IT Services Manager

Description
Closing Date - Open Until Filled

POSITION DESCRIPTION AND DUTIES

General Characteristics
Under the direction of the Director of IT User Services, with considerable latitude for independent initiative and judgment, the IT Services Manager is responsible for supervising IT staff on duty during the evening, or “second shift”; this includes leading and directing Help Desk staff, Audio-Visual staff and IT training staff on a daily basis, as well as other IT staff involved with a variety of specific projects and initiatives. The IT Services Manager is responsible for ensuring that end users are receiving the all appropriate assistance and for managing all procedures and processes related to the identification, prioritization, escalation and resolution of end-user help requests, including the monitoring, tracking, and coordination of all Help Desk and Audio-Visual service functions. In addition, this individual is required to fulfill a variety of technical activities, including hands-on servicing of desktop computer equipment, hardware and software.

This position requires proficiency with desktop computer technology, familiarity with audio-visual classroom and auditorium technologies, knowledge of the broader principles of an IT networked environment, demonstrated leadership and management abilities and excellent communication, teamwork and people skills.

Specific Responsibilities
• Direct, plan, coordinate, organize and manage on a daily basis the professional and technical Help Desk staff, desktop support specialists, audio-visual technicians and specialists, and instructors delivering training sessions, to ensure the effective and efficient delivery of customer service and IT support to students, faculty and staff of The Graduate Center, as well as guests and external clients.
• Coordinate and oversee the work of other professional and technical IT staff (spanning User Services, Audio-Visual Services, Enterprise Networks & Systems, Application Development, Research Computing and Administrative Services) engaged in specific projects and initiatives.
• Serve as a liaison between IT and end-users (including Students, Faculty, Staff, Administrators, external clients conducting activities in auditoria venues and guests), to ensure that services are being provided effectively and efficiently and that needs are being met.
• Demonstrate extensive knowledge of PC/Mac computer hardware, software, peripherals, and operating systems including Windows and Mac OS, by coordinating and/or performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Demonstrate familiarity with audio-visual hardware, software, peripherals, and management systems, by coordinating and/or performing set-ups, trouble-shooting activities and problem resolution, instruction to end-users and decision-making in response to special requests and unforeseen circumstances (especially with regard to programming in the public spaces).
• Manage the processing of incoming requests to the Help Desk and Audio-Visual Services via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Monitor system performance across various platforms in IT; perform, assist, and follow up on advanced and specialized IT systems support work and troubleshooting.
• Oversee the breadth of day-to-day desktop computing activities including maintenance, change-management, performance monitoring, patching and version upgrades, anti-virus and anti-spyware, and security, throughout the GC.
• Oversee the function and management of computing classrooms, “smart” classrooms and meeting spaces, student computing laboratories, and distributed computer clusters, as well as desktop computing systems for faculty and associated academic support staff, videoconferencing facilities,

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