IT Manager, Client Support Services in the Mortimer B. Zuckerman Mind Brain Behavior Institute

Columbia University in New York, NY

  • Industry: Information Technology - IT Help Desk/Technical Support
  • Type: Full Time
  • $58,360.00 - 91,330.00
position filled
+ Requisition no: 505665
+ Work Type: Full Time
+ Location: Campus|Manhattanville
+ 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
At Columbias Zuckerman Institute, we believe that understanding how the brain works and gives rise to mind and behavior is the most urgent and exciting challenge of our time. Led by Rui Costa, DVM, Ph.D., and Nobel laureates Eric Kandel, MD, and Richard Axel, MD, we study critical aspects of the mind and brain, gaining insights that promise to benefit people and societies everywhere.
Reporting directly to the Senior Director of Administrative Operations, the IT Manager, Client Support Services leads a team with various skillsets to provide exceptional technical support to Zuckerman Institutes research and administrative teams. The incumbent must be a self-starter, possessing the ability to communicate priorities and drive change across the team and manage multiple complex projects and tasks simultaneously. They must be able to influence, negotiate and develop relationships with customers at all levels of the organization. The ideal candidate is a creative leader with superior analytical abilities and judgment who can set clear goals and direction for the team while being a strong, vocal advocate for the customer.
Responsibilities include, but are not limited to, the following:
+ Develops and implements the strategy for providing computing support to Zuckerman Institute research and administrative teams
+ Maintains very high customer satisfaction expectation and consistently drives a great customer experience
+ Specifies, designs, and maintains operational systems, including desktop/laptop backup, request tracking, and other needs
+ Directs all audiovisual and other ancillary IT within the Jerome L. Greene Science Center
+ Defines and analyzes metrics to drive standards and influence team behavior; holding the team accountable for the achievement of goals
+ Establishes guidelines for computing equipment planning, specifications, and software purchases
+ Creates technical and procedural documentation
+ Manages the relationship with the university's central IT and coordinates central IT service
+ Maintains computing equipment and software inventory
+ Supports operational systems, including a mixture of Windows/Mac desktops, laptops and peripheral devices, including printers, mobile phones, etc.
+ Collaborates with the Senior Director of Administrative Operations to assure standardization, communication, and consistency of service
+ Provides technical reporting and updates documentation; manages and resolves IT service tickets and other technical needs
+ Mentor, train, and develop IT team
+ Performs related duties and responsibilities as assigned/requested
Minimum Qualifications
Bachelor's degree required, including a minimum of six (6) years of related IT operations experience
Preferred Qualifications
+ Excellent written and verbal communication with customers of varying technical knowledge
+ Excellent customer service, organizational and time management skills
+ IT service management or IT business operations experience
+ Demonstrated ability to work in a fast-paced, deadline-driven environment
+ Demonstrated excellence in a variety of competencies including teamwork/collaboration, analytical thinking, communication, and influencing skills, and technical expertise
+ Ability to handle changing priorities, deal with ambiguity and use good judgment in stressful situations while maintaining a friendly and positive attitude
+ Able to work with minimal supervision and weekend and off-hours on occasion, as needed
+ Thorough understanding of and demonstrated ability to troubleshoot and resolve hardware, software and network problems in Windows and Mac Operating Systems
+ Solid understanding of TCP/IP, networking concepts, security applications (JAMF), and firewalls
+ Confidence in configuring and troubleshooting core office applications--specifically, G-Suite, Slack, Asana, Google apps and Microsoft family of office applications
+ Experience in lean, six-sigma, process improvement
+ Masters Degree in a technical or other relevant discipline
+ Experience working in a research and/or academic environment
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Associated topics: assistant, client support, customer support, desk, excel, help desk, information technology help desk, system support, technical support, troubleshoot

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