Directs and monitors the activities of the NYU IT Operations Center at the University. The NYU IT Operations Center is the primary point of contact to NYU IT for all users at the University on a day-by-day basis. This unit is responsible for dealing with a variety of all NYU IT service activities. This unit handles incidents, escalates incidents to problem management staff, manages service requests and answers questions. Additionally, it serves as a point of coordination for various IT groups and processes. The NYU IT Operations Center is customer-focused and is comprised of people with interpersonal skills, University awareness and a service-oriented perspective. The primary functions of the NYU IT Operations Center include the Service Desk, the Global Command Center, and Client Accounts & Access.
Required Education: Bachelors degree in relevant technical field.
Preferred Education: Master’s degree.
Required Experience: Eight years of related technical experience, or an equivalent combination of education and experience.
Preferred Experience: 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.
Preferred Skills, Knowledge and Abilities: 10. Demonstrated excellent leadership, operational and strategic management, supervisory and staff development skills. 11. Excellent oral and written communication skills. 12. Demonstrated excellent diplomatic and negotiating skills and ability to work collegially with peers, colleagues and clients. 13. Exceptional customer service skills. 14. Demonstrated ability to handle crises as well as a wide range of short and long-term management issues. 15. Demonstrated ability to work successfully in a fast-paced and changing environment. 16. Demonstrated ability to mobilize a team around shared goals. 17. Demonstrated ability to juggle multiple, competing responsibilities. 18. Knowledge of University policies and procedures. 19. Advanced knowledge of contemporary desktop computing technology, including Apple OS, MS Windows, Unix and mobile device OS, hardware and software applications.