Manager, IT User Support

Manages the support functions for the end users in EVP Operations work groups who use CPACSweb, SMS, WMSy, work order system and future systems implemented by Operations Technology Services. Defines training standards and manage training for new users and retraining for existing users as needed. Develops best practices for processes, testing guidelines and training content. Develop distributed training services for new and recurring users for Operations systems. Incumbent will also be responsible for reviewing and ensuring the accuracy of space drawing data. They will develop and promote best practices for maintaining space data. They will work with construction project management teams to review architectural contracts to ensure that drawing information provided by architects for new spaces, space renovation etc. meets NYU standards. They will also work with Schools and Admin Units Space Stewards and Fiscal Officers to ensure that occupancy related information is provided in SMS and updated as changes happen. Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected.

Qualifications

Required Education:
Bachelor's degree in Computer Science, IT, Education or an equivalent combination of education and experience.

Preferred Education:
A background in Architecture is preferred.

Required Experience:
4-5 years' related experience or an equivalent combination. Must include experience with user support, financial reporting and analyzing financial data. Familiarity with Self Service User Support methodologies and best practices. Advanced level experience with Microsoft Excel and AutoCAD.

Preferred Experience:
Master level expertise in Microsoft Office and Google applications. Some knowledge of HTML and xml. Work experience of creeating document templates for ease of use for the end user and have aesthetic value at the same time. AucotCad experience also helpful. Familiarity with Higher Education Space Reporting needs and basic Space planning principles is a plus.

Required Skills, Knowledge and Abilities:
Ability to learn complex systems from user perspective. Understanding of basic system architecture. Good verbal and written communication skills. Excellent analytical, problem solving and inter-personal skills. Ability to work independently and in a team/project-oriented environment. Willingness to learn new technical skills and accommodate evolving technologies. Hands-on experience with user support and financial reporting. Ability to understand complex finance related concepts, evaluate data quality and analyze large data sets. Ability to interpret and communicate technical concepts to a non-technical audience is required. Ability to prioritize and execute multiple work tasks and ensure the team is able to deliver as needed. Ability to interact effectively with a diverse population is required. Ability to manage the team in line with the operational goals for the department. Familiar with Distributed training practices, and procedures.

Preferred Skills, Knowledge and Abilities:
AutoCad helpful.

Additional Information

EOE/AA/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity