Columbia University in the City of New York

IT Manager, Client Support Services

The IT Manager, Client Support Services leads a team with various skillsets to provide exceptional technical support to Zuckerman Institute’s research and administrative teams.

Summary

At Columbia’s 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, PhD, 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 Institute’s 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

Master’s 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.

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