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Under general direction, with wide latitude for independent initiative and judgment, the Assistant Manager for Campus Support Services oversees College-wide support for information technology. Responsibilities include direct supervision of the Department of Information Technology Resources campus support team charged with supporting the various College divisions and departments. Position requires extensive collaboration with other units of ITR (including Networks, Servers and Advanced Systems; Applications Systems; and IT Center Support) and effective coordination with IT staff working for other College departments, other CUNY campuses and University centralized computer services. Campus Support Services is user-oriented with the overall goal of facilitating the application of technology to the College's instructional, research and administrative activities and generally to the mission of the institution.
Lehman has implemented a mixed support model with the primary coordination function and service provision located in central IT, augmented by departmental and divisional support staff meeting specialized needs and high usage areas. The desktop environment includes Windows and Apple Macintosh personal computers and a wide range of peripherals located in staff and faculty offices, and in instructional labs. In addition to Internet access, some locations include local networks and workgroups.
The selected candidate must demonstrate a commitment to IT in higher education; a strong user support orientation; the ability to guide, support, train, motivate and encourage the technical support staff; an ability and willingness to communicate with non-technical staff, faculty and students; a mastery of current desktop hardware, operating systems and software with a particular emphasis on technologies in higher education; an ability and willingness to perform hands-on maintenance when necessary. The candidate should possess high technology skills and decision-making ability in situations related to these skills, and will serve as a resource person at the college. The selected candidate will contribute to decisions on IT policies and technical standards, and will perform a range of work in development/programming, communications, technical support, or similar functions necessary for the optimal performance and serviceability of the college-wide systems.
This position reports to the Manager of Academic and Campus Support in the Information Technology Resources Department.
GENERAL WORK TASKS:
Duties include but are not limited to the following:
TECHNOLOGY SERVICE DELIVERY:
Conducts or oversees major undertakings of significant complexity requiring extensive background knowledge. Completes highly complex projects in areas of technical expertise.
Diagnoses, evaluates and resolves complex problems in areas of expertise, communicating resolutions in an effective manner. Instructs others on implementation.
Ensures that adequate resources, including training, work space, documentation, hardware and software tools are available to technical support staff in order for them to successfully perform their functions
Develops, evaluates, implements, communicates and ensures compliance with security standards for desktop computers in collaboration with other departmental staff. Tasks in this area include the installation, maintenance and support for anti-malware software and hardware and encryption technology as well as technology to physically secure hardware.
Oversees the evaluation, installation, maintenance, repair and upgrading of desktop operating systems, peripherals such as printers, scanners, handheld devices, and common application software. Tasks include creation and distribution of images for multiple desktop models, ensuring compliance with copyrights and software licensing requirements, arranging repairs covered by service contracts or on a time-and-materials basis and an occasional need to support highly specialized equipment and software
Works with the departments and divisions in the setup, maintenance and management of instructional labs located outside of the centralized computer facility, especially in cases where local staff is not available.
Oversees the assessment of desktop systems in support of the College’s computer replacement program and the deployment of new systems including maintenance of records and inventory.
Provides direct training to technical support staff and arranges for outside training when needed; encourages staff development and upgrade of skills
Works with other units of IT and the College on special projects and events requiring, for example, temporary setup of computers and network access.
COMMUNICATIONS:
Coordinates major intra- or inter-college projects and actively participates in the University-wide initiatives. Develops programs for cooperative planning, allocation or consolidation of resources.
Demonstrates strong organizational and time management skills. Able to establish and maintain effective working relationships with faculty, students and staff members, with strong communications (written and oral) and customer service skills. Able to exchange information with others clearly and concisely.
Insures that IT problems are properly reported, assigned and tracked using specialized problem tracking software and other means
PLANNING & TECHNOLOGY OVERSIGHT SPECIFIC TASKS:
Participates in the preparation and review of hardware and software and prepares feasibility studies and specifications, and new proposals and their evaluations.
Reports on and participates in the studies of active and potential problems and develops appropriate solutions. Prepares proposals and substantive reports of a complex nature.
Report regularly to the Manager detailing the effectiveness of the campus support services and open service calls.
Ongoing evaluation of procedures by examining problem tracking data and other sources; development and implementation of procedures to improve service.
TECHNOLOGY & STRATEGIC PLANNING:
The incumbent is expected to be an active participant in the proposal, design, and development of technology and service delivery systems that bring increased operational effectiveness to campus constituents. This will include contributing to technology assessments to identify how IT resources can be enhanced to provide lower costs or enhanced solutions through advancements in technology as well as the identification of applications and technologies designed to increase the productivity and satisfaction of the College management.
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