Head of Desktop Support & IT Service Delivery

Columbia University in the City of New York; New York (NY); On-site; USD 108,000 - 135,000; Full time

Job summary

Columbia University in the City of New York (CUIMC) seeks a Manager of Desktop Support to lead the daily operations for faculty, staff, and students. You will oversee service delivery, staff development, and process improvements to maintain high customer satisfaction and efficiency.

You will collaborate with IT units to uphold security and compliance, including HIPAA/FERPA, and supervise a team of specialists ensuring timely issue resolution and strong vendor relationships.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 4 years of desktop support experience with at least 2 years in a supervisory role.
• Solid knowledge of Windows and macOS operating systems and remote support tools.

Responsibilities

• Oversee troubleshooting and resolution of desktop, laptop, mobile device, and peripheral issues.
• Manage deployment, configuration, and lifecycle of endpoint devices and software.
• Monitor service desk tickets and ensure timely resolution per SLAs.
• Assist in budgets and procurement of desktop hardware, software, and tools.
• Liaise with vendors to maintain support agreements and quality standards.
• Ensure activities comply with HIPAA/FERPA and security policies.
• Supervise desktop support staff and manage external service providers.
• Serve as liaison between IT and business stakeholders; drive reviews and planning.

Skills

Supervisory experience

Desktop support experience

Windows

macOS

Remote support tools

Education

Bachelor's degree in Information Technology/Computer Science or related field

Tools

Endpoint management tools

Job description

Columbia University in the City of New York (CUIMC) seeks a Manager of Desktop Support to lead the daily operations for faculty, staff, and students. You will oversee service delivery, staff development, and process improvements to maintain high customer satisfaction and efficiency.

You will collaborate with IT units to uphold security and compliance, including HIPAA/FERPA, and supervise a team of specialists ensuring timely issue resolution and strong vendor relationships.