CUNY IT Computer Systems Manager , Level 4 - Manager of IT Support (Provisional) in Queens, New York


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


Computer Systems Manager




Reporting directly to the CIO (Chief Information Officer), the Manager of IT Support manages the IT Service Desk and is responsible for computer hardware/software support for the campus community as well as Student and Faculty/staff email systems. The director personally handles sensitive eDiscovery issues, escalates problems with broad impacts and provides direct user support as necessary.

Duties include:

  • Plan the creation of a new Service Center out of existing service entities: the faculty/staff helpdesk, student helpdesk.

  • Direct the supervisor of service center staff in providing top tier customer service.

  • Foster a work environment that supports and values a high degree of professionalism, enthusiasm and teamwork.

  • Develop performance metrics and measurements of service center performance.

  • Organize and conduct evaluations and tests to ensure Support Levels are met.

  • Plan and align workforce strategies to facilitate organizational change initiatives.

  • Organize the monitoring of call center queues and direct reports.

  • Derive and report statistical data (i.e. abandonment rate, overall call volume, etc.) in addition to bringing creative ideas that lead to a boost in performance.

  • Develop area budgets.

  • Monitor the Service Desk central trouble ticketing system and see that all agents properly assign and resolve tickets.

  • Organize departmental processes looking for process improvement opportunities.

  • Work with the other senior staff and the CIO to set priorities and carry out projects.

  • Develop a comprehensive department Disaster Recovery Plan

  • Keep abreast of events in the industry and related technologies; evaluate emerging changes for impact on QCC and share findings with QCC management and technical staff

  • Function as CUNY Alert Coordinator/PeopleSoft training Liaison.

  • Function as College’s IT Litigation Liaison.

  • Manage PeopleSoft CRM Ticketing system.

  • Functions as MS Exchange Administrator.


  1. Six (6) years of progressively responsible full-time paid information systems technology experience, at least 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.

  2. Education at an accredited College or University may be substituted for the general information systems technology experience at the rate of one year of college for 6 months of experience up to a maximum of 4 years of college for 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 18 months of administrative or managerial experience described above.

This title has multiple levels. In addition to the minimum qualifications above, additional qualifications, such as education, experience, or certification relevant to the area of specialization are required.


  • At least eight to ten years of progressively responsible experience managing IT related service delivery operations, projects, and implementation as well as associated staff.

  • Experience with MS System Center Service Manager ticketing, training, instructional, and management systems.

  • Possess a clear vision of current and emerging trends in technology and how to support them.

  • Excellent interpersonal and communication skills with effective planning and problem-solving skills.

  • The ability to work effectively with multiple constituencies to provide high quality services and establish consensus.

  • Possess in-depth expertise in MS Exchange 2013, Active Directory, Veritas Backup Exec 2014 and L-Soft Listserv.

  • Accomplished Cisco IronPort and FireEye security appliance administrator.

  • Have knowledge of Archibus software


Commensurate with experience and qualifications.


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.


Visit, 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.

Candidates must provide a resume and cover letter.


December 11, 2016. Review of resumes will start on November 24, 2016


CUNY Job Posting: Managerial/Professional


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.

Location: Queensborough CC

Job Title: IT Computer Systems Manager , Level 4 - Manager of IT Support (Provisional)

Job ID: 15826

Full/Part Time: Full-Time

Regular/Temporary: Regular