Due to current circumstances, remote work may be available, and the Mailman School of Public Health is piloting options for hybrid work environments going forward.
Reporting to the Director of IT Client Services, the Manager of IT Operations & Support (MOS) is the operations leader, responsible for managing and overseeing the day-to-day technology operations for all CUMC endpoint devices. In addition, the position works directly with the A.V. Manager in supporting all CUMC IT services, applications, mobile devices, educational events, and collaboration technology, focusing on the user experience in monitoring the quality of the services we provide.
Additionally, the MOS functions as the primary escalation point for high priority and critical issues, monitors and ensures that service levels are maintained, and together with the Director of IT Client Services, is the subject matter expert on all MSPH IT services offered to all MSPH faculty and staff and the inhouse experts for all CUIMC IT services.
Specific Responsibilities include:
Monitors workflow to ensure Servicedesk staff adhere to Service Level Agreement (SLA) compliance on stale and aged tickets, VIP, hot issue, problem, and critical issues; escalates issues to Director.
Assigns all ServiceDesk incidents or service requests. Evaluate support team members??? day-to-day performance and assist the Director with mentoring, counseling, disciplining, and appraising annual employee performance.
Following up on submitted customer survey feedback to address any concerns and ensure end-user satisfaction. Escalate any recurring or significant issues to Director to design an improvement plan.
Coordinates, assigns, and reviews work and will oversee the support team???s work schedules; maintains standards; monitors work status in progress; inspects completed work assignments; answers questions; gives advice and direction as needed.
Manages and responds to requests for the installation, troubleshooting, and maintenance of information technology equipment and services and serves as the subject matter expert on all IT service offerings.
Utilizes Project Management methods, techniques, and tools to assure effective and timely completion of IT activities.
Ensures the installation, configuration, testing, maintenance, monitoring, and troubleshooting of end-user workstations and related hardware and software are delivered within required service levels.
Develops and implements department guidelines related to the IT service desk with support from the Director. Suggests policies that may need to be rolled out.
Assists in developing emergency recovery plans concerning CUMC IT technology resources.
Troubleshoots and repairs information technology equipment as necessitated by demand or complexity.
Works with procurement in developing production-ready standards for all new hardware and software released into production
Researches technology for possible application to department operations, goals, and objectives.
Works with the A.V. manager to identify incident trends and other audiovisual needs
Execute and follow strategic plans and initiatives led by the Director of IT Client Services for possible impact on Servicedesk support resources.
Assists Director in developing annual service desk and classroom tech operating budget; monitors and reviews associated expenditures
Performs related work as assigned.
Oversee incident response and supports Director in running any post mortems required to identify root causes
Develop and review weekly and monthly reports on desktop performance and trends; Work with Director on any required remediation/improvement plan.
Ensure all processes used by the service desk are based on best practices, thoroughly documented in the SOP manual, audited for accuracy, and revised as needed to meet changing customer needs
Ensure processes comply with University, Medical Center, and School policies and procedures
Serve as Level 3 tech expert for team's incident/request escalations
Works with the team to troubleshoot Level 1 network issues for our satellite, off-campus spaces and as a tech adviser to ICAP Ops for CORE or third-party vendors escalations.
Assists in managing special projects assignments that impact IT Client Services, i.e., Windows 10 migration or A.V. upgrade of our auditorium.
Serve as secondary liaison with CUIMC IT regarding endpoint management, network access, and security
Collaborates with the Director of IT Client Services to identify new tools that advance productivity and security.
Assists the Director of IT Client Services in implementing and standardizing all quality control procedures. The monthly process will include the review of random support tickets, technician feedback, and coaching sessions on a minimum of 2% of the groups monthly volume
Assist in the development of technician scorecards needed to identify training and performance gaps within the team
Four years of related experience - Bachelor???s degree or equivalent in education and experience required.
4+ years desktop support with some supervisory experience. Call center and genius bar experience as a tech or manager preferred; A.V. tech experience A+
Customer service experience in a healthcare/research /Higher Ed environment
CompTIA A+ certification
In-depth experience with Service Now or another service catalog/incident management tools, including performance analytics/reporting A+
In-depth troubleshooting experience with:
MAC OS, Windows, Android, IOS devices
MS 365 Online and other productivity software
Experience with cloud-based endpoint management tools; Specific experience with Windows inTune, Jamf, Privilege Guard (Beyond Trust), SCCM, Windows AutoPilot, A+
Experience with presentation tech ??? Crestron controllers, sound systems, projectors, etc.
Strong leadership and team building
Ability to explain highly technical issues to non-technical people; user training experience
Ability to work with leadership to set and manage performance expectations both for staff and customers
Experienced and comfortable communicating negative news
Ability to write clear, concise proposals and issue summaries
Budget planning experience is a plus
Self-motivated/directed, collaborative, candid
Excellent oral communication
Ability to manage priorities in a high volume, fast-paced environment
Data-driven decision making
Thorough understanding of TCP/IP networking -- subnets, VLANs, etc.
Familiarity with data security and disaster recovery best practices and tools ??? hard drive encryption, clean slate or equivalent, secure file sharing, secure back-up and restore, etc.
Certification in ITIL Service Management Strongly preferred
AWS or Azure cloud-related training A+
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.