IT Services Operations Manager

Job Level
Mid-level position
Job Category
Manager / Supervisor
  • Technology
  • Information Technology
Job Status
Areas of Responsibility
  • Systems / Operations
  • Information Technology
  • Services / Service Management

I.T. Computer Systems Managers manage and direct an Information Technology area at a College or University level. They set policies and procedures, direct technical staff, and maintain responsibility for administrative as well as technical issues within their assigned area(s) of responsibility. They may manage major and/or large, complex information systems activities and/or manage a unit or group.

This job is in CUNY's Classified Managerial Service. The full specification is available on our web site at


Computer Systems Manager




The Graduate Center, CUNY is the focal point for advanced teaching and research at The City University of New York (CUNY), the nation's largest urban public university. With over 35 doctoral and master’s programs of the highest caliber, the Graduate Center fosters pioneering research and scholarship in the arts and sciences and prepares students for careers in universities and the private, nonprofit, and government sectors. The Graduate Center’s commitment to research and scholarship for the public good is exemplified by its more than 30 centers, institutes, and initiatives, including its Advanced Science Research Center (ASRC), a 200,000 square-foot facility in upper Manhattan, designed to promote collaboration among scientists in five areas of global research and innovation: nanoscience, photonics, structural biology, neuroscience, and environmental sciences.

The Graduate Center (GC) benefits from highly ambitious and diverse students and alumni—who in turn teach hundreds of thousands of undergraduates every year. Through its public programs, the Graduate Center enhances New York City’s intellectual and cultural life.

Information Technology (IT) is the division of the Graduate Center responsible for media, voice, video, and data systems and services. The mission of this unit is to promote, facilitate, and support the effective use of technology in the learning process, in instruction and research, and in processing and accessing institutional information.

Reporting to the Director of the Client Services Division, the IT Services Operations Manager is a technical hands-on leader for delivering desktop and media support by driving operational excellence. S/he is responsible for delivering desktop and media support by managing, evaluating, and developing the technical IT and Media Services staff and desktop support specialists. This position interfaces with IT managers and technical staff and participates in resolving escalations and coordinating the communication of service status related to his/her area of responsibility. The Manager is also responsible for the day-to-day operations of the GC’s IT and Audiovisual (AV) technology environment which includes facilitation and provisioning of all IT and AV services for all building venues, including the Proshansky Auditorium (seats 240), the Baisley Powell Elebash Recital Hall (seats 180), the Martin E. Segal Theatre (seats 70), and all classrooms/conference rooms. The various AV functions include: video conferencing, LCD projectors, webinars, presentations, video streaming, recording and digital signage.

NOTE: To be considered for appointment to this position, candidates must have filed for the Computer Systems Manager exam (Exam # 9012). Continued employment is contingent on being reachable on the Civil Service list for Computer System Managers.

Duties include but are not limited to:

  • Provides leadership, direction and supervision, and day-to-day operational and technical support to members of the desktop and media support teams; mentors, coaches and leads staff; creates work assignments, establishes priorities, monitors, reviews and supervises completion of assignments on time; conducts performance evaluations and initiates corrective actions; trains staff on new systems and develops professional growth opportunities;

  • Directs the workflow of technicians and organizes the daily floor activities to ensure timely setup, refresh, and removal of equipment. This includes monitoring the delivery, set up, tear down and testing of customer requested and/or room built in audiovisual and technology equipment such as projectors, screens, microphones, laptops, video conference codecs, flat screen TVs, portable speakers, Blu-Ray players, and wireless presenter devices, etc.;

  • Provides data and reports Key Performance Indicators and trends to IT department and others in ad-hoc, weekly, monthly meetings and as needed; drives BMC Track-It! System and develops strategies for improvement; monitors and manages phone queue as well as the CUNYfirst CRM ticketing system;

  • Assists with the hiring, training and management of the Media and IT Services staff; evaluates the performance of assigned staff; monitors performance and takes appropriate corrective action to address performance deficiencies;

  • Develops a training program for staff in the operation and use of AV tools and technologies to ensure they maintain acceptable knowledge and skill levels;

  • Plans, designs, leads and coordinates media and desktop support related activities and provides administrative direction and leadership for daily operational undertakings;

  • Serves as a member of ITMT+ and participates in annual budget-building deliberations;

  • Oversees scheduling, prioritization and timely completion of service calls, work orders and projects; coordinates and escalates support issues with other IT units;

  • Develops and establishes phone/ticket escalation processes to ensure free flowing escalation and information within the organization; determines root cause of issues and communicates appropriately to internal and external customers;

  • Coordinates all installations and fixes for desktop computers, printers, telephones, software, peripherals, etc. for public spaces and student, academic and administrative systems;

  • Oversees Knowledge Base and ensures top quality solutions are available to staff; develops Service and Business Level Agreements to set expectations and measure performance;

  • Maintains centralized policy and procedures documentation and process flows for the function and controls; monitors and facilitates documentation of new of changes to policies and procedures;

  • Engages in ongoing professional development activities;

  • Performs other duties as assigned.


  1. Six (6) years of progressively responsible full-time paid information systems technology experience, at least 18 months of which shall have been in an administrative or managerial capacity in the areas of computer applications programming, systems programming, information systems development, data telecommunications, data base administration or a closely related area.

  2. Education at an accredited College or University may be substituted for the general information systems technology experience at the rate of one year of college for 6 months of experience up to a maximum of 4 years of college for 2 years of experience. In addition a Master's degree in computer science or a closely related field from an accredited college or university may be substituted for an additional year of the general information systems technology experience. However, all candidates must possess the 18 months of administrative or managerial experience described above.

This title has multiple levels. In addition to the minimum qualifications above, additional qualifications, such as education, experience, or certification relevant to the area of specialization are required.


A preferred candidate should have:

  • Five (5) years of management experience that includes recruiting, mentoring, career development and performance management, leadership and or team building.

  • Extensive knowledge of enterprise class desktop software such as Microsoft Windows 10 and Mac OS X.

  • Experience with enterprise deployment systems (SCCM, Casper) and enterprise monitoring and reporting systems.

  • Working knowledge of current audiovisual, audio, video and web conferencing technologies.

  • Experience with video conferencing systems and streaming technology such as Lifesize, Polycom, BlueJeans, Vidyo, Zoom, etc.

  • Knowledge of ITIL concepts including Service Management and Service Delivery and experience working within the ITIL Framework for Incident, Problem, Change, or Service Request Management; ITIL Foundation Certificate.

  • Experience with Windows active directory, LDAP and group policies.

  • Highly developed analytical skills and the ability to solve complex technical problems using a methodical systematic approach.

  • Strong written, verbal, and communication skills

  • Excellent interpersonal and customer service skills.

  • Ability to work evenings and weekends.


$90,000 - $100,000 Salary commensurate with education and experience.


CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans. Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria.