Empire State University Hiring for Assistant Director for the ITS Service Desk at Saratoga Springs, NY Full Time

Category:: Professional
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Department:: Information Technology Services/CIO
Locations:: Saratoga Springs, NY
Posted:: Jun 13, 2023
Closes:: Open Until Filled
Type:: Full-time
Position ID:: 163435

About Empire State University:

Founded in 1971 as the innovative campus of the State University of New York (SUNY), Empire State University empowers learners from diverse backgrounds to achieve their educational goals. We have decades of experience providing educational access through online teaching and learning, individualized instruction, mentoring, and prior learning assessment. We build on our students’ experiences to promote their growth and drive upward mobility and economic development in New York state and beyond. SUNY Empire’s 95,000 alumni are teachers, nurses, entrepreneurs, and leaders in their communities and their fields. Visit www.sunyempire.edu and follow us on social media @SUNYEmpire.

SUNY Empire is committed to creating a multicultural, inclusive academic and work environment. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that having diverse faculty and staff is critical to academic excellence and prepares students to live and work in an increasingly global world.

Job Description:

Empire State University, Office of Information Technology Services, seeks an Assistant Director for the ITS Service Desk (State Title: Instructional Support Technician) at our Saratoga Springs, NY location. Reporting to the Director of User Technical Support services, this position will provide direct supervision of Service Desk operations as well as serve as a member of the Tier 1 support team for ITS. The successful candidate will be responsible for all Service Desk operations including configuration and updating of the ITSM platform, direct supervision of IT Service Desk Staff, and provide highly technical guidance to managers, department heads, administration officers, staff, and students.

Responsibilities:

• Leading the daily operations of the University’s new service management platform, TeamDynamix, to streamline IT operational tasks and to ensure the department can deliver services to the campus community.
• Advocating and championing client concerns via direct follow up to confirm and clarify that information and questions have been addressed and interacting with other ITS team members to insure this is achieved.
• Providing direct supervision to service desk personnel.
• Scheduling appropriate backup and support for staffing during business hours.
• Providing additional support to IT ServiceDesk technicians in the form of research and information discovery.
• Leading and monitoring Incidents, Problems, and Requests to resolution.
• Offering support to faculty, staff, and students using technology on an as needed basis via all modes of support (I.e., phone, chat and web).
• Developing and enhancing IT Service Desk processes and workflows.
• Providing and developing communications to customers using the ITS communications framework.
• Promoting use of Knowledge Management and support for the KM Process.
• Representing the Technology Service Desk at ITS planning and project meetings as determined in conjunction with appropriate Directors, to provide technical support and associated materials in support and delivery of the university’s technologies.
• Assisting ITS Directors and staff to identify trends and report on submitted issues.
• Monitoring client feedback for continuous improvement.
• Directing research on ITSM best practices to build, configure, and modify our current ITSM platforms.
• Conducting direct survey and feedback from campus community on IT Service Management, provide detailed data reports and data-driven suggestions for improvement to the Director of User Technical Support Services.
• Responsible for the management of the IT service catalog, working with all IT and campus service owners to ensure a concise service offering that allows the campus community to request available services.

Requirements:

Required Qualifications:

• Bachelor’s degree
• Minimum of 4 years of experience in IT Technical Support (hardware and software troubleshooting and support)
• Minimum of 2 years of direct staff supervision
• Mastery of Microsoft Office Suite
• Ability to support a SharePoint site
• Demonstrated understanding of IT Service Management Practices/ITIL Framework
• Experience with an IT Service Management Software Platform
• Excellent customer service skills and ability to foster productive relationships with customers and co-workers

Preferred Qualifications:

• Master’s Degree
• 7+ Years of IT support experience
• Experience using TeamDynamix ITSM
• ITIL Foundations Certification

Special Information:

• This position will be located in Saratoga Springs, NY.
• VISA sponsorship is not available for this position.
• SUNY Empire provides employees with a flexible work environment with a part-time telecommuting option per the current SUNY Telecommuting Policy which has been extended to June 30, 2023.

Additional Information:

Rank/Salary: SL3/ $62,000-$65,000, dependent on experience and qualifications

Empire State University is an EOE employer.

We are pleased to offer our employees an excellent benefit package which includes; NYS health insurance, free dental and vision, competitive retirement options, and generous vacation, sick and holiday accruals; and a strong emphasis on work-life balance. We also offer professional-development activities for professionals and support staff.

IF YOU NEED A DISABILITY-RELATED ACCOMMODATION, PLEASE CALL THE ADA COORDINATOR AT (518) 587-2100, ext. 2240. IN ACCORDANCE WITH THE TITLE II CRIME AWARENESS AND SECURITY ACT, A COPY OF OUR CRIME STATISTICS IS AVAILABLE UPON REQUEST BY CALLING (518) 587-2100, ext. 2800. IT CAN ALSO BE VIEWED ON-LINE AT THE SAFETY AND SECURITY WEBSITE AT www.sunyempire.edu/safety-security.

Application Instructions:

Applications Due By: Applications accepted until position is filled.

If you are interested in applying for this position, please submit the following documents, which are required for consideration by clicking on the APPLY NOW button:

• Resume
• Cover letter
• Name and contact information of three references

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