CUNY Client Support Services Manager (IT Computer Systems Manager, Level 3 - Temporary) 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.

Information Technology (IT) is the division of the Graduate Center responsible for media, voice, video, and data systems and services. The mission of this unit is to promote, facilitate, and support the effective use of technology in the learning process, in instruction and research, and in processing and accessing institutional information.

Reporting to the Director of the Division of Client Services, with considerable latitude for independent initiative and judgment, the Client Support Services Manager (CSSM) oversees campus wide technology support operations including desktop/classroom technologies and computer lab management, technology training, user documentation, end user computing, learning management system operation, media technology projects, voice and video technologies and IT fixed assets. The CSSM will also provide strategic direction and leadership to Senior Tech and Media 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 faculty, staff and students. S/he will be responsible for evaluating and implementing AV practices and policies, standards and configurations for software, hardware, and peripherals.

NOTE: To be considered for appointment to this position, candidates must have filed for the Computer Systems Manager exam (Exam # 9012). Continued employment is contingent on being reachable on the Civil Service list for Computer System Managers.

Duties include but are not limited to:

  • Directs, plans, coordinates, organizes and manages the senior desktop and media support specialists 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;

  • 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;

  • Manages the installation, troubleshooting and programming of AV systems throughout the GC. This includes the ability to review CAD drawings, terminate video/audio cables, setup TVs, projector mounts, racks, and other AV equipment, as well as a profound knowledge of VGA, DVI, HDMI, video conferencing solutions, audio installation and other cabling techniques;

  • Manages and performs oversight of miscellaneous capital improvement projects from start to finish; including budget/program development, design, procurement and implementation;

  • 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;

  • Coordinates and 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; desktop and portable device hardware configurations, replacements and upgrades, and compliance provisioning;

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

  • Provides support for maintaining the video conferencing infrastructure and digital signage including hardware, software, resource allocation and customer interaction; troubleshoots issues and coordinates with vendors for upgrades, new functionality and problem resolution;

  • Serves as liaison and project manager when needed for on-site audiovisual projects, in collaboration with other departments such as Special Events, Facilities and Room Reservations to plan, implement and complete all events on time and on budget;

  • Participates in strategic planning activities, monitors and reports 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; serves on committees and task forces;

  • Remains up-to-date with 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;

  • Serves as a member of ITMT+ and participates in annual budget-building deliberations;

  • 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 (5) years of management experience that includes recruiting, mentoring, career development and performance management, leadership and or team building.

  • Three (3) years of experience managing/supporting enterprise class desktop software such as Microsoft Windows 10 & Mac OS X.

  • Three (3) years of experience with A/V installations including equipment rack, site preparation, termination and calibration of audio and video equipment, and implementation of control systems.

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

  • Strong working knowledge of audiovisual control systems such as Crestron, Kramer, Extron, etc. changes, implementation, operation, and troubleshooting.

  • Technical computer skills as well as excellent management, interpersonal, and customer service skills.

  • 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.

  • 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 written and verbal communication skills.

  • ITIL Foundation Certificate.

  • Ability to work evenings and weekends.


$90,000 - $100,000 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, organization, phone number, and email). Please upload all documents in Word or PDF format.


Open until filled with review of applications to begin on November 26, 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: Client Support Services Manager (IT Computer Systems Manager, Level 3 - Temporary)

Job ID: 19618

Location: Graduate Center

Regular/Temporary: Regular