Computer Systems Manager, Level 3 (Service Desk Manager) - Provisional - Now Hiring

Computer Systems Manager, Level 3 (Service Desk Manager) - Provisional **GENERAL DUTIES** I.T. Computer Systems Managers manage and direct an Information Technology area at a College or University level. They set policies and procedures, direct technical staff, and maintain responsibility for administrative as well as technical issues within their assigned area(s) of responsibility. They may manage major and/or large, complex information systems activities and/or manage a unit or group. This job is in CUNY's Classified Managerial Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/ohrm/hros/classification/ccsjobs.html **CONTRACT TITLE** Computer Systems Manager **FLSA** Exempt **CAMPUS SPECIFIC INFORMATION** Lehman College, of The City University of New York, ranks among the top five institutions in the nation for fostering social mobility. A four-year Hispanic-Serving Institution in the Bronx, Lehman offers bachelor’s, master’s, and advanced degrees and certificate programs in the Liberal Arts, sciences, and professions. The College’s community-driven mission and notable academic programs attract a diverse, international enrollment of over 15,000 students who take courses on its 37-acre, tree-lined campus and online degree programs. Many thousands more community members benefit yearly from its active cultural, educational, health, and economic outreach programs and services. The Information Technology Division of Lehman College is responsible for technology delivery, leadership, and innovation to achieve Lehman's strategic vision of transforming lives and communities. We deliver by being accountable for the reliable, service-oriented, and transparent management of computing, data, network, and telecommunications, Service Desk, multimedia and applications and web resources that are responsive to the needs of the College. We lead by implementing contemporary technologies that enhance the quality of teaching, learning, research, and work experiences, adding measurable value for the students, faculty, staff, alumni, and communities we serve. We innovate by advancing a forward-thinking, seamless, and collaborative technology environment that increases efficiency and ensures the highest quality education. The Service Desk Manager provides day-to-day operational leadership for Information Technology Support Services at Lehman College. Reporting to the Director of Information Technology Support Services, the position is responsible for managing the delivery of public-facing services offered by the division, including the IT Center. The IT Center consists of eight academic computing labs, an academic open center, a training lab, a faculty lab, and the public-facing tier one IT service desk as well as a satellite service desk at the library. The Service Desk Manager serves as the primary operational owner of the IT Service Desk, with responsibility for frontline staff supervision, scheduling, service standards, escalation management, and continuous service improvement. The role ensures that support services are delivered in a professional, reliable, and customer-focused manner aligned with the mission and priorities of the College and the Division of Information Technology. Key responsibilities include but are not limited to: -Operational Leadership and Service Delivery: Provide day-to-day operational leadership for the IT Service Desk and IT Center, overseeing public-facing support services including walk-in, phone, and ticket-based support across multiple service locations. -Staff Supervision and Workforce Management: Supervise full-time staff and hourly IT Support Assistants; manage scheduling, coverage, onboarding, training, and performance evaluation to ensure consistent, reliable service delivery. -Service Standards and Customer Experience: Establish, enforce, and monitor service standards related to response time, communication, and resolution quality, promoting a respectful, customer-focused support culture. -Escalation and Issue Resolution: Serve as the primary point of operational escalation for service incidents, user concerns, and staff issues, ensuring timely resolution and appropriate coordination with other IT units. -Service Improvement and Process Optimization: Monitor service activity, identify recurring issues and trends, and collaborates with other IT units in implementing process improvements to enhance efficiency, effectiveness, and user satisfaction. -IT Service Management Tools and Documentation: Ensure effective use of the IT service management platform for incident, request, and escalation tracking; maintain procedures, workflows, and escalation documentation. -Training and Staff Readiness: Ensure staff readiness to support evolving technologies, services, and campus needs through targeted training, cross coverage, and skill development. -Collaboration and Coordination: Collaborate with Academic Technology, Classroom Technology, Enterprise Application Services, Infrastructure, and other campus partners to ensure seamless service delivery and clear ownership. -Reporting and Performance Metrics: Analyze service metrics and prepare operational reports to support data-informed decision making and continuous improvement. -Operational Planning and Support: Support the Director of Information Technology -Support Services in aligning service desk operations with divisional priorities, initiatives, and strategic goals. **Note:** **This position is 100% in-person due to the public-facing and facility support nature of the role. CUNY work schedule is 35 hours per week.** *Applicants must be legally eligible to work in the United States. Sponsorship will not be offered for this position. **MINIMUM QUALIFICATIONS** Six (6) years of progressively responsible full-time paid information systems technology experience,at least eighteen (18) months of which shall have been in an **administrative or managerial capacity** in the areas of computer applications programming, systems programming, information systems development, data telecommunications, data base administration or a closely related area. Education at an accredited college or university may be substituted for the general information systems technology experience at the rate of one (1) year of college for six (6) months of experience up to a maximum of four (4) years of college for two (2) years of experience. In addition, a master’s degree in computer science or a closely related field from an accredited college or university may be substituted for an additional year of the general information systems technology experience. However, all candidates must possess the eighteen (18) months of administrative or managerial experience described above. Experience in an **administrative capacity** must include, but is not limited to, responsibilities such as: monitoring an IT budget; reviewing and approving IT procurement and invoice payments; reviewing and approving contracts with vendors; monitoring and approving IT projects; setting standards and best practices; risk evaluation (e.g., security, reputational, operational); organizational development; chairing or participating in IT Governance and Advisory committees; and/or overseeing vendor relationship management. Experience in a **managerial capacity** must include, but is not limited to, responsibilities such as: strategic planning for an office/division; creating and implementing policies; setting standards and best practices; defining and documenting project scope; root cause analysis with recommendations; collaborating with other managers and executives to define future state of IT program; and/or forecasting. The following types of experience are **not** acceptable: superficial use of preprogrammed software without complex programming, design, implementation or management of the product; use of a word processing package; use of a hand-held calculator; data entry; operation of data processing hardware or consoles. **OTHER QUALIFICATIONS** -A baccalaureate degree from an accredited institution in computer science or computer information system or related field and at least four years of related experience in information technology support or service operations, including supervisory or lead responsibility. -Demonstrated experience managing a service desk or customer-facing IT support operation. -Experience supervising technical and support staff in a higher education or public sector environment. -Strong knowledge of IT service management practices and support workflows. -Experience using an IT service management platform such as ServiceNow. -Strong interpersonal, organizational, and communication skills. -Ability to manage multiple priorities and exercise sound judgment in a fast-paced service environment. -Experience working in Higher Education or relevant environment. **COMPENSATION** Salary: $83,000- $103,000 **BENEFITS** CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans. Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria. **HOW TO APPLY** To apply, go to www.cuny.edu, access the employment page, log in or create a new user account, and search for this vacancy using the Job ID or Title. Select "Apply Now" and provide the requested information. **CLOSING DATE** 3/3/2026 **JOB SEARCH CATEGORY** CUNY Job Posting: Managerial/Professional **EQUAL EMPLOYMENT OPPORTUNITY** CUNY encourages people with disabilities, minorities, veterans and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer. Job ID: 31772 Location: Lehman College