Columbia University Operations Manager of Student Support in the Information Technology Group in New York, New York
Requisition no: 520952
Work Type: Full Time
Categories: Information Technology,Administrative Support
Job Type: Officer of Administration
End Date if Temporary:
Hours Per Week: 35
Salary Range: Commensurate with experience
Reporting to the Director of Student IT Services, the incumbent’s primary responsibility is to serve as the contact for the technology needs of the Columbia Business School student populations. The position, both independently and as part of a student support team, works with clients on a wide-ranging one-on-one basis, providing concierge access to the range of services ITG provides. All efforts of the student support team are coordinated by the team’s lead. The team also assists in supporting the School’s other clients when necessary. This position works with high level constitutes and is expected to act as a role model for the support organization both technically and professionally. The incumbent must have time management skills and a strong sense of personal responsibility for the needs of their clients. Columbia Business School is a leader in its field, and the incumbent must be able to accommodate a corresponding level of expectations and outcomes.
Responsible for end user support for assigned services. Provides day-to-day 1st and/or 2nd level support, both in person and remotely. Provides world-class service and support, includes VIP support. S/he has responsibilities for advanced support. Helps lead day-to-day activities of Support Specialists to ensure that all support needs are met. In collaboration with supervisor, works as a team lead or day-to-day operations coordinator with substantial efforts in process adherence and improvement. This individual works under minimal direction, often without supervision.
Responds to our clients’ in-person, email, and telephone requests for assistance on a wide-ranging one-on-one basis, providing concierge access to the range of services ITG provides. Retains ownership of all received requests to ensure follow through, from initiation to resolution. Follows up and interact with all clients to their satisfaction.
Installs and configures, and assists with installation of software and proper configuration of computers and mobile devices. Provides new clients with CBS’ computing environment orientation. Consults with our clients on their computing needs and purchasing decisions. Assists in the development and teaching of workshops on commonly used applications. Keeps abreast of current trends in IT. Works with senior leadership on strategic analysis of IT needs, prepares reporting for senior leadership and works to ensure the highest level of standards to the CBS community.
Serves as the point person for management of all documentation and FAQs to assist clients in their computing tasks. Coordinates the maintenance of a knowledge base of problems and solutions, and the web pages where it is presented. The knowledge base is a key reference in the resolution of future problems.
Consults with colleagues and vendors as needed while retaining ownership of issues as appropriate from initiation to resolution. Using ITIL-based software, tracks all issues and client requests. Troubleshoot, research and document problems and their resolutions.
Participates in the planning and implementation of upgrades, installations and hardware/software customizations. Performs break/fix work and software/hardware customizations. Installs moderate/complex software/hardware infrastructure. Manages all first level end user support of assigned services. In consultation with Director, leadership and other stakeholders, establishes and manages to appropriate key performance indicators and service level agreements.
Works closely with colleagues and senior leadership on process improvements and day to day management of user issues. Serves as the team lead for the student support team. Participates constructively in a team environment. Provides assistance to less senior team members. Gives guidance to other team members. May be responsible for directing and monitoring the work of team members. Occasionally performs routine maintenance and software/hardware upgrades of public access printers/scanners and workstations.
Researches and solves all computer-related problems for Business School students located across various locations. Direct responsibility for and oversight of team’s process compliance and process improvement. Allots significant time and effort to improving operational effectiveness and efficiency. Occasional travel between different buildings and offsite required.
Works with the team’s leadership to develop new solutions and improvements to existing systems.
Maintains good relationships with customers, peer technical groups and other IT support.
Participates in ITG project teams as requested. Assists other ITG teams when
needed. Performs other duties as required.
Bachelor’s degree and/or its equivalent required. Minimum 3-5 years related experience required.
Must have demonstrated strong verbal and written communication skills with the ability to explain technical issues to non-technical users. Strong customer service skills are required as is the ability to work with a wide variety of high level constituents including faculty, students and staff. Must be detail-oriented, self-motivated, have the ability to self-train, and require minimal direction while exercising good judgment. The ability to manage multiple, parallel activities, work under pressure and organize time and resources is a must. Expert level knowledge of key operating systems, system maintenance processes, and troubleshooting techniques. Demonstrates excellence in a variety of competencies including teamwork/ collaboration, analytical thinking, communication, creative problem solving, and influencing skills. Ability to mentor and train new team members. Proven ability to act as a change agent. Windows OS, Mac OS, Active Directory, endpoint deployment/configuration management suites, MS Office, virus protection, drive encryption products, patch management, security best practices, data backup/ retrieval, TCP/IP networking, and specialized statistical/ business related software.
Must be able to work weekends and evenings on a permanent or rotational basis as the need arises, as well as accommodate daily shift changes depending on seasonal academic schedules and team needs, with compensating days off. During the pandemic, the team has settled into a schedule that currently allows for working 3 or 4 days a week onsite and the rest remotely.
Experience in a higher education or other academic setting is highly desirable. Knowledge of all student-facing technologies is strongly preferred.
Equal Opportunity Employer / Disability / Veteran
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