, all candidates must possess the 18 months of administrative or managerial experience described above.
Preferred Qualifications:
• Deep expertise with desktop computer hardware and software systems
• Professional certification(s) applicable to desktop hardware and software systems
• Minimum six years hands-on experience installing, configuring and maintaining desktop PC hardware and software systems, including a minimum of three years of experience supporting technology.
• Minimum one year hands-on experience installing, configuring and maintaining desktop Mac hardware and software systems.
• Minimum three years experience in a management role supervising desktop support and/or help desk operations.
• Minimum one year experience working with “smartroom” audio-video technologies
• Bachelors Degree in information technology, MIS, or a closely related field
• Significant experience in IT systems administration.
• Hands-on experience working in a higher education IT setting.
• Experience working as a member of a project team; excellent organization and planning skills.
• Experience delegating work tasks and project assignments and monitoring progress.
• Exceptional interpersonal, written, and verbal communication skills including the ability to adapt communication style to meet the needs of the individual users.
• Flexible schedule, including second-shift and occasional weekends
Hours: 2:00pm – 10:00pm (with some flexibility)
Salary Range: $80,000 - $112,520 commensurate with qualifications and experience
FLSA Status: Exempt
Please send cover letter, resume and three reference to:
Information Technology
The Graduate Center, CUNY
365 Fifth Avenue, Room 8311
New York, NY 10016
or
E-mail: IT@gc.cuny.edu
An Equal Opportunity/Affirmative Action/IRCA/Americans with Disabilities Act Employer.
The Graduate Center complies with the Clery Act and copies of its annual report on security policies and statistics are available in its Security Office.
