Manager, Desktop Support

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

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $108,000 to $135,000

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

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

Essential Duties:

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.
• Foster 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/requested.

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.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.