Job No: 495241 Work Type: Staff Full-time Department: Information Technology Services Location: Beren Campus, 245 Lexington Avenue, NY, NY Categories: Information Technology
Position Summary: Technical Support Manager will work with a team of Technical Support Specialist and provide coaching, mentoring, and performance management to help them grow their knowledge and professional skills in order to provide a high-quality end-user experience. The incumbent will have the opportunity to wear a lot of hats. Additional responsibilities and projects can vary each day, so you'll need to be flexible and willing to serve the team in whatever capacity may be needed.
Strong verbal and written communication skills; able to communicate in a clear, constructive, and professional manner
Responsible for IT operations, daily management, strategic planning and leadership for Yeshiva University
Direct and coordinate a team of tech support specialists and laison with the helpdesk
Analyze situations and determine resources needed to solve them
Analyze, record, track software and hardware matters of significance pertaining to networking connectivity issues, printers, servers, and applications to meet university needs
Develop performance measurements framework and facilitated feedback to team members on issues such as customer service, communication, and technical skills.
Manage all classroom technology across the University. Extron knowledge preferred
Implement Desktop standards and best practices used throughout the department and contribute to development of Service Desk support strategy
Leverage internal and external knowledge to resolve customers issues
Partner with Systems and Network teams to manage critical situations and incidents proactively and reactive
Support users by providing escalated desktop support for incidents and service requests by providing troubleshooting and training
Define and manage Service Level Agreements on service request response and resolution in accordance with business need
Perform end-user satisfaction surveys and develop action plans to address areas which need improvement
Document and maintain Standard Operating Procedures ensuring efficient and consistent resolutions and task
Responsible for resource and time management for the day to day tasks of the Tech Support Team
Develop training plans for technical support team
Follow-up on and take responsibility for unresolved issues or escalations
Experience of driving change initiatives in a support environment
Review daily priorities and take appropriate action to ensure results are achieved
Experience & Educational Background: Education:
Bachelor's degree preferred, or relevant work experience
6 to 10 years of related experience
At least 5 years of Management experience is required
Skills & Competencies:
Liaison to all department and senior staff across all campuses
Effective interpersonal and communication skills both written and verbal
Experience improving and developing the knowledge & skills of others
Able to work on own initiative to develop the team
Analytical and abstract thinking skills with the ability to quickly process information and problem solve
Ability to interpret end-users needs and act on it
About Us: Founded in 1886, Yeshiva University (YU) has a strong tradition of combining Jewish scholarship with academic excellence and achievement in the liberal arts, sciences, medicine, law, business, social work, Jewish studies, education, psychology, and more.
We are a leading global educational institution that employs 2,000 people across our various campus locations -- Wilf Campus, Beren Campus, Brookdale Center, Resnick Campus in the Bronx, the Gruss Institute in Jerusalem, the Boys High School in Manhattan and the Girls High School in Queens. From the distinguished faculty who teach here, to the dedicated staff, we work to fulfill our mission through all that we teach, by all that we do and for all those we serve. We seek to attract and retain engaged and committed individuals who contribute to an exciting working environment, where there is a sense of community and belonging, balanced with a significant cross section of people from diverse backgrounds working and studying together.
The University offers an excellent compensation package, and a broad range of employee benefit plans, including immediate participation in the Universitys retirement plan. Staff members are typically eligible for four weeks paid vacation each year and have access to a shuttle to nearby subway locations.
Yeshiva University is an equal opportunity employer committed to hiring minorities, women, individuals with disabilities and protected veterans.
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Yeshiva University has been transforming lives for more than a century. Nowhere but here can students have a personal, small college experience while benefitting from the academic rigor of a top ranked research university. Since its inception YU has been dedicated to melding the ancient traditions of Jewish law and life with the heritage of Western civilization, and each year we celebrate as future leaders make YU their home. Yeshiva University is an equal opportunity employer committed to hiring minorities, women, individuals with disabilities and protected veterans.