Job Title: IT Computer Systems Manager, Level 2 (Temporary) (Instructional Computing and Information Technology)
Job ID: 21091
Location: Hunter College
Full/Part Time: Full-Time
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
Computer Systems Manager
CAMPUS SPECIFIC INFORMATION
Instructional Computing and Information Technology (ICIT) at Hunter College is seeking a Computer Systems Manager, Level 2 the College's role in IT service delivery. The Senior Manager of User Services will report to the Deputy Chief Information Officer and is a member of the leadership team. The Senior Manager of User Services will share in the responsibility of providing Hunter College with technology support services. The Senior Manager of User Services is responsible for developing and maintaining support services that ensure student, faculty and staff questions and problems are resolved in a timely and professional manner. The Senior Manager of User Services serves as the main point of contact for resolving student, faculty and staff technology issues which include IT asset management, hardware and software configuration, installation, troubleshooting and repair, and support of the TeamDynamix ITSM system. The Senior Manager of User Services is responsible for developing and managing the User Services divisions within the department of Instructional Computing and Information Technology including the Helpdesk and Desktop Support.
Additional Duties Include:
Support and management of Help Desk, Desktop Support & VIP (Executive) Support
Day-to-day oversight of all User Services activities as well as manages ongoing projects and tasks
Manage IT staff and associated assignments within the Help Desk, Desktop Support, and VIP teams
Assists with the professional and technical development of Service Desk Team which include the Desktop Support team and Helpdesk
Create and manage dashboards for the ITSM system for ticket management
Monitor ticketing queue for day to day user issues
Develop a performance measurement framework and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills in order to enhance the quality of support delivered
Develop, maintain and document formal standard operating procedures.
Act as the escalation point for Helpdesk and Desktop Support incidents and requests
Act as point of contact for any university related Service Desk issues.
Hire, manage and retain a qualified Helpdesk and Desktop Support team
Implement methodologies to improve first call resolution, manage customer perceptions and build strong internal relationships
Advise management on situations that may require additional client support or escalation
Participate in group projects, including working with staff and faculty.
Review the quality of work, train and evaluate User Services staff and provide instruction on technical issues.
Train User Services staff on usage of the College/university ITSM system(s)
Work collaboratively with other User Services managers
Work with other staff to develop and produce documentation and handouts for the programs and services that User Services provides to the community
Perform other duties as assigned.
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.
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.
Candidates must have filed for and taken the Computer Systems Manager exam (Exam # 9012) in order to be considered.
Commensurate with qualifications and experience.
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 the "Apply Now" button and follow the application instructions. Please have your curriculum vitae/ resume and scholarly interest or cover letter with names and contact information of 3 references available to attach into the application before you begin. Please note that the required material must be uploaded as ONE document. The document must be in .doc, .docx, .pdf, .rtf, or text format- and name of file should not exceed ten (10) characters – also DO NOT USE SYMBOLS (such as accents (é, è, (â, î or ô), ñ, ü, ï , –, _ or ç)).
The search will remain open until the position is filled. The committee will begin reviewing complete applications on October 11, 2019. Applications submitted after the deadline will only be considered if the positions remain open after initial round.
JOB SEARCH CATEGORY
CUNY Job Posting: Managerial/Professional
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.
Internal Number: 21091
About Hunter College (CUNY)
Hunter College, located in the heart of Manhattan, is the largest college in the City University of New York (CUNY) system, one of the oldest public colleges in America, and a national leader in urban public education. More than 23,000 students currently attend Hunter, pursuing undergraduate and graduate degrees in more than 170 programs of study. Graduates of Hunter's nationally-renowned professional schools (the School of Education, the Silberman School of Social Work, and the Hunter-Bellevue School of Nursing) become the teachers, social workers, nurses and health care professionals who dedicate their lives to serving New York City and the nation. They are the embodiment of the Hunter College motto: Mihi Cura Futuri – "the Care of the Future is Mine". With the myriad opportunities found in New York City, and world-renowned faculty to guide them, Hunter's students embark upon their bright and illustrious futures and begin to achieve their version of the American Dream!