| As the manager of the Desktop & Lab Support team, this individual is the service manager for a service portfolio provided by the Desktop & Lab Support team with particular emphasis on providing IT customer support for designated departments, CIT Computer Labs, and related IT needs.|
The Desktop & Lab Support team is responsible for procuring, configuring, deploying, and supporting Windows and Apple user and lab devices. This includes deployment of devices that meet Policy 5.10 compliance with appropriate software. The position is responsible for keeping the Cornell desktop environment up-to-date as the IT industry changes; for example, moving from physical to virtual desktops.
The manager coordinates and directs the efforts of a technical team, ensuring that goals are met and work occurs in a consistent and logical manner. This position is responsible for overall team performance and team objectives.
The position focuses on building an IT support service for departments, units, and student labs with emphasis on device management, packaging and deployment of software, file server, printer, and other IT needs. Leads the Desktop & Lab Support team in developing processes, documentation, and procedures, and writing scripts to automate management tasks. Facilitates smooth transition for onboarding new or existing customers with emphasis on continual process improvements. Leads customer-oriented sessions, presentations, trainings, and working groups aimed at understanding new or changing requirements. Works closely with the Desktop Engineering Manager and other team members to evaluate feasibility of other potential solutions and assess impact of activities on service levels.
Actively leads in developing future strategic directions for the services provided by the Desktop & Lab Support team.
The individual in this position will also build and maintain relationships across the campus, engaging stakeholder teams and individuals, gathering and understanding requirements, training and advising, and providing customer support. This position will interface with customers regularly, onboard new departments, units, and computer labs, and will be a strong resource for building a community around the desktop and lab support service.
Bachelor's degree or equivalent; minimum of 3-5 years' experience working in a mixed Microsoft/Apple production environment, or an equivalent combination of education and experience. Strong customer focus with expertise in enterprise desktop management. Experience providing 2nd or 3rd level support to end-user IT support teams. Excellent organizational skills with the ability to prioritize multiple projects. Strong positive attitude with excellent written and oral communication skills. Comfortable with public speaking in the context of explaining technical concepts to both technical and non-technical staff. Ability to work well with highly technical staff in both a team and a client/service provider capacity, in a professional, respectful work environment. Desire to continually learn about new technology and analyze how it might best be applied. Proven innovative thinker. Understanding of Mac and Windows workstation. Intermediate understanding of concepts of ITIL. Project management experience. In-depth understanding of current Apple and Windows operating systems. Excellent understanding of enterprise desktop support and associated technology.
Conceptual and functional understanding of programming and scripting. Experience configuring and using desktop management tools in a large enterprise environment, preferably Configuration Manager and Caspar. Experience with virtual desktop technology.
When applying through our system, please remember to attach your application materials (Resume/Cover Letter/CV) in either Microsoft Word or PDF format. In the Experience section of your application, use the 'Drop Files Here' box to manually drag document(s) into your application. For a more detailed description and instructions on how to apply online please click here as an external candidate or click here if you are an internal candidate. Please note: Cornell Employees must apply through the Internal Cornell Career site.
No Visa sponsorship is available for this position.
No relocation assistance is available for this position
University Job Title:Info Tech Area Mgr II
Pay Rate Type:Salary
Contact Name:Cyndi Morris
Number of Openings:1
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.2017-04-12-07:00