Division: Client Services
# of Openings: 1
Position Type: Staff
Type: Regular Full-Time
New York Institute of Technology offers 90 undergraduate,
graduate, and professional degree programs in more than 50 fields of study, including computer science, data, and cybersecurity; biology and
biomedical studies; architecture and design; engineering; health professions and medicine; IT and digital technologies; management;
communications and marketing; education and counseling; and energy and sustainability. A nonprofit, independent, private, and nonsectarian
institute of higher education, it welcomes more than 9,000 students worldwide. The university has campuses in New York City and Long Island,
New York; Jonesboro, Arkansas; and Vancouver, British Columbia, as well as programs around the world.
New York Tech
embraces its mission to provide career-oriented professional education, give all qualified students access to opportunity, and support
research and scholarship that benefits the larger world. More than 100,000 alumni comprise an engaged network of doers, makers, and
innovators prepared change the world, solve 21st-century challenges, and reinvent the future.
For more information,
Reporting directly to the VP/CIO, the Director of
Client Services and Engagement will be responsible for implementing an overall IT engagement, service, and support strategy that reflects
the values of NYIT and the Information Technology Services (ITS) division. The incumbent will also, in partnership with the CIO and ITS
leadership team, be responsible for cultivating and maintaining excellent relationships with our user community. This includes developing an
understanding of the needs of our campus community and by obtaining feedback and recalibrating priorities and activities based on such
- Working closely with the VP/CIO, develops
and maintains a sense of confidence and trust in ITS across the campus community to include faculty, students and staff through a variety of
frequent communication and engagement activities.
- Collaborates with the ITS leadership team in establishing internal
priorities informed by our deep knowledge of and empathy for the user community.
- Oversees and directs an end-user
support organization and supporting systems that effectively and efficiently triages and addresses end-user support needs with special
sensitivity to our academic mission and institutional strategic goals.
- Effectively gathers and uses client satisfaction
and service use data to inform the work of the department and the ITS division.
- Maintains the divisional service
catalog and service level agreements; draft IT policy as needed.
- Sets and manages expectations, standards and protocols
for problem resolution and escalation; actively monitors and measures service performance.
- Communicates on behalf of
the ITS division, including management of the ITS division website and various newsletters, with a focus on keeping our community informed
of our work; celebrating the innovative use of technology by faculty, students and staff; maximizing the benefits of our service catalog;
and maintaining a clear understanding of all ITS-related policies and processes.
- Maintains accurate and precise device
- Leads end-user hardware and software evaluation, specification, and deployment
- Organizes and engages key end-user constituent groups, and distributed ITS staff groups, and technology
- Leads, manages, and evaluates performance for all members of the Client Services and Engagement team
including highly skilled full-time, part-time, and student employees
- Performs any other duties as
- Bachelor’s Degree; minimum 8 years
of full-time professional experience in an IT or technology support organization, including: at least two years in a role directly
supporting end-users in Windows, MacOS, and at least one mobile device operating system; and at least five years in a role directly
supervising, developing, and mentoring information technology or technical support employees.
- Evidence of successful
and progressively responsible roles in an information technology or related area (including growth in levels of responsibility, complexity
of work, numbers and sophistication of employees) related to the essential responsibilities listed.
willingness and ability to carry out the essential responsibilities listed with humility, grace, and optimism; understanding of and
sensitivity to the diverse and inclusive nature of a distinguished higher education environment.
experience developing web content and newsletters or other promotional materials.
- Experience configuring and using a
service management system; experience measuring client satisfaction and using data to develop support and service strategies; experience
designing and implementing a comprehensive, accurate and precise deployment management strategy; experience supporting both academic and
administrative users in the use of the specific systems in use at New York Tech such as TargetX, Salesforce, PeopleSoft, Canvas LMS, and the
full Microsoft Office Suite including O365.
- Top notch writing skills! Exceptional interpersonal and communication
skills; the ability to communicate effectively with people at varying levels of computer literacy; the ability to establish collaborative
working relationships at all levels of the University; excellent customer service skills; high degree of integrity relative to data
- Excellent organizational and time-management skills; demonstrated ability to
anticipate problems, regularly exercise independent judgment and respond quickly and appropriately to issues and opportunities as they
arise, advising the Vice President and other senior ITS administrators accordingly.
- Ability to show initiative and
resolve problems independently and collaboratively, manage multiple projects/priorities, follow through on projects/tasks to completion in a
dynamic, fluid environment; achieve successful outcomes with difficult situations and customers, effectively communicate by phone or in
person, interact with senior management.
- Ability to work independently and as part of a team; ability to set priorities
and work concurrently on multiple tasks and projects; ability to communicate progress/problems to appropriate personnel
- Demonstrated ability to work effectively with students, faculty, and staff from a variety of diverse
backgrounds in support of a welcoming and inclusive environment.
- Ability to work nights and weekends on an as-needed
Please submit cover letter & resume for consideration
Institute of Technology is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity
NYIT is an affirmative action equal opportunity employer.