User Services Manager (Computer Systems Manager Level 5) - Office of Computing and Information Services

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

CONTRACT TITLE

Computer Systems Manager

FLSA

Exempt

CAMPUS SPECIFIC INFORMATION

New York City College of Technology (City Tech) of the City University of New York (CUNY) is a comprehensive college in downtown Brooklyn which offers 58 associate and baccalaureate degrees. The Office of Computing and Information Services welcomes applications for a full-time User Services Manager position at the rank of Computer Systems Manager Level 5. This position will be in Provisional status.

The User Services Manager will be responsible for overseeing the daily operations and strategic projects of one or more IT units towards advancing the educational mission of the College. The Manager is a trusted and experienced advisor to the CIO/VP and will manage and direct all activities in support of our help desk services to faculty, staff, and students. The User Services Manager will oversee delivery of IT desktop support, service desk assistance, and establishment and implementation of Access Management practices for the entire College community, including hybrid (both on-site and remote) employees and students. The User Services Manager will also serve as the project manager for areas of responsibility. They will coordinate projects with external constituents such as vendors and contractors including the development of Statements of Work/RFPs, reviewing vendor submissions, managing budgets and overall quality control.

The User Services Manager will provide supervision, mentoring and performance appraisals of full-time and part-time staff. They are expected to cultivate a customer-centric culture within the service desk team, emphasizing communication, professionalism, and empathy.

Reporting to the Chief Information Officer/ Vice President of IT (CIO/VP), the User Services Manager will:

• Provide day-to-day oversight of all User Services activities, including incident and request management, ticket prioritization, and resolution, as well as managing ongoing projects and tasks.

• Staff and train team of technical support specialists for PC support, helpdesk support, AV support, and training support initiatives. Develop and maintain service desk processes, procedures, internal KBs, training, and best practices to ensure efficiency and service quality. Ensure the necessary tools are available to on-site user support technicians for proactive and responsive services. Lead and mentor all College service desk teams and agents, providing guidance, coaching, and performance evaluations as part of the annual performance review process.

• Monitor and analyze service desk metrics to identify repeat and connected issues, volume of specific requests, and general trends in order to identify areas for improvement. Drive continuous improvement initiatives to streamline processes, reduce incident resolution times, and boost customer satisfaction.

• Review and draft IT Policies and Procedures for end users, for consideration and implementation by the CIO/VP.

• Develop formalized project plans using industry standard solutions, and oversee, plan, manage, and coordinate complex information technology projects related to IT Service Desk from initiation to completion, including defining project scope, creating/updating project plans and work breakdown structures, scheduling project deliverables, goals and milestones, identifying and managing project risks, determining resource needs, obtaining signoff on project deliverables, etc.

• Assist the CIO/VP and the Web Application Development & Systems Integration Manager in developing annual and long-term plans and associated budgets while coordinating with the Budget and Procurement offices for purchase needs.

• Provide ongoing review of system operating requirements in alignment with budget planning, and produce up-to-date system and process documentation and inventories. Coordinate rollout of new PCs, laptops, printers, etc. in accordance with applicable replacement schedules as well as associated licensing.

• Review campus-wide assessment of cyber security risks with campus Security Manager and establish mitigation efforts and awareness campaigns.

• Evaluate existing business practices in consultation with various campus units and propose solutions to assist with improving efficiencies through innovative approaches.

• Participate in regular meetings with staff and IT management to review status, performance, and other topics as required.

• Liaise with key technology teams at CUNY CIS and other campuses.

• Participate in various compliance, discovery and audit activities pertaining to IT User Services on the campus.

• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

Six (6) years of progressively responsible full-time paid information systems technology experience,at least eighteen (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 (1) year of college for six (6) months of experience up to a maximum of four (4) years of college for two (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 eighteen (18) months of administrative or managerial experience described above.

Experience in an administrative capacity must include, but is not limited to, responsibilities such as: monitoring an IT budget; reviewing and approving IT procurement and invoice payments; reviewing and approving contracts with vendors; monitoring and approving IT projects; setting standards and best practices; risk evaluation (e.g., security, reputational, operational); organizational development; chairing or participating in IT Governance and Advisory committees; and/or overseeing vendor relationship management.

Experience in a managerial capacity must include, but is not limited to, responsibilities such as: strategic planning for an office/division; creating and implementing policies; setting standards and best practices; defining and documenting project scope; root cause analysis with recommendations; collaborating with other managers and executives to define future state of IT program; and/or forecasting.

The following types of experience are not acceptable: superficial use of preprogrammed software without complex programming, design, implementation or management of the product; use of a word processing package; use of a hand-held calculator; data entry; operation of data processing hardware or consoles.

OTHER QUALIFICATIONS

In addition to the minimum qualifications, the following knowledge, skills, and abilities are preferred:

• A Master's degree in Computer Science or Information Technology with a strong background in information security is highly desirable.

• The preferred candidate will have experience leading people and successfully effecting change by building coalitions.

• Six (6) or more years of progressively responsible experience in the management, development, and implementation of computing systems.

• Three (3) or more years of experience managing IT teams of 10 or more individuals in a service-oriented organization, including managing conflict and using team motivational techniques in diverse environments.

• Professional experience formally managing multiple projects using PMBOK principles while managing a budget and experience with contract and vendor negotiation is highly desirable.

• Experience with business process modeling, requirements analysis, and process improvement.

• Strong working knowledge of Windows servers and desktops, Microsoft Exchange, Microsoft SQL, software applications, Cisco networking and unified communications, wireless infrastructure, information security, IT disaster recovery, virtual desktop computing (sCitrix), Storage Area Networks (EMC), network monitoring/management tools (e.g. Solarwinds).

• Experience with Peoplesoft, Course Management Systems (Blackboard), Sharepoint, and Web Content Management Systems is desirable.

• Ability to lead and participate effectively as a member of a collaborative team.

• Knowledge of current trends in information technology.

• Excellent verbal and written communication and presentation skills while establishing strong working relationships with various constituent groups.

• Effective problem-solving skills and the ability to think creatively but ethically for solutions to problems.

• Availability to resolve time-sensitive and critical issues as needed.

COMPENSATION

$113,412.05 - $123,412.05

CUNY's benefits contribute significantly to total compensation, supporting health and wellness, financial well-being, and professional development. We offer a range of health plans, competitive retirement/pension benefits and savings plans, tuition waivers for CUNY graduate study, and generous paid time off. Our staff also benefits from the extensive academic, arts, and athletic programs on our campuses and the opportunity to participate in a lively, diverse academic community in one of the greatest cities in the world.

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

Visit www.cuny.edu, access the employment page, log in or create a new user account, and search for this vacancy using the Job ID or Title. Select "Apply Now" and provide the requested information.

Candidates should provide a resume and cover letter.

CLOSING DATE

Open until filled with review of resumes to begin on or after May 28, 2024.

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.

Job ID

28489

Location

NYC College of Technology