IT Support Services Manager

The College of Veterinary Medicine (CVM) at Cornell University is recognized internationally as a leader in animal medicine, public health, biomedical research, and veterinary medical education. Ranked as one of the top veterinary colleges in the nation by US News & World Report consistently since 2000, the College will continue to excel in providing education and advanced training that prepare veterinarians and scientists to serve society in critical roles in clinical and diagnostic veterinary medicine, public health, scientific inquiry, and public policy. The college strives to advance animal health through discovery-based research, the delivery of excellent clinical care, and continued vigilance against the spread of diseases. Additionally, clinical services provided in the Cornell University Hospital for Animals (CUHA, Ithaca), the Cornell University Veterinary Specialists (CUVS, Stamford, CT), and Cornell Ruffian Equine Specialists (CRES, Elmont, NY), as well as the Animal Health Diagnostic Center (AHDC, Ithaca) are responsible for more than $40 million in annual revenue.

The department of Veterinary Medicine Information Technology (VMIT) provides strategic leadership and oversight, support and services, planning and implementation of Information Technology throughout the College of Veterinary Medicine. VMIT supports five college academic departments, administration, Animal Health Diagnostic Center (AHDC) including several remote labs, and Cornell University Hospital for Animals (CUHA). 

The IT Support Services Manager is an integral member of the VMIT System Administration and Support Team.  A significant portion of position’s time will be spent directly supervising, coaching, and mentoring IT Specialists along with performing daily, weekly, monthly and yearly reviews of performance of technical support services.  Reviews the workload daily and make assignments to individual team members.  Oversees and monitors the desktop support and systems administration support queue to ensure tickets are resolved or escalated in alignment with service targets.  This position handles both technical and management escalations and coordinates resolution.  Ensures overall customer satisfaction with the service delivery of the support team. Provides accurate data, reporting, and monitoring of Key Performance Indicators and trends.

Communicates complex technical information and resolution steps to customers of varying technical skill levels as well as other technical support providers.  Informs, recommends and implements long and short range plans for IT initiatives.   Defines, documents and implements procedures and automated mechanisms to ensure availability, reliability, security and scalability of enterprise computing environments.  Assists with technical research, recommendations, and other input related to overall directions for IT support services.  Consults on industry trends and how those trends might inform decisions. 

This position serves as a member of the VMIT management team and is required to perform all the managerial duties that would be expected of any person that has to manage direct reports at Cornell (i.e. Performance dialogues, Time Reporting, Time Off Approval, etc.).  Assists with development of the unit's goals, directions, technical approaches and specific initiative implementations and services.   This position oversees and manages IT initiatives from initiation, through implementation, and support. Development and documentation of support processes, procedures, and technical solutions is a key responsibility. 

Employees are expected to meet all of the Cornell University Staff Skills for Success, which are essential for individual and organizational success. 

Employees may be required to work outside of normal business hours, including occasional holidays, evenings, and weekends. This position is often on call for after-hours emergency IT support.

Required Qualifications:

• Bachelor’s degree in business administration or information technology related field and 3 to 5 years’ experience in a supervisory/management role, or an equivalent combination of education and experience.

• Strong technical aptitude with self-motivation and ability to quickly learn new technologies.

• Excellent customer service and interpersonal skills.

• A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

• Proven success leading and developing teams, including conflict resolution.

• Adaptable to changing priorities, deadlines, ability to multi-task, and handle urgent interruptions with high level of professionalism and a positive attitude.

• Effectively work on multiple projects involving various end users, meet deadlines and proactively communicate status updates in a timely manner.

• Able to communicate effectively and professionally verbally and in writing to technical staff and non-technical customers at all levels of the organization.

• Ability to develop support and operational documentation for knowledge management.

• Experienced with identifying opportunities for and implementing process improvement initiatives.

• Experience gathering and analyzing data to measure key performance indicators.

• Knowledge of Windows and Mac OS, management tools (System Center Configuration Manager, JAMF), active directory and group policy, hardware and software configuration.

• Ability to see big picture of IT support needs enterprise-wide and contribute constructively to long-term strategic directions for IT desktop support.

• Acute attention to detail and ability to track multiple IT incidents, requests and initiatives simultaneously. 

• Ability to build positive relationships and work effectively with people of varying degrees of technical proficiency. 

• Knowledge of commonly-used concepts, best practices, and procedures for IT support services.

• Ability to develop complete, clear and thorough documentation on technical processes and procedures.

• Experience using a ticket tracking system.

Preferred Qualifications:

• Experience with BMC Remedy and/or Team Dynamix a plus.

• Experience in a health care information technology a plus.

• Experience with SCCM /JAMF in an enterprise environment a plus.

• Knowledge of ITIL and IT Service Management a plus.

• Knowledge of service level agreements.

• Experience working with service providers, external consultants and staff augmentation models.

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.

Visa sponsorship is not available for this position.

Relocation assistance will not be provided for this position.

Background check may be required.