IT Computer Systems Manager Level 3 (Help Desk), Provisional - Instructional Computing & Information Technology **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** Hunter College Helpdesk Manager is responsible for leading and managing all aspects of the helpdesk team and operations. This includes overseeing incident and request management, ticket prioritization and resolution, and managing ongoing projects and tasks to ensure excellent IT support for faculty, staff, and students. The Helpdesk Manager will work closely with other IT teams to align services with institutional goals and continuously improve processes. Key Responsibilities: • Oversee day-to-day operations of the helpdesk, ensuring timely and effective resolution of support requests and incidents. • Manage the ticketing system, including prioritization, categorization, and escalation processes to maintain service level agreements (SLAs). • Monitor helpdesk performance metrics and prepare regular reports on trends, resolution times, and user satisfaction. • Lead and manage a team of helpdesk technicians, providing guidance, mentorship, and performance evaluations. • Develop training programs to enhance team skills and ensure they stay up-to-date with evolving technology. • Schedule and allocate resources effectively to meet demand and maintain high service levels. • Ensure effective incident and request management by developing and implementing standardized procedures and best practices. • Act as an escalation point for complex or high-priority issues, ensuring prompt resolution. • Collaborate with other IT teams to address systemic issues and implement preventative solutions. • Foster strong relationships with faculty, staff, and students, acting as a liaison for IT support needs. • Develop user-facing resources, including FAQs, knowledge base articles, and training materials, to improve self-service capabilities. • Communicate effectively with end-users regarding system outages, changes, and updates. **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** Qualifications: • Strong leadership and team management skills. • Excellent problem-solving and decision-making abilities. • Proficiency in ServiceNow helpdesk ticketing systems and ITSM tools. • Knowledge of ITIL framework and best practices is a plus. 2 of 2 • Exceptional communication and interpersonal skills. • Ability to multitask and prioritize in a dynamic environment. • Technical proficiency in areas such as operating systems, network troubleshooting, and common software applications. Working Conditions: • This position typically operates in an office setting but may require occasional evening or weekend work to address critical issues or support institutional events. • The role may involve moderate physical activity, such as moving and setting up computer equipment. **COMPENSATION** $101,000 **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** Applications must be submitted online by accessing the CUNY Portal on City University of New York job website www.cuny.edu/employment or https://cuny.jobs/ and following the CUNYfirst Job System Instructions. To search for this vacancy, click on Search Job Listings, select More Options To Search For CUNY Jobs and enter the Job Opening ID number. 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. Please note that 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 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 committee will begin reviewing complete applications on Feb. 24, 2025. The search will remain open, and screening and review of applications will be ongoing-- until the position is filled. 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. Job ID 29660 Location Hunter College