The Service Operations Assistant Program Director oversees the coordination and administration of all aspects of the Service Operations portfolio including planning, organizing, staffing, leading, and controlling program activities. The Assistant Program Director will represent faculty, staff, and student needs and advocate for those needs both within ITS and also in the larger NYU community. The Assistant Program Director will identify areas where gaps exist within the desired services provided to faculty, staff, and students and will create a viable and usable solution that is in line with ITS goals. The Assistant Program Director will use client feedback and other information to construct routine metrics for service health, identify critical issues, and drive improvements in satisfaction and value. Key responsibilities include but are not limited to the following:
At least five years’ experience providing technical support or equivalent combination.
Management experience and experience in a higher education environment preferred.
Required Skills, Knowledge and Abilities:
1. Excellent oral and written communication skills. 2. Demonstrated ability to manage, mentor and develop staff, including in technical areas. 3. Demonstrated exceptional customer service skills. 4. Demonstrated ability to work successfully in a fast paced and changing environment. 5. Demonstrated ability to motivate and mobilize a team around shared goals. 6. Demonstrated ability to juggle multiple, competing responsibilities. 7. Demonstrated ability to successfully manage small-to-medium scale projects. 8. Knowledge of University policies and procedures. 9. Advanced knowledge of contemporary desktop computing technology, including Mac, Windows, Unix and Mobile OS, hardware and software applications.
EOE/AA/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity