IT Academic Technology User Services Manager (HEA) - ICIT

　　Job ID

　　27492

　　Location

　　Hunter College

　　Full/Part Time

　　Full-Time

　　Regular/Temporary

　　Regular

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　　POSITION DETAILS

　　The IT Academic Technology User Services Manager will report to the Dir of Media Services & Capital Projects. In addition to CUNY title overview, responsiblities include but are not limited to the following:

　　Oversee all Day-to-day User Services activities as well as undertake ongoing projects and tasks; and provide and manage executive-level support.

　　Manage IT staff and associated assignments for faculty and staff 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.

　　Configure and manage categories, workflow, dashboards, etc., within the ServiceNow ITSM system for ticket management.

　　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.

　　Prepare, maintain and document formal standard operating procedures.

　　Monitor ticketing queue and 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.

　　Design and implement training to User Services staff on usage of the College/university ITSM system(s).

　　Collaboratively work other IT Managers and staff to develop and produce documentation and handouts for the programs and services that User Services provides to the community.

　　QUALIFICATIONS

　　Bachelor's Degree and six years' relevant experience required.

　　CUNY TITLE OVERVIEW

　　Manages a range of academic technologies to support College instructional goals.

　　Manages and supports the operations of University-wide and College-specific instructional technologies, multimedia centers, and/or research units

　　Assures successful adaptation of new academic systems within the existing College environment

　　Communicates regularly and proactively with the academic systems user community concerning technology needs, new projects, and policies

　　Recommends and acquires technology upgrades and improvements

　　Serves as project manager for the introduction of new technology and equipment

　　Manages day-to-day operations, overseeing assigned staff

　　Performs related duties as assigned.

　　Job Title Name: IT Academic Technology Manager

　　CUNY TITLE

　　Higher Education Associate

　　FLSA

　　Exempt

　　COMPENSATION AND BENEFITS

　　Salary commensurate with education and experience ($82,928 - $117,805).

　　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.

　　HOW TO APPLY

　　Applications must be submitted online by accessing the CUNY Portal on City University of New York job website www.cuny.edu/employment. To search for this vacancy, click on SEARCH ALL POSTINGS and in SEARCH JOBS field, enter the Job Opening ID number 27492

　　Click on the "APPLY NOW" button and follow the application instructions. Current users of the site should access their established accounts; new users should follow the instructions to set up an account.

　　Please have your documents available to attach into the application before you begin. Note, the required material must be uploaded as ONE document under CV/ Resume (do not upload individual files for a cover letter, references, etc.). 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)).

　　Incomplete applications will not be considered.

　　Please include:

　　Cover Letter and/ or Statement of scholarly interests

　　Curriculum Vitae/ Resume

　　Names and contact information of 3 references

　　Upload all documents as ONE single file-- PDF format preferred.

　　CLOSING DATE

　　The search will remain open until the position is filled. The committee will begin reviewing complete applications on November 24, 2023. Applications submitted after the deadline will only be considered if the position/s 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.