New York Part Time Jobs

IT Service Desk and Training Manager (IT Senior Associate, Level 2)

GENERAL DUTIES

I.T. Senior Associates perform highly complex professional work in technology-related disciplines. While areas of specialization vary, typically I.T. Senior Associates perform a range of work in development/programming, communications, technical support, or similar functions depending on the needs of the Information Technology area to which they report. Work tasks include diagnosing, evaluating, overseeing and resolving highly complex projects. They have wide latitude for independent initiative and judgment and may serve in lead roles on complex programs or projects, and/or serve as a direct supervisor of a unit or group.

I.T. Senior Associates should demonstrate mastery of one or more technology-related disciplines, decision-making ability in situations related to those disciplines, and be able to serve as a resource in these areas. They may contribute to decisions on I.T. policies and technical standards.

This job is in CUNY's Classified Civil 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

IT Senior Associate

FLSA

Exempt

CAMPUS SPECIFIC INFORMATION

The City College of New York {CCNY) is the founding institution of the City University of New York {CUNY), serving over 16,000 undergraduate and graduate students and 5,000 faculty, staff, and researchers. Leading CUNY in funded research, CCNY hosts research centers, including two new advanced research centers.

We are seeking a skilled IT Service Desk and Training Skills Manager to provide comprehensive technical and administrative support to our college community. This unique role blends the crucial responsibilities of leading our service desk with the dynamic task of developing and delivering engaging IT training programs.

He/she will be instrumental in ensuring smooth technology support for our faculty, staff, and students while empowering them with the skills they need to thrive in the digital landscape. She or he will also confer with students and instructors on systems administration-related matters and special projects. In fulfilling her or his duties, the Manager will provide comprehensive technical and administrative support collaborating with other IT units, including Networking, IT Operations, User and Instructional Support Services, and Business Services.

The IT Service Desk and Training Support Manager plays a pivotal role in ensuring the smooth operation of the College IT service desk and training programs. This position is responsible for leading a team of service desk professionals and developing comprehensive training initiatives to empower the university community with the skills needed to utilize technology resources effectively.

Responsibilities:

• Coordinate the delivery of IT training and support services to end-users, such as developing training materials, conducting training sessions, and serving as the primary point of contact for IT-related inquiries and issues.

• Ensure the efficient and effective operation of the IT service desk.

• Serve as a subject matter expert on IT systems and applications used across the campus

• Collaborate with other IT and administrative departments to align IT service delivery with the college's strategic goals and priorities.

• Oversee the comprehensive IT support and training to the campus community.

Communication and Collaboration:

• Maintain clear communication channels between the service desk, IT departments, college and university faculty, staff, students, and researchers.

• Develop and maintain documentation for service desk procedures and training programs.

• Represent the service desk at IT meetings and college and university committees. Service Desk Management: Lead and manage a team of IT service desk technicians, providing

• coaching, mentoring, and performance feedback.

• Develop and promote service desk policies and procedures, adhering to ITIL best practices.

• Track and monitor service desk performance metrics, identifying areas for improvement.

• Coordinate the investigation and resolution of complex IT issues, escalating as needed.

• Develop and maintain the service desk LMS and knowledge base.

• Build and maintain positive relationships with faculty, staff, and students by meeting regularly and proactively with stakeholders and serving on committees Training Development and Delivery:

• Recruit and develop a training resource development team to develop training materials and deliver synchronous and asynchronous content in the form of workshops,

• presentations,

• Evaluate the IT training needs of our faculty, staff, and students through stakeholder

• collaboration.

• Develop and deliver engaging and effective training programs on various IT

• topics, including cybersecurity, software applications, and emerging technologies.

• Partner with IT, academic, and administrative departments to ensure training programs align with business needs.

• Develop and maintain training materials, including online materials, in-person

• workshops, and online in-person hybrid presentations.

• Evaluate the effectiveness of training programs and make improvements as needed.

• Stay up-to-date on the latest IT trends and technologies to inform training content.

MINIMUM QUALIFICATIONS

1. High School Diploma, G.E.D., or equivalent

2. An equivalent of ten years of experience post-high school that can be met by one of the following: ten years of full-time work experience in a computer or technology related position; an Associate's degree plus eight years of full-time work experience in a computer or technology-related position; or a Bachelor's degree from an accredited institution plus six years of full-time work experience in a computer or technology-related position

3. Demonstrated English Language proficiency

4. A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions.

This title has three levels. In addition to the minimum qualifications above, To qualify for Levels 2 and 3, additional qualifications, such as education, experience, or certification relevant to the area of specialization are required.

OTHER QUALIFICATIONS

Preferred Qualifications:

• Experience administering Service Desk ticketing systems and generating metric reports

• Experience administering LMS systems, including Blackboard, PeopleSoft (CUNYfirst), Service Now, Workday, Brightspace, Microsoft 365

• Expertise with ITIL Best Practices and Procedures

• Experience in MS Windows, Macintosh, and Linux operating systems

• Strong understanding and implementation of ITIL best practices and principles.

COMPENSATION

Salary: $111,013

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

If you are viewing this job posting in CUNYfirst, please click on "Apply Now" on the bottom of this page and follow the instructions.

If you are viewing this job posting externally, please apply as follows:

Go to www.cuny.edu and click on "Employment"

Click "Search job listings"

Click on "More options to search for CUNY jobs"

Search for Job Opening ID number: 29858

Click on the "Apply Now" button and follow the instructions.

PLEASE NOTE THAT YOU MUST UPLOAD A COVER LETTER AND RESUME AS ONE DOCUMENT IN ANY OF THE FOLLOWING FORMATS: doc, .docx, .pdf, .rtf, or text format.

CLOSING DATE

March 14, 2025.

JOB SEARCH CATEGORY

CUNY Job Posting: Information Technology/Technical

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

29858

Location

City College of New York