Computer Systems Manager, Level 3; Service Desk Manager - Provisional

GENERAL DUTIES

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.

The Service Desk Manager provides day-to-day operational leadership for Information Technology Support Services at Lehman College. Reporting to the Director of Information Technology Support Services, the position is responsible for managing the delivery of public-facing services offered by the division, including the IT Center. The IT Center consists of eight academic computing labs, an academic open center, a training lab, a faculty lab, and the public-facing tier one IT service desk as well as a satellite service desk at the library.

The Service Desk Manager serves as the primary operational owner of the IT Service Desk, with responsibility for frontline staff supervision, scheduling, service standards, escalation management, and continuous service improvement. The role ensures that support services are delivered in a professional, reliable, and customer-focused manner aligned with the mission and priorities of the College and the Division of Information Technology.

Computer Systems Manager

Exempt

Lehman College, of The City University of New York, ranks among the top five institutions in the nation for fostering social mobility. A four-year Hispanic-Serving Institution in the Bronx, Lehman offers bachelor’s, master’s, and advanced degrees and certificate programs in the Liberal Arts, sciences, and professions. The College’s community-driven mission and notable academic programs attract a diverse, international enrollment of over 15,000 students who take courses on its 37-acre, tree‑lined campus and online degree programs.

Many thousands more community members benefit yearly from its active cultural, educational, health, and economic outreach programs and services.

The Information Technology Division of Lehman College is responsible for technology delivery, leadership, and innovation to achieve Lehman’s strategic vision of transforming lives and communities. We deliver by being accountable for the reliable, service-oriented, and transparent management of computing, data, network, and telecommunications, Service Desk, multimedia and applications and web resources that are responsive to the needs of the College. We lead by implementing contemporary technologies that enhance the quality of teaching, learning, research, and work experiences, adding measurable value for the students, faculty, staff, alumni, and communities we serve.

We innovate by advancing a forward-thinking, seamless, and collaborative technology environment that increases efficiency and ensures the highest quality education.

• Operational Leadership and Service Delivery:
  Provide day‑to‑day operational leadership for the IT Service Desk and IT Center, overseeing public-facing support services including walk‑in, phone, and ticket-based support across multiple service locations.
• Staff Supervision and Workforce Management:
  Supervise full-time staff and hourly IT Support Assistants; manage scheduling, coverage, onboarding, training, and performance evaluation to ensure consistent, reliable service delivery.
• Service Standards and Customer
  
  Experience:
  
  Establish, enforce, and monitor service standards related to response time, communication, and resolution quality, promoting a respectful, customer-focused support culture.
• Escalation and Issue Resolution:
  Serve as the primary point of operational escalation for service incidents, user concerns, and staff issues, ensuring timely resolution and appropriate coordination with other IT units.
• Service Improvement and Process Optimization:
  Monitor service activity, identify recurring issues and trends, and collaborate with other IT units in implementing process improvements to enhance efficiency,…