CUNY Assistant Director of Client Services - Computer Systems Manager, Level 4 (Provisional) in New York, 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




The Graduate Center, CUNY is the focal point for advanced teaching and research at The City University of New York (CUNY), the nation's largest urban public university. With over 35 doctoral and master’s programs of the highest caliber, the Graduate Center fosters pioneering research and scholarship in the arts and sciences and prepares students for careers in universities and the private, nonprofit, and government sectors. The Graduate Center’s commitment to research and scholarship for the public good is exemplified by its more than 30 centers, institutes, and initiatives, including its Advanced Science Research Center (ASRC), a 200,000 square-foot facility in upper Manhattan, designed to promote collaboration among scientists in five areas of global research and innovation: nanoscience, photonics, structural biology, neuroscience, and environmental sciences.

The Graduate Center (GC) benefits from highly ambitious and diverse students and alumni—who in turn teach hundreds of thousands of undergraduates every year. Through its public programs, the Graduate Center enhances New York City’s intellectual and cultural life.

Reporting directly to the Director of the Division of Client Services, with considerable latitude for independent initiative and judgment, the Assistant Director for Client Services oversees campus wide technology support operations including the Service Desk, technology training, user documentation, end user computing, classroom technologies and computer lab management, learning management system operation, voice and video technologies and IT fixed assets; provides strategic direction and leadership to Desktop Support staff; works with other senior management team members and provides strategic direction while implementing systems to address the ever increasing demand for technology support from GC faculty, staff and students.

Duties include but are not limited to:

  • Directs, plans, coordinates, organizes and manages the Desktop Support Manager and team which includes the IT Services staff and desktop support specialists, the senior support specialists, Blackboard administrator, telecommunications technicians and IT Aides, to ensure the effective and efficient delivery of customer service and IT support to GC students, faculty and staff as well as guests and external clients;

  • Supervises the telecommunications technicians assigned to manage desktop SIP-based endpoints with the Avaya Aurora Communications Manager console; oversee the deployment of desktop telephone equipment; handle purchasing and inventorying of individual units for the GC community;

  • Directs all phases of on-going technologies and development of new application software systems including evaluation and procurement of packaged software systems; works with managers and key staff to evaluate new software and hardware to determine usefulness and compatibility with existing software and hardware;

  • Oversees periodic evaluation and analysis of existing systems to meet the needs of IT; develops proposals and recommendations;

  • Plans and manages McAfee Desktop Encryption on all portable units including files, folders and USB external storage devices maintaining Agent handlers and Repositories related to McAfee EPO server;

  • Oversees all system configurations for PC desktops, Mac computers, Linux workstations, and portable computing devices; ongoing system and application patches, upgrades and desktop security provisioning; and desktop and portable device hardware configurations, replacements and upgrades, and compliance provisioning;

  • Manages the CRM ticket management tool to support GC users in the CUNYFirst environment, in collaboration with Central Office and in conjunction with the local GC ticketing system;

  • Serves as a liaison between IT and end-users to ensure that services are being provided effectively and efficiently and that needs are being met;

  • Oversees the function and management of computing classrooms, smart classrooms and meeting spaces, student computing laboratories, and distributed computer clusters, as well as desktop computing systems for faculty and associated academic support staff;

  • Participates in strategic planning activities, monitor and report on progress toward goals and objectives and apply relevant approaches from best-practice frameworks such as ITIL;

  • Provides technical expertise and expert opinions for the content domain; participates in senior-level technical discussions and decision-making; serve on committees and task forces;

  • Tracks and analyzes IT Services request trends and provide metrics, reports and recommendations; assesses need for any system re-configurations based on request trends and make recommendations to enhance quality of service and to prevent future problems;

  • Stays current on applicable policies and procedures; identifies the need for new or revised procedures and participates in creating these; enforces all applicable policies and procedures; assures adherence to standards;

  • Performs other duties as assigned.


  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.


A preferred candidate should have:

  • Five years of experience primarily in a managerial role supervising staff on a daily basis.

  • Extensive knowledge of enterprise class desktop software such as Windows 7/10, Mac OS X, antivirus, remote management and troubleshooting, asset management and inventory.

  • Excellent managerial and technical skills.

  • Knowledge of ITIL concepts including Service Management and Service Delivery and experience working within the ITIL Framework for Incident, Problem, Change, or Service Request Management.

  • ITIL Foundation Certificate.

  • Experience with Windows active directory, LDAP and group policies.

  • Highly developed analytical skills and the ability to solve complex technical problems using a methodical systematic approach.

  • Experience with enterprise deployment systems (SCCM & Casper) and enterprise monitoring and reporting systems.

  • Knowledge of TCP/IP protocol, routing concepts, and troubleshooting.

  • Experience with iOS, Android, and Windows Phone support, and mobile device management solutions.

  • Ability to prioritize workload and work under own initiative assessing the level of urgency balanced with the need to manage a queue of demands.

  • Excellent interpersonal and customer service skills.

  • Excellent written and verbal communication skills.


$100,000 - $112,000 salary commensurate with education and experience.


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.


Click on "Apply Now" below which will bring you to the registration screen. If you are a new user, you must register to apply. If you already have a user ID, please use your existing ID to apply. Make sure to upload a cover letter, resume, and contact information for three (3) professional references (name, title, and organization) by the closing date. Please upload all documents in Word or PDF format.


July 3, 2018


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.

Job Title: Assistant Director of Client Services - Computer Systems Manager, Level 4 (Provisional)

Job ID: 18659

Location: Graduate Center

Regular/Temporary: Regular