Reporting to the Director for User Services, the Associate Director, BCIT Service Desk manages the IT and desktop support organization for Barnard College faculty and staff. The Associate Director also assists the Director with intake and planning for new support initiatives for the Barnard College community.
1. Supervise, manage, direct, and coordinate the work flow of 6-8 full-time employees (Technical Specialists and Senior Technical Specialists). Identify critical success factors for IT support; establish baselines, provide metrics, recommend & implement improvements. 2. Provide upper-tier support for complicated, unusual, or specialized technical issues. 3. Coordinate with BCIT Infrastructure and Enterprise Applications to assist in end-user support as necessary. 4. Coordinate with the Project Management Office to assist in support of technology introduced by projects. 5. Ensure the maintenance, support, and ongoing improvement of computers in student and instructional labs. 6. Liaise with deans, VPs, and academic department heads for intake of IT needs specific to each group. Recommend, design, and deliver new and improved services to the faculty and staff clientele. 7. Coordinate the gathering of technical information to provide user-facing documentation. 8. Attend relevant training courses and professional meetings to keep up-to-date with the latest trends and issues in computing, particularly in higher education. 9. Perform additional duties and responsibilities as needed.- Bachelor's degree or equivalent experience- Minimum of 6 years' experience in technical support- Minimum of 3 years' experience in managing support personnel- Ability and willingness to be available via phone/Internet on evenings & weekends - Strong, current PC and Mac knowledge and experience, including hardware, software, and network/connectivity- Experience with:o Windows 8 and 10, both stand-alone and as part of a Windows domaino Active Directory o macOS current versionso Remote support and patch managemento Incident tracking systems- Experience with ITSM principles & applications