Job No: 495788 Work Type: Staff Full-time Department: Information Technology Services Location: Wilf Campus, 500 West 185th Street, NY, NY Categories: Information Technology
Position Summary:
Client Services is the first point of contact for students, faculty, and staff seeking help with technology. Client Services helps the University community use technology effectively and efficiently. Staff members take the lead in supporting productivity and collaboration tools for the university community; securely managing administrative devices; student computing; and other hardware and software issues. The Director leads and directs the staff who work in the Client Services Group that provides technical and customer support for a wide range of services such as device management, Office 365, campus hardware and software, and printing.
Position Responsibilities:
Work with the rest of the ITS management team to set the strategic goals of the unit
Provide advice and guidance to the CIO regarding departmental planning, policymaking, staff utilization, use of technology and resource allocation and special projects
Report to the CIO
As a member of the IT management team, envision and articulate technology trends and their impact on the University environment in order to define new services and initiatives, especially those that relate to device management
Plan new initiatives and organize resources to ensure unit objectives
Direct, plan, and implement the activities of the Client Services Group
Manage the Client Service Area Group that provides hardware, software, printing, and computing services
Review, revise, and implement policies and procedures to ensure effective delivery of these services to the campuses
Monitor that service, security, and quality assurance standards are met
Deal with support issues and problems
Manage the Client Services. Set priorities, assign projects, and provide guidance to staff in all areas of their work but particularly when solving complex technical problems
Evaluate employee performance, help set goals, and provide feedback. Assess needs for professional growth and recommends development opportunities
Empower and lead team to achieve objectives. Communicate management decisions to staff, and staff concerns to management
Responsible for recruiting, selection, and training of new staff and student workers
Manage staff providing support to campus customers using IT services such as Office 365. Virtual servers, file storage, GoogleApps, Office365, active directory, mailing lists, printing
Direct and lead the staff in the use of ITIL management software Service Now
Projects include developing and implementing migration strategies, testing, troubleshooting, creating documentation, and providing ongoing support to customers
Partner and collaborate with University IT leaders, campus customers and IT staff to evaluate, test, recommend and implement best practices and tools for use on client desktops and mobile devices, in order to provide a more secure network and computing environment for the university
Initiate the development, implementation, and maintenance of policies, objectives, short- and long-range planning; develops tracking and evaluate programs to assist in accomplishment of established goals
Participate in IT- and University-wide planning as appropriate by participating in committee and task forces, managing and prioritizing projects, forming partnerships with colleagues on campus, and keeping abreast of technology tools that could assist IT's efforts
Establish and maintain appropriate working relationships with colleagues and users and propagates and follows University policies and procedures governing IT efforts
Perform miscellaneous job-related duties as assigned
Experience & Educational Background:
Bachelor's degree with six or more years of job-related experience, or equivalent combination of education and experience.
A degree in Computer Science, Information Systems, or related field is highly desirable
Management experience preferably in higher education or comparable service-focused computing environment
Good experience with project management.
Effective communication and interpersonal skills.
Expert level knowledge of the applications and technology needs associated with an educational computing environment, e.g., computer security, file sharing and device management
Understanding and familiarity with university standard software, hardware, and networking products, and current technological developments.
Understanding and effective use of Service Now ITSM, ITBM
Skills & Competencies:
Customer service orientation
Highly organized
Ability to make administrative/procedural decisions and judgments
Ability to analyze and solve problems
Ability to work with a wide range of constituencies in a diverse community and rapidly changing technical environment
Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures
Detail-oriented
Able to work autonomously during 'off hours' [evenings and weekends]
About Us:
Founded in 1886, Yeshiva University (YU) has a strong tradition of combining Jewish scholarship with academic excellence and achievement in the liberal arts, sciences, medicine, law, business, social work, Jewish studies, education, psychology, and more.
We are a leading global educational institution that employs 2,000 people across our various campus locations -- Wilf Campus, Beren Campus, Brookdale Center, Resnick Campus in the Bronx, the Gruss Institute in Jerusalem, the Boys High School in Manhattan and the Girls High School in Queens. From the distinguished faculty who teach here, to the dedicated staff, we work to fulfill our mission through all that we teach, by all that we do and for all those we serve. We seek to attract and retain engaged and committed individuals who contribute to an exciting working environment, where there is a sense of community and belonging, balanced with a significant cross section of people from diverse backgrounds working and studying together.
The University offers an excellent compensation package, and a broad range of employee benefit plans, including immediate participation in the University's retirement plan. Staff members are typically eligible for four weeks paid vacation each year and have access to a shuttle to nearby subway locations.
Equal Employment Opportunity:
Yeshiva University is an equal opportunity employer committed to hiring minorities, women, individuals with disabilities and protected veterans.
Yeshiva University has been transforming lives for more than a century. Nowhere but here can students have a personal, small college experience while benefitting from the academic rigor of a top ranked research university. Since its inception YU has been dedicated to melding the ancient traditions of Jewish law and life with the heritage of Western civilization, and each year we celebrate as future leaders make YU their home. Yeshiva University is an equal opportunity employer committed to hiring minorities, women, individuals with disabilities and protected veterans.
