Director, IT Central

The New School New York , NY 10007

Posted 3 months ago

Since our founding in 1919, The New School (TNS) has redrawn and redefined the boundaries of intellectual and creative thought as a preeminent academic center. Our rigorous, multidimensional approach to education dissolves walls between disciplines and helps nurture progressive minds. At our university, students have the academic freedom to shape their unique, individual paths for a complex and rapidly changing world. Our colleges include Parsons School of Design, Eugene Lang College of Liberal Arts, the College of Performing Arts, The New School for Social Research, the Schools of Public Engagement, and Parsons Paris. The New School is committed to diversity in the workplace.

The Director of IT Central is a critical, strategic member of the diverse community within The New Schools IT Department. In this role, you will manage all aspects of IT Central, the universitys Information Technology Service Desk. You will be focused on delivering the finest in customer care and engagement to our community for all of their technical support and service needs. You will use your strong technical skills to ensure that your team is resolving issues effectively and efficiently. Your knowledge of operating a technical support organization will be critical in establishing performance benchmarks, creating data driven team goals, reviewing and refining support processes and procedures, ensuring proper technical and customer support training for your team, and continuing to instill a customer first culture for the group. You will work with others in the IT Department on support escalations, cross training, and working in support of new services. You will work strongly with others across campus on a variety of support and service initiatives.

Major Responsibilities

  • Work with IT senior leadership on strategic planning and priorities, in alignment with the universitys strategic mission, to provide excellent client services and support to the university community.

  • Oversee the management of all aspects of the university service desk, IT Central. This includes management and coordination of urgent and complicated support issues; act as escalation point for all requests and incidents; advise management on situations that may require additional client support or escalation, etc.

  • Ensure that customer expectations and SLAs and KPIs are met or exceeded.

  • Manage analysis and reporting for IT Central data in order to ensure continual improvement of services.

  • Oversee the Technology Life Cycle (TLC) program in accordance with the centralized purchase of computers for all administrative and academic units in accordance with a 4-year computer replacement policy.

  • Oversee process for communicating outage/emergency activities to the organization.

  • Ensure Knowledge Base contains clear, correct and concise information.

  • Oversee staff activities. Train, coach and mentor Service Desk Specialists including career development. Build/obtain training material for support staff from service partners.

  • Understand current industry best practices in IT operations and support, follow developing trends in these areas, and work with IT leadership in determining and implementing relevant tools and methodologies.

  • Work with the IT Relationship Managers on ensuring that client needs are always met and managed, particularly when faced with support challenges.

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Director, IT Central

The New School