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Columbia University Senior Director of Technology Services and Support in New York, New York

  • Requisition no: 520065

  • Work Type: Full Time

  • Location: Campus|Morningside

  • School/Department: null

  • Categories: Information Technology

  • Job Type: Officer of Administration

  • Bargaining Unit:

  • Regular/Temporary: Regular

  • End Date if Temporary:

  • Hours Per Week: 35

  • Salary Range: Commensurate with experience

Position Summary

Reporting to the Assistant Vice President of Business School Information Technology, the incumbent is responsible for setting the strategy, goals and service level objectives for all phases of client facing technology support for the Business School’s students (MBA, EMBA, PHD, Executive Education), administrative staff, faculty and other affiliated constituents. The incumbent also manages academic technologies including classroom technologies and multimedia, including the school’s broadcast studio. S/he directly manages three direct reports: Directors of Faculty/Administrative Support, Multimedia Support and Student Support with oversight of technicians withing each team. The Business Schools technical support group has a staff of approximately 26 technology professionals, as well as seasonal student workers and also serves as a member of the school’s senior technology leadership team.

Responsibilities

  1. Partners with senior staff to set the strategic direction and oversees management and implementation of all aspects of client facing technology for the school.

  2. Manages the School’s technology constituent support management team and their respective staff, providing customer service and computing support for all student, faculty, and staff technology needs.

  3. Manage second-level support for Business School custom applications to ensure the resolution of application issues, problems, and enhancements as well as provide more opportunities for 1 st -level training and transition of more functions to front-line technicians to improve customer service.

  4. Works closely with campus IT leaders and clients to improve existing services, develop new services and provides technology planning support clients as required.

  5. Oversees operational management of technology team’s asset life cycle, including deployment, inventory control, recycling and proper disposal of equipment.

  6. Participates with the Faculty Computing Committee to facilitate the introduction of computing technology in the office and support expanded usage of technology within the business processes.

  7. Collaborates with the Information and Infrastructure Committee representing students to define short- and long range technology goals, anticipate student needs for new and/or modified services.

  8. Works with vendors to evaluate products, write performance specifications, establish service-level agreements, and resolve problems and issues. Interacts directly with IT service providers to ensure a high-degree of services delivery for contracted services. Ensures risk management and enterprise architecture processes are followed for all vendors.

  9. Is a thought-leader in the use and deployment of academic technologies. Manages these technologies including all classroom and conference room spaces.

  10. Manages multimedia services at the school, including the school’s broadcast studio.

  11. Simultaneously manages multiple, complex, high-visibility projects that are critical to the School.

Minimum Qualifications

Bachelor’s degree required. Minimum of 7-9 years related experience required, preferably in an application and user support management role with at least 6 years at the supervisory or project management level.

Working knowledge of end user computing technology. Service management, project management, application management, helpdesk/support and staff supervision experience required. Must have excellent communication (both oral and written) and problem-solving skills. Must be able to take the lead in discussions on the role of technology in the Business School environment relative to desktop and related client facing technology. Must be able to lead computer specialists as well as interact at a variety of levels with clients, including faculty, students, and Senior level administration in both the Business School and across Columbia University.

Preferred Qualifications

Experience with Learning Management Systems, academic technologies and multimedia production is strongly preferred. Project Management and ITIL certification is a plus.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.

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