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Columbia University
Manager, Desktop Support
Higher Ed
Help Desk
Edtech.com's Summary
Columbia University is hiring a Manager, Desktop Support for CUIMC IT at the Columbia University Medical Center. The role oversees the daily operations of the desktop support team, delivering timely technical assistance to CUIMC faculty, staff, and students. It also manages service delivery, staff development, and process improvements while upholding security and compliance standards.
Highlights
- Oversee troubleshooting and resolution of desktop, laptop, mobile device, and peripheral hardware and software problems.
- Manage the deployment, configuration, and lifecycle of endpoint devices and software applications.
- Monitor service desk tickets and ensure resolution within service level agreements.
- Ensure desktop support complies with security policies and regulations such as HIPAA and FERPA, including patch management, antivirus updates, and data encryption.
- Manage budgets, procurement, and vendor relationships for desktop support hardware, software, and tools.
- Supervise, mentor, and develop desktop support technicians and specialists, and run regular service reviews and performance reporting.
- Serve as the primary liaison between IT and key business stakeholders.
- Bachelor’s degree or equivalent experience and four years of desktop support experience, including at least two in a supervisory role; salary range is $108,000 to $135,000.
Manager, Desktop Support Full Description
Manager, Desktop Support
CUIMC IT, Columbia University Medical Center | New York, NY
Job requisition: 560163 | Full time, 35 hours per week | Regular | Grade 105, Officer of Administration
Salary range: $108,000 to $135,000
Position Summary
The Manager, Desktop Support oversees daily operations of the desktop support team, ensuring timely and effective technical assistance for CUIMC faculty, staff, and students. This role manages service delivery, staff development, and process improvements to maintain high standards of customer satisfaction and operational efficiency.
The Manager collaborates with other IT units to support institutional goals and uphold security and compliance standards.
Responsibilities
Operational Oversight
- Oversee troubleshooting and resolution of desktop, laptop, mobile device, and peripheral hardware/software problems.
- Manage the deployment, configuration, and lifecycle of endpoint devices and software applications.
- Monitor service desk tickets and ensure timely resolution according to service level agreements (SLAs).
- Assist in managing budgets and procurement of desktop support hardware, software, and tools.
- Liaise with vendors and service providers to maintain support agreements and quality standards.
Security & Compliance
- Ensure desktop support activities comply with institutional security policies and relevant regulatory requirements such as HIPAA and FERPA.
- Oversee the implementation of endpoint security measures, including patch management, antivirus updates, and data encryption on supported devices.
- Collaborate with Information Security teams to identify, report, and mitigate potential security vulnerabilities related to desktop environments.
People
- Supervise and support desktop support technicians and specialists in resolving end-user issues.
- Manage relationships with external service providers, ensuring contract adherence and high service quality.
- Act as the primary liaison between IT and key business stakeholders to ensure expectations are met and exceeded.
- Facilitate regular service reviews, performance reporting, and planning sessions.
- Lead, mentor, and support a team of service delivery and IT operations staff, fostering a culture of accountability, professional development, and collaboration.
- Drive initiatives that support employee engagement and IT service excellence.
Other
- Keep current with emerging technologies and desktop support trends.
- Participate in department meetings and contribute to IT strategic initiatives.
- Perform other related duties and responsibilities as assigned.
Minimum Qualifications
- Bachelor’s Degree in Information Technology, Computer Science, or related field, or equivalent experience.
- 4 years of experience in desktop support or end-user services, with at least 2 years in a supervisory role.
- Solid knowledge of Windows and macOS operating systems, endpoint management, and remote support tools.
Preferred Qualifications
- Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, or CompTIA Project+.
- Experience in a healthcare or academic environment.
- Familiarity with compliance standards such as HIPAA and FERPA.
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