The Manager, Client Services is responsible for the support of client-based hardware and software for all units of Columbia College. The Manager provides consultant services, service delivery structures, develops policies and documentation, manages projects, provides end-user training, and leads the development of new solutions and strategies. The Manager recommends the design and configuration of operating systems and system applications, investigates and analyzes the feasibility of system requirements, and develops system specifications. The incumbent identifies methods, solutions, and provides project leadership and management in order to provide a high level of system reliability. The incumbent is responsible for leading the Client Services group.
Works closely with the Executive Director, Information Technology and Strategic Analytics; Director, Web Development; Director, Software Development; and Director, Systems and Infrastructure, to deploy and support systems necessary to College's administrative and business processes.
Serves as a member of the CCIT leadership team.
Manages a staff of client support specialists through competing projects and demands; responsible for overall supervision, team and employee goal setting, and completion of performance evaluations.
Implements a strategy of centralized client support for Columbia College including, but not limited to, hardware and software standardization, software distribution, systems administration, licensing compliance, and user support.
Maintains client hardware and software configurations as per internal specifications. Assists in continual assessment, design, proposal, development, and implementation of procedures for the deployment, securing, maintenance, auditing, standardization, and consistency of the IT delivery infrastructure.
Develops and supports customized solutions to automate or optimize elements of Windows and Mac desktop infrastructure.
Researches and makes purchasing recommendations of hardware and software. Manages procurement, deployment, integration, maintenance, inventory, and record keeping for all Columbia College technology hardware and software purchases, and solutions delivery structures.
Supports and develops the department-wide intern program, which includes, but is not limited to, the development and implementation of intern orientation and professional development presentations.
Provides for all aspects of client support effort, including quality and consistency of service, request ticketing system, prioritization of support tickets, and optimization of services delivery timeline.
Responsible for the development, implementation, and maintenance of standard operating policies and procedures for the office operations and technology services. Researches best practices for policies and procedures and evaluates new technologies. Creates office and user documentation for policies and procedures.
Oversees several converging projects with different timeframes and deliverables; and negotiates with multiple stakeholders and schedules projects considering resource allocation needs, program priorities, and other constraints.
Hires and manages a staff of student interns.
Other duties as assigned.
Bachelor's degree and/or equivalent required. A minimum of three (3) to five (5) years related experience required.
Strong experience with:
Windows 7, 8, 10 installation, configuration, and support (medium to large scale support); Mac OS X installation, configuration, and support (medium to large scale support)
Active Directory and Group Policy management
Scripting languages such as PowerShell
Remote Desktop Services
Excellent customer service abilities and skills.
Familiarity and experience with project management principles and practices.
Outstanding attention to detail, as well as ability to conceive the larger picture in relation to strategic planning required.
Ability to prioritize and manage multiple tasks under short and changing deadlines, while ensuring timely and accurate execution.
Excellent analytical, oral and written communication, organizational, and interpersonal skills required.
Must be innovative and have the ability to work collaboratively and independently.
Must have the ability to exercise sound judgement, discretion and tact in a professional setting.
Ability to work as a member of a team, lead specialists, manage all aspects of projects, and provide consultancy to clients.
**Applications received without a resume and cover letter will not be considered.**
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Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 500117
About Columbia University
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.