Assistant Director, Desktop Services at Cornell University in ithaca, New York

Job Description:

Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty and staff of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply.

What is Cornell University and what is Information Technology @ Cornell?
Cornell University, unique among peers, is the federal land-grant institution of New York State, a private endowed university, and a member of the Ivy League. Information technologies (IT) is a strategic enabler for many functions at Cornell. Staff working in IT are found in most colleges and units across Cornell. We are comprised of many organizations, but we work as one. By being where Cornell faculty, staff, and students are, we are better able to offer support-whether needed at your desktop or to solve a major business, academic or research objective-to everyone at Cornell. Check out this link to find out more about IT@Cornell.

What you will do:

As a member of the leadership team in Cornell Information Technologies' (CIT) Infrastructure division, the Assistant Director, Desktop Services will:

• Provide effective leadership, mentorship, and direction to a broad functional area that includes:
  
  
  • Desktop engineering for most of the Ithaca campus
  
  
  • Desktop support for multiple administrative units
  
  
  • Executive support for university senior leadership
  
  
  
  

• Work with managers of these areas to establish standards and processes that emphasize customer satisfaction, communication, and efficiency;


• Develop and maintain strong relationships with a wide range of clients, CIT staff, stakeholders, IT experts on and off-campus, and vendors while demonstrating an excellent understanding of stakeholder business functions and processes across campus;


• Ensure that desktop / laptop systems, hardware, and software maintained by CIT run according to Cornell compliance and security standards;


• Work with CIT peers on, and engage campus in supporting forward-thinking initiatives such as application streaming, desktop virtualization, and the support of mobile and IOT devices;


• Provide change management for customer expectations in the sunsetting of services that are no longer providing value and work with campus customers to identify and provide alternatives for these services;


• Participate in ITSM activities including oversight of documentation and metrics produced for Desktop Engineering and Desktop Support services;


• Act as an IT and business partner with Cornell customers, developing trust and credibility as an individual and on behalf of CIT, to support business initiatives such as support for international travel;


• Lead and ensure the successful implementation of appropriate strategies;


• Develop and direct service products, processes and programs;


• Work collaboratively and negotiate as needed to ensure the effective identification and resolution of complex issues.

Working in conjunction with other units in IT and campus stakeholders the Assistant Director will also be responsible for developing and analyzing strategies for the following areas:

• Provide oversight and leadership to the Certified Desktop portfolio of services.


• Virtual Instructional Computer Labs, staff and associated support programs


• Classroom Technology


• Program planning & budgets


• Vendor relationships


• Staff Management


• Reporting & Metrics

What you will be:

You will be a people person and experienced supervisor who is passionate about technology and solving complex problems with a strong customer service focus. One who identifies opportunities in challenges and shows initiative. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. Also, we work as a team here, so collaboration is key!

Additionally, you will have:

Bachelor's degree with a minimum 5+ years of diverse technical support experience required, including significant experience managing information technology-related products, or an equivalent combination of education and experience with a wide variety of fields acceptable; substantial knowledge about the information technology field is required; a background in technical support concepts is essential.

• Experience leading teams; demonstrated ability to partner with diverse teams throughout an organization and to work effectively with end users of varying technical knowledge to deliver solutions.


• Project management experience required.


• Strong communication, interpersonal skills and team-building are required, both one-on-one and in group settings. Must be able to translate customer needs into service requirements. Ability to build and maintain effective working relationships to facilitate projects essential.


• Familiarity with common desktop applications and productivity tools required. Previous use of service desk software, especially TDX, is desirable.


• Must be able to work effectively in a dynamic, deadline driven, complex, team-based environment with multiple competing priorities.


• Excellent oral and written communication skills including ability to obtain and convey service information to others of varying levels of technical knowledge and responsibility essential.


• Must have well-developed problem-solving abilities, analytical, reasoning and judgment skills.


• Strong aptitude and desire to learn new technologies; familiarity with current practices and tools for supporting imaging, computer deployment and desktop management

If you have all those things, great! We have a few more things that we would prefer you to have, but it's ok if you don't.

• Experience in a university setting is desirable, and specific experience at Cornell is preferred.

Potential for Ongoing Remote

This position is located in Ithaca, New York. Due to the COVID-19 pandemic, and the University's need to limit the number of on-campus employees, the successful applicant will be asked to perform this role remotely in the United States. Ongoing remote-work status in the United States will be an option, even once the campus permits more employees to work on campus, with a requirement of travel to Ithaca on an as needed basis.

The New York Convenience of employer guidelines require New York State individual tax reporting and withholdings for this position. Additional individual state income tax filings may also be required if working temporarily outside New York State.

What we offer:

Great benefits that include educational benefits, access to a plethora of wellness programs, employee discounts with local and national retail brands, health care options to choose from, generous paid leave provisions: 3 weeks of vacation, 12 university paid holidays (including end of year winter break through New Year's Day) and superior retirement contributions.

An active and diverse community to work and thrive in! Cornell is situated in picturesque Ithaca, New York, the heart of the Finger Lakes. Ithaca is home to two academic institutions, state parks, waterfalls, gorges, and a wide range of art galleries, theaters, eateries, wineries, and breweries. Ithaca has something to suit all ages and interests!

No Visa sponsorship available for this position.

University Job Title:

Info Tech Asst Dir I

Level:

G

Pay Rate Type:

Salary

Company:

Endowed

Contact Name:

Cyndi Morris

Number of Openings:

1

Current Employees:

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Online Submission Guidelines:

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Employment Assistance:

If you require an accommodation for a disability in order to complete an employment application or to participate in the recruiting process, you are encouraged to contact Cornell University's Department of Inclusion and Workforce Diversity at voice (607) 255-3976, fax (607) 255-7481, or email atowdi@cornell.edu.

For general questions about the position or the application process, please contact the Recruiter listed in the job posting.

Applicants that do not have internet access are encouraged to visit your local library, or local Department of Labor. You may also visit the office of Workforce Recruitment and Retention Monday - Friday between the hours of 8:30 a.m. - 4:30 p.m. to use a dedicated workstation to complete an online application.

Notice to Applicants:

Please read the required Notice to Applicants statement by clicking here. This notice contains important information about applying for a position at Cornell as well as some of your rights and responsibilities as an applicant.

EEO Statement:

Diversity and Inclusion are a part of Cornell University's heritage. We are a recognized employer and educator valuing AA/EEO, Protected Veterans and Individuals with Disabilities. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations. Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students, and staff impart an uncommon sense of larger purpose, and contribute creative ideas to further the university's mission of teaching, discovery, and engagement.

2021-07-23-07:00 Apply Now