GENERAL DUTIES
I.T. Computer Systems Managers manage and direct an Information Technology area at at a College or University level. They set policies and procedures, direct technical staff, and maintain responsibility for administrative as well as technical issues within their assigned area(s) of responsibility. They may manage major and/or large, complex information systems activities and/or manage a unit or group.
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 Systems Manager
FLSA
Exempt
CAMPUS SPECIFIC INFORMATION
The Graduate Center (GC) defines the standard of contemporary graduate education: rigorous academic training and globally significant research. lt is recognized for outstanding scholarship across the humanities, sciences, and social sciences, and is integral to the intellectual and cultural vitality of New York City. Through its extensive public programs, The Graduate Center hosts a wide range of events, lectures, conferences, book discussions, art exhibits, concerts, and dance and theater that enrich and inform.
Information Technology (IT) is the division of the Graduate Center responsible for voice, video, and data systems and services. The mission of this unit is to promote, facilitate, and support the effective use of technology in the learning process, in instruction and research, and in processing and accessing institutional information.
Reporting directly to the IT Services Manager, the Desktop Support Manager is a technical hands -on leader for delivering desktop support by driving operational excellence. This position is responsible for delivering desktop support by managing, evaluating, and developing the technical Support Desk staff and desktop support specialists. This position interfaces with IT managers and technical staff. The incumbent will participate in resolving escalations and coordinate the communication of service status related to his/her area of responsibility.
Duties include but are not limited to:
* Plan, design, lead and coordinate desktop support related activities and provide administrative direction and leadership for daily operational undertakings;
* Serve as a member of IT Management Team and participate in annual budget-building deliberations;
* Provide leadership, direction and supervision and day-to-day operational and technical support to members of the desktop and helpdesk support teams; mentor, coach and lead staff; create work assignments, establish priorities, monitor, review and supervise completion of assignments on time; conduct performance evaluations and initiate corrective actions; trains staff on new systems and develop professional growth opportunities;
* Oversee scheduling, prioritization and timely completion of service calls, work orders and projects and coordinate and escalate support issues with other IT units;
* Train, manage and administer a staff of Mac, Windows, and Linux technical professionals providing service and support to GC faculty, staff and students;
* Develop and establish phone/ticket escalation processes to ensure free flowing escalation and information within the organization; determine root cause of issues and communicate appropriately to internal and external customers;
* Coordinate all installations and fixes for desktop computers, printers, telephones, software, peripherals, etc. for public spaces and student, academic and administrative systems;
* Diagnose and resolve problems for a variety of hardware and software-related issues;
* Provide data and reporting of Key Performance Indicators and trends to IT department and others in ad-hoc, weekly, monthly meetings and as needed; drive BMC Track-It! System and develop strategies for improvement; monitor and manage phone queue as well as the CUNYfirst CRM ticketing system;
* Manage and administer the Help Desk N-Focus Automatic Call Distribution system and provide weekly status reports and metrics for decision-making;
* Oversee Knowledge Base and ensure top quality solutions are available to staff. Develop Service and Business Level Agreements to set expectations and measure performance. Develop an effective and workable framework for managing and improving customer IT support in the organization;
* Assist managers, directors, department heads, administrators, faculty, students and other users to resolve customer service issues in a timely and effective way, and follow up as needed;
* Meet with departments to analyze functional needs and recommend and deploy hardware, applications and other software to meet clients¿ needs;
* Provide expert guidance and consultation to members of the team on available solutions to automate work, including systems deployment, software distribution, and security management;
* Advise on new computer purchases and collaborate with IT Administrative Services and vendors in the acquisition of computer products for public student spaces and faculty/staff;
* Maintain centralized policy and procedures documentation and process flows for the function and controls, monitor and facilitate documentation of new of changes to policies and procedures;
* Engage in ongoing professional development activities;
* Perform other duties as assigned.
MINIMUM QUALIFICATIONS
1. Six (6) 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, data base administration or a closely related area.
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
A preferred candidate should have:
* 5 years managerial and leadership experience
* Extensive knowledge of enterprise class desktop software such as Windows 7, Mac OS X, Linux Red Hat, antivirus, remote management and troubleshooting, asset management and inventory, printing and call centers
* Technical computer skills as well as good interpersonal, management and customer service skills
* Knowledge of ITIL concepts including Service Management and Service Delivery and experience working within the ITIL Framework for Incident, Problem, Change, or Service Request Management; ITIL Foundation Certificate is preferred
* Experience with Windows Active Directory, LDAP and group policies
* Highly developed analytical skills and the ability to solve complex technical problems using a methodical systematic approach
* Experience with enterprise deployment systems (Symantec Ghost, Altiris, Casper) and enterprise monitoring and reporting systems
* Experience with Active Directory, MS System Center, or other systems management platforms
* Knowledge of TCP/IP protocol, routing concepts, and troubleshooting
* Experience with iOS, Android, and Windows Phone support, and mobile device management solutions preferred
* Ability to read, analyze, and interpret technical journals
* Excellent written and verbal communication and interpersonal skills and a strong customer service orientation
COMPENSATION
Commensurate with experience and qualifications
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
Click on "Apply Now" below which will bring you to the registration screen. If you are a new user, you must register to apply. If you already have a user ID, please use your existing ID to apply. Make sure to upload a cover letter, resume, and three (3) professional references (name, title, organization, and contact information) by the closing date.
CLOSING DATE
October 2, 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 Systems Manager, Level 2 (Provisional) - Desktop Support Manager
*Job ID:* 13264
*Location:* Graduate Center
*Regular/Temporary:* Regular