Located in Manhattan, The New York Proton Center (NYPC) is one of the most unique and respected clinical partnerships in the world of proton therapy. The collaboration between Memorial Sloan Kettering Cancer Center, Montefiore Medical Center and Mount Sinai Health System brings state of the art proton therapy treatment to the patients of New York and the surrounding areas.

Our team at NYPC is comprised of highly motivated, passionate, professional and engaged individuals working together as a dynamic team to deliver an exceptional level of patient care, providing the most advanced proton therapy technology. We offer our employees a competitive compensation and benefits package with flexibility for growth and career advancement.

If you meet the criteria and would like to be a part of our collaborative, innovative and patient focused team, please apply with a cover letter and copy of your resume, or CV, to the current opportunity listed below.

Position Summary:

The IT Support Services Lead is responsible for overseeing the daily operations of the New York Proton Center Desktop Support and Account Administration functions. This team provides technical support to end users for issues associated with desktop computer hardware/software, Windows O365, miscellaneous productivity applications, printers, phones, networking, security and conference room technology.

This role is hands-on. In addition to the management of the ticket queue, the IT Support Services Lead is responsible for working and closing tickets assigned to the Desktop Support team.

Candidates should be familiar with ITIL foundational practices (Incident Management, Problem Management, Change Management).

Duties and Responsibilities:

• Supervise the day-to-day activities of the Desktop Support team.
• Responsible for assigning, tracking and resolving incoming Incidents and Service Requests tickets entered into the Service Now management application,in partnership with our Managed Service Provider.
• Create and maintain IT documentation, procedures, and Knowledge Articles.
• Manage and maintain hardware, including ordering new equipment and maintaining an inventory of all assets.
• Oversee the Access Administration function, onboarding/offboarding and user access recertification.
• Ensure prompt response to on-site and off-site users requiring assistance with technology provided by NYPC.
• Engage in the Continual Service Improvement (CSI) Program, including assignment of Problem Tickets and Project work to improve operating efficiency of technical/application support.
• Partner with the NYPC IT Engineering team to resolve complex technical problems.
• Comply with all New York Proton Center policies related to Privacy Rules established under the Health Information Privacy and Portability Act of 1996 (HIPAA).
• When required (e.g., in periods of excess demand, or to cover staff absences):
• Respond promptly to on-site and off-site users requiring assistance with technology provided by NYPC.
• Perform other job-related duties, as assigned.

Qualifications:

• A Bachelor’s degree in computer science or related field of study is preferred.
• At least 3 years of management / supervisory experience of an IT Support team.
• At least 5 years of experience in the field of IT providing customer support; troubleshooting user IT related issues.
• Familiarity with network basics, including an understanding of the function of routers/switches and related protocols, LAN/WAN Security, firewalls, load balancers and wireless strongly desired.
• Strong interpersonal skills and customer service skills are required.
• Familiarity with the administration of the Microsoft O365, Intune and Autopilot platforms.
• Strong IT risk management awareness.
• Exceptional written and oral communication skills.
• Willingness to work extra hours as dictated by operational requirements.

About the Area:

New York City is a major metropolitan city and is home to world-renowned cultural offerings. Outdoor attractions include a variety of parks and greenspaces including Central Park, the Brooklyn Botanical Gardens, the Bronx Zoo, and the High Line; multiple waterfronts on the island afford convenient access to scenic activities. Cultural activities abound in Broadway, Madison Square Garden, Lincoln Center, The Metropolitan Museum of Art, and the Museum of Modern Art, Iconic sites include the Statue of Liberty, Empire State Building, Rockefeller Center, Times Square, and the One World Trade Center; championship teams in every major league sport; shopping abounds in SoHo, Fifth Avenue, Chelsea Market, and the Fashion district; and culinary offerings are second to none. The New York Proton Center is well-located for city living and suburb living, with multiple suburbs located 25 minutes from the Center, home to some of the best public-school systems in the country.

The salary range and/or hourly rate displayed is a determination of base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. NYPC takes into consideration several factors in making compensation decisions including, but not limited to, skillset, experience and training, licensure and certifications, internal equity and other business and organizational needs.

The New York Proton Center (NYPC) strives to maintain a workplace that accepts and appreciates the differences among our employees. The company will not discriminate against any applicant or employee based on age, race, gender, color, religion, national origin, ancestry, disability, marital status, covered veteran status, sexual orientation, gender identity and/or expression, genetic information, status with respect to public assistance or any other characteristic protected by state, federal, or local law.