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• Job Type: Officer of Administration

• Bargaining Unit:

• Regular/Temporary: Regular

• End Date if Temporary:

• Hours Per Week: 35

• Salary Range: $99,000 - $115,000

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

• Job Type: Officer of Administration

• Bargaining Unit:

• Regular/Temporary: Regular

• End Date if Temporary:

• Hours Per Week:

• Salary Range: $99,000 - $115,000

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Position Summary

Reporting to the Senior Director of Technology Services and Support, the Director of Faculty and Staff IT Services is the strategic and tactical leader of the team responsible for providing technology support and services to faculty and staff at Columbia Business School.

The Director will collaborate with various stakeholders across the school to understand technology needs, design and implement solutions, and ensure high-quality service delivery. They will lead a team of IT professionals and work closely with school leadership to ensure that IT services are aligned with the school’s strategic goals and objectives. The Director will build and maintain relationships with faculty and staff to understand their needs and provide solutions that meet their requirements. The Director is accountable to ensure all order management and consumer response processes are executed accurately and timely, and to provide all customers with service that is reflective of Columbia Business School.

Responsibilities

Management

• Together with Information Technology Group (ITG) leadership, develops and executes a strategic plan for the provision of high-level support for all faculty and staff. Leads continuous service-improvement initiatives.

• Oversees and manages staff and leads relevant teams/service areas for the support teams providing support to all faculty and staff; oversees day-to-day activities and performance of the Associate Director of Faculty Support, Faculty Support Specialists, and the Associate Director of Staff Support to ensure all support needs are met.

• Oversees, monitors, and manages service operations via key performance indicators, proactive outreach for client feedback, and other methods,

• Manages staff performance, sets team goals, coaches and counsels staff to accomplish goals.

Support/Service Delivery

• Manage the delivery of technology services to faculty and staff, ensuring high levels of customer satisfaction and timely issue resolution.

• Serves as escalated support for break/fix work and software/hardware customizations. Installs moderate/complex software/hardware infrastructure. Manages all second-level end user support of assigned services. Ensures team members receive adequate training and on-going mentoring. Reviews work of the team for accuracy and overall quality.

• Collaborate with faculty and staff to identify technology needs and design solutions that improve productivity, enhance collaboration, and support teaching and research. Partners with faculty and staff on their computing needs and works with them to make strategic purchasing decisions aligning with University stakeholders, the University Technology Standards Catalog, and existing University Enterprise Architecture.

Training

• Researches and creates documentation for peers and end users, including FAQs to assist clients in their computing tasks. Participates in the maintenance of a knowledge base of problems and solutions.

• Develops and delivers workshops on commonly used applications.

Cross-Divisional and School-Wide Partnership

• Advises senior leadership on strategic direction for technology relevant initiatives, leveraging and aligning with University stakeholders, the University Technology Standards Catalog, and existing University Enterprise Architecture.

• Participates in and manages ITG project teams as requested. Provides subject matter expertise to project teams as needed.

• Performs other duties as assigned.

Minimum Qualifications

Bachelor’s degree required. Minimum 5-7 years related experience required.

Demonstrated strong verbal and written communication skills with the ability to explain technical issues to non-technical users. Strong customer service skills and the ability to work with a wide variety of high-level constituents including faculty, students, and staff. Must be detail-oriented, self-motivated, have the ability to self-train, and require minimal direction while exercising good judgment. Able to manage multiple, parallel activities, work under pressure, and organize time and resources is a must. Prior supervisory experience, or management of an entire operational area.

Expert level knowledge of key systems, maintenance processes, and troubleshooting techniques. Expertise in Windows OS, Mac OS, Active Directory, endpoint deployment/configuration management suites, MS Office, virus protection, drive encryption products, patch management, security best practices, data backup/ retrieval, TCP/IP networking, and specialized statistical/ business related software, as well as cloud computing and enterprise architecture platforms.

Work week is Monday-Friday, plus occasional weekend work with compensating days off during Monday-Friday. Shifts and work days may fluctuate as academic demands require.

Preferred Qualifications

Experience in a higher education or other academic setting is highly desirable. Knowledge of teaching and learning technologies is strongly preferred. Advanced ITIL v4 certifications preferred.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.