Manager of Information Technology User Services

Please apply directly on our website:

Cayuga Community College, a unit of the State University of New York with locations in the cities of Auburn and Fulton, is a two-year community college sponsored by Cayuga County. Committed to being the community college for both Cayuga and Oswego counties, the College offers transfer and career-oriented curricula on a degree and certificate basis through day, evening, online, and summer sessions. For groups such as high school students, government agencies, retirees, and industrial, business and professional personnel, the College also offers credit and credit-free specialized instruction according to need and interest.

Cayuga Community College is a supportive and inclusive institution where students are encouraged to grow, discover their highest potential, and advance their educational and professional goals. We are committed to student success and providing accessible learning opportunities that lead to valuable career and transfer pathways.

Job Description:

DEPARTMENT: Information Technology

APPOINTMENT: 12 Months (Administrative/Professional, Grade 6)

REPORTS TO: Dean of Information Technology/CIO

Summary

The Manager of Information Technology User Services position holds primary responsibility for Cayuga's audio/visual systems and services, telephone systems, computer labs, help desk, user support, and video and classroom technology services areas. This position supervises personnel in all of those areas. This position plans, implements, maintains, and manages the overall user services operations of the college to ensure acceptable levels of service are provided to all college computer users.

General Functions:

Works with management and users in the refinement of existing and creation of new computer user services for the entire enterprise.
Maintains an inventory of all A/V and classroom support hardware/software, and manages all associated maintenance contracts and software licensing. Manages hardware refresh lifecycle plan and budget for all classroom display and computer systems.
Hires, schedules, and supervises the following positions: IT Helpdesk Specialist, Coordinator of IT User Services, Instructional Assistant - IT User Services.
Manages the overall computer user support effort at the college, including: the integration of a single physical and virtual college-wide helpdesk; creation of web-based training materials and documentation; and coordination of workshops and training to support instructional technologies and desktop office suite applications.
Leads the planning, implementation, support, and training of instructional computer technologies to empower faculty to improve and enhance teaching and learning.
Manages improvements and modifications to the building voice and network data wiring infrastructure in conjunction with the Manager of Network Operations and Systems Administration.
Manages the college's telephone (PBX, VOIP, cellular, etc.) and videoconferencing systems and software. Manages all associated policies, procedures, and training for employees.
Plans and manages budgets for the Telephony systems, Managed Print Service, Cable TV, Computers and Computer Labs and leased printing devices.
Participates in the development of the IT Disaster Recovery Plan, 3 Year Master IT Plan, and technology policies.
Serves on appropriate college committees as needed.
Other duties as assigned, including possible work after business hours and on weekends during maintenance activities or special projects.

Requirements:

Bachelor's degree in Computer Science or related field.
Minimum of five years of experience supporting user IT services.
Experience within an education environment preferred, including: classroom A/V systems, projection, videoconferencing and distance learning communication systems, and other associated services.
Previous experience administering and maintaining a telephone PBX system. VOIP system implementation and maintenance experience preferred.
Previous experience supervising employee technicians in a higher education environment preferred.
Previous experience planning and managing budgets for technology solutions is preferred.
Excellent writing and communication skills, research and problem-solving abilities.
Demonstrated organizational and interpersonal skills with a strong customer service orientation.
Demonstrated ability to work calmly in a demanding work environment subject to a variety of pressures and constraints.
Ability to work a flexible schedule, including some evenings and weekends.

Application Instructions:

To be considered for this position, please submit resume and cover letter at the time of application.

A professional reference check will be required prior to a formal offer of employment. Finalists will be notified and references will be requested at that time in the process through a separate online platform. Cayuga Community College requires three professional references, at least one of which must be a current or former supervisor.

Review of applications will begin immediately and continue until the position is filled. Salary will commensurate with credentials and relevant experience unless an exact amount is listed.

Offers are contingent upon the completion of a background check.

Applicants must be currently authorized to work in the United States for any employer. Cayuga Community College is unable to sponsor or take over sponsorship of an employment Visa at this time.