User Services Manager

IT Computer Systems Manager, Level 2 / User Services Manager (Provisional)

Job ID: 16786

Compensation: $82,000 - $95,000

Closing Date: Open until filled with review of applications to begin on July 5, 2017

Campus Specific Information:

The Graduate Center (GC) is the principal doctorate-granting institution of the City University of New York (CUNY). Offering more than thirty doctoral degrees from Anthropology to Urban Education, and fostering globally significant research in a wide variety of centers and institutes, the GC provides academic training in the humanities, sciences, and social sciences. The Graduate Center is also 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 Assistant Director for Client Services, the User Services Manager is a technical hands-on leader who is a member of the IT Management Team. This position provides state-of-the art expertise for delivering desktop support by leading, managing, evaluating and developing the technical IT Services staff and desktop support specialists for the GC, ASRC and other remote sites. The User Services Manager will interface with on-site and remote IT managers and technical staff and participate in resolving escalations and coordinating the communication of service status related to service requests and ongoing projects.

Duties include but are not limited to:
- Lead, plan, design, coordinate and manage the daily operational and technical activities of desktop support teams located at the GC, ASRC and other remote sites; engages with IT staff at multiple sites ensuring alignment regarding team goals, required training, process improvements, and workload projections
- Serves as a member of the IT Management Team and participates in the annual Planning and Assessment process and budget-building deliberations
- Manages and trains a staff of Mac, Linux, and Windows technical professionals who provide service and support to the GC and ASRC faculty, staff and students
- Oversees onsite and remote scheduling, prioritization, and timely completion of service calls, work orders and projects, and coordinates and escalates support issues with other IT units
- Mentors and coaches staff; creates work assignments, establishes priorities, monitors, reviews and supervises completion of assignments on time
- Represents the goals and objectives of the IT Client Services Division at the GC and remote sites
- Manages and coordinates the implementation of Instructional Technology programs into the classrooms while providing professional development to teaching staff in the use of technology applications to enhance and support learning
- Oversees technical testing and migration of desktop/client systems and services, ensuring compliance with requirements, and minimal disruption to current operations
- Works with the Infrastructure and Application teams to ensure that all systems and services placed into production have adequate support plans, including training for IT Services Technicians and support staff
- Develops implementation plans for dealing with complex requests for change or for the introduction of new services, evaluating risks to integrity of infrastructure and the effectiveness of change implementation
- Collaborates with the IT Security Manager to conduct security risks and vulnerability assessments for defined business applications or IT installations in defined areas, and provide advice and guidance on the application and operation of elementary physical, procedural and technical security controls related to the desktop environment
- Manages the installation, configuration and support of the GC’s Avaya VoIP and TDM desktop phone systems; oversees arrangement of all new telephone lines, coverage paths and bridge appearances, and works fluently with the Avaya Aurora Communications Manager console
- Develops Service and Business Level Agreements to set expectations and measure performance; develops an effective and workable framework for managing and improving customer IT support at the GC and ASRC and other remote sites
- Develops phone/ticket escalation processes to ensure free flowing escalation and information within multiple organizations; determines root cause of issues and communicates appropriately to internal and external customers
- Creates, edits and maintains policies, standards, processes, systems, and measurements that enable IT to achieve operational SLAs with respect to service performance, availability, security, risk, and compliance at the GC and ASRC and other remote sites
- Collaborates with remote sites to coordinate and monitor quality of deliverables, ensuring that all installations and fixes for desktop computers, printers, telephones, software, peripherals, etc. for public spaces and student, academic and administrative systems are done in a timely and efficient manner
- Makes hardware and software procurement recommendations; plans and oversees the deployment and installation of hardware and software at the GC, ASRC and other remote sites
- Provides data and reporting of Key Performance Indicators and trends to IT department and others in ad-hoc, weekly, monthly meetings and as needed; manages and administers our BMC Track-It! System and develops strategies for improvement; monitors and manages the phone queue as well as the CUNYfirst CRM ticketing system
- Engages in professional growth opportunities to remain current with trends, demands, and technologies in a rapidly changing workforce and guides development by identifying skill needs, delegating tasks, and maintaining positive relationships between team members
- Performs other responsibilities as assigned.

General Duties:

I.T. Computer Systems Managers manage and direct an Information Technology area 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

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:
- Five (5) years of experience primarily in a managerial role supervising staff on a daily basis.
- Extensive knowledge of enterprise class desktop software such as Windows 7/10, Mac OS X, antivirus, remote management and troubleshooting, asset management and inventory
- Two (2) or more years of hands-on experience leading, managing and mentoring remote desktop support teams
- Strong technical computer skills as well as excellent interpersonal, management, and customer service skills
- Knowledge of ITIL concepts including Service Management and Service Delivery;  experience working within the ITIL Framework for Incident, Problem, Change, or Service Request Management
- ITIL Foundation Certificate
- 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 (SCCM & Casper) and enterprise monitoring and reporting systems
- Knowledge of TCP/IP protocol, routing concepts, and troubleshooting
- Experience with iOS, Android, and Windows Phone support, and mobile device management solutions
- Ability to prioritize workload and take initiative

How to Apply:

1. Please apply using the link below:

https://home.cunyfirst.cuny.edu/psp/cnyepprd/GUEST/HRMS/c/HRS_HRAM.HRS_CE.GBL?Page=HRS_CE_JOB_DTL&Action=A&JobOpeningId=16786&SiteId=1&PostingSeq=1

Click on "Apply Now" 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 contact information for three (3) professional references (name, title, and organization). Please upload all documents in Word or PDF format.

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Equal Employment Opportunity:
CUNY encourages people with disabilities, minorities, veterans and women to apply.  At CUNY, Italian Americans are also included among our protected groups.  Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.