GENERAL DUTIES
I.T. Computer Operations Managers manage and direct an Information Technology operations area and/or manage and direct all aspects of the operation and maintenance of computing or telecommunications equipment at a College or University level. They set policies and procedures, direct technical staff, and have responsibility for administrative as well as technical issues within their assigned area(s). They may manage large, complex information systems operations.
This job is in CUNY's Classified Managerial Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/ohrm/hros/classification/ccsjobs.html
CONTRACT TITLE
Computer Operations Manager
FLSA
Exempt
CAMPUS SPECIFIC INFORMATION
BMCC has an enrollment of nearly 27,000 students in degree programs, 8,500 students in adult and continuing education programs with more than 2,500 faculty and staff located in three campus buildings in Lower Manhattan.
Reporting to the Vice President for Technology, the Director of User Support Services manages the mission and activities of the User Support Services organization within the Information Resources and Technology (IRT) division. The Director serves as IRT's primary public-facing customer service representative, ensuring the timely, professional delivery of academic and administrative technology, technology services, and technical support, to the BMCC community. The Director is charged with managing and professionalizing the User Support Services organization, aligning the organization and its activities with the College's strategic goals.
* Teaching and Learning Technologies in the Classroom
* Computer Lab operations and support
* Public Access computing
* Administrative Desktop Support
* Help desk
* Television studio operations
* Theater support services
* Audio Visual Services
* Event Support Services
* Kiosks and Digital Signage Support
* Videoconferencing Services
DUTIES & RESPONSIBILITIES:
* Acts as the initial point of contact and "public face" of the Information Resources and Technology division within the College
* Displays a high degree of professionalism in all interactions, and engages users with a proactive and collaborative attitude to identify solutions and opportunities to maximize productivity, efficiency and user satisfaction.
* Aligns the User Support Services organization with the administrative and academic requirements of the College.
* Manages technical support user relationships and service-level agreements (SLAs) within the BMCC community and its partners.
* Manages the Technology Department¿s IT Service Management (ITSM) activities and portfolio. Ensures the delivery of client-facing technology systems, services, support, and information to BMCC academic and administrative departments and programs and partner organizations, including telecommunications, network, computing, audio-visual, digital post-production, and presentation technologies in classrooms, offices, labs, studios, conference rooms, theater and gallery spaces throughout the College.
* Manages the User Support Services organization¿s operations, budget and staff. Oversees training for College Assistants and temporary employees, as required.
* Implements and manages a continual improvement process (CIP) to optimize User Support Services operations and maximize value and productivity for users. Implements performance monitoring and utilizes metrics and other data as inputs for CIP.
* Keeps abreast of emerging trends and best practices in higher education technology .
* Provides guidance, consulting, advice and training to College constituents, programs, and departments as required.
* Manages the documentation and maintenance of IRT's knowledge repository and service catalog.
* Manages all user computing equipment and peripherals purchased by the College for faculty, staff, and students, including budget, deployment, inventory, equipment lifecycle and replacement schedule, endpoint management and endpoint protection.
* Ensures information security protocols are configured, implemented and enforced for user-facing technology, in accordance with BMCC and CUNY information security policies, NYC/state/federal compliance and regulatory requirements, and information security best standards and practices.
* Collaborates with VP for IT, Director of Enterprise Technology Services and IRT staff to formulate, document and distribute information technology policies, processes and procedures.
* Collaborates with academic programs and administrative departments to provide guidance regarding the purchase of technology, and technical assistance for deploying and maintaining the technology.
* Collaborates with Academic Affairs and Facilities as required to enhance the teaching and learning environment.
* Collaborates with Public Affairs department as required to formulate, implement and execute a communications plan to provide administrative and technical information, updates and alerts to the BMCC community.
* Facilitates coordination between User Services organization and other areas of the Technology department as needed.
* Serves as member of leadership team for Information Resources and Technology division; assists in division-wide initiatives as needed.
* Develop service models, annual budgets and staffing proposals.
* Procurement and vendor relations.
* Participation on BMCC and CUNY committees as required.
* Provide and model timely, effective, reliable, professional and friendly service.
* Performs other duties as required.
The Director of User Support Services will work in close partnership with the Director of Enterprise Technology Services to ensure the timely and reliable delivery of information technology services across the academic and administrative functions of the College.
MINIMUM QUALIFICATIONS
1. Six (6) years of progressively responsible full-time paid information systems technology experience with supervising or administering an Information Technology area involving hardware and/or telecommunications equipment operations, at least 18 months of which shall have been in an administrative or managerial capacity.
2. Education at an accredited College or University may be substituted for the general information systems technology 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 degree in computer science or a closely related field from an accredited college or university may be substituted for an additional year of the general information systems technology experience. However, all candidates must possess the 18 months of administrative or managerial experience described above.
This title has multiple levels. In addition to the minimum qualifications above, additional qualifications, such as education, experience, or certification relevant to the area of specialization are required.
OTHER QUALIFICATIONS
* Demonstrated customer service management experience establishing and maintaining effective working relationships with customers and colleagues in a highly technical, diverse, multi-cultural environment.
* Management experience with a large staff and multiple direct reports possessing diverse skills in a collective bargaining environment.
* Experience interpreting, developing and implementing best practices, controls, and protocols
* Familiarity with federal and state governmental compliance and regulatory requirements
* Experience with ITSM concepts and frameworks (e.g., ITIL, COBIT, etc.)
* Familiarity with media and design software (e.g. Adobe Creative Cloud, AutoDesk, Avid, Apple Pro apps, print management) and hardware (still/video/film cameras and lenses, audio recording devices, scanners, projectors, control solutions, etc.)
* Experience managing audio-visual and presentation operations
* Experience with many of the following protocols, standards, applications, and tools: CUNYfirst ERP system (PeopleSoft); ITSM software (Team Dynamix); Citrix VDI; endpoint imaging, deployment and management solutions (SCCM, JAMF Casper, KACE, etc.), endpoint protection (e.g., anti-virus/anti-malware, disk encryption, etc.); HTTP, DHCP, DNS, VOIP; Microsoft products including Active Directory, Sharepoint, Exchange, SCCM, Lync.
* Ability to analyze, synthesize, and communicate qualitative and quantitative information regarding emerging trends, business processes, workflows, policies and procedures.
* Ability to develop broad institutional assessments and initiatives as well as more focused plans, solutions, and approaches
COMPENSATION
Salary commensurate with education and experience.
BENEFITS
CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans. Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria.
HOW TO APPLY
Access CUNYfirst Portal
CLOSING DATE
Open until filled; review of resumes begins August 5, 2015.
JOB SEARCH CATEGORY
CUNY Job Posting: Managerial/Professional
EQUAL EMPLOYMENT OPPORTUNITY
We are committed to enhancing our diverse academic community by actively encouraging people with disabilities, minorities, veterans, and women to apply. We take pride in our pluralistic community and continue to seek excellence through diversity and inclusion. EO/AA Employer.
*Job Title:* IT Computer Operations Manager Level III (Provisional) - Director of User Support Services
*Job ID:* 13271
*Location:* Borough of Manhattan CC
*Full/Part Time:* Full-Time
*Regular/Temporary:* Regular