IT Help Desk & Service Delivery Lead

The City University of New York; New York (NY); On-site; USD 113,000 - 139,000; Full time

Job summary

The City University of New York's Craig Newmark Graduate School of Journalism seeks an IT Senior Associate to administer and oversee the Help Desk and end-user support program. Reporting to the Executive Director of Operations, this role ensures responsive technology support for faculty, staff, students, and partners across academic, administrative, and media environments.

The position is designated as essential personnel and requires in-person work.

Qualifications

• Demonstrated English Language proficiency.
• A Motor Vehicle Driver's license, valid in New York State, may be required for some positions.

Responsibilities

• Administer daily Help Desk operations and serve as the primary operational lead for end-user technology support.
• Supervise and coordinate Help Desk staff, IT personnel, consultants, student assistants, and contracted support resources.
• Oversee the intake, triage, assignment, escalation, resolution, and documentation of incidents and service requests.
• Develop, track, and report service indicators such as ticket volume, response and resolution performance, backlog, escalation trends, and issues impacting users.
• Create, organize, review, and maintain Help Desk procedures, SOPs, troubleshooting guides, and knowledge articles.

Skills

English proficiency

Driver's license

Job description

The City University of New York's Craig Newmark Graduate School of Journalism seeks an IT Senior Associate to administer and oversee the Help Desk and end-user support program. Reporting to the Executive Director of Operations, this role ensures responsive technology support for faculty, staff, students, and partners across academic, administrative, and media environments.

The position is designated as essential personnel and requires in-person work.