What are the responsibilities and job description for the Associate Director of Desktop Services position at State University of New York, Cortland?
The Associate Director of Desktop services has primary responsibility for overseeing and managing the Desktop Services team. This role provides leadership for end-user device management and configuration, security, application deployment, and hardware support. Responsibilities include personnel management, operations management, stakeholder relations, vendor relations, and strategic planning.
Watch to learn more about careers at SUNY Cortland: https://vimeo.com/1038936490
Watch to learn more about careers at SUNY Cortland: https://vimeo.com/1038936490
What makes SUNY Cortland a great place to work?
- Our positions provide predictable salary progressions, and many offer permanency.
- Generous benefits include health, dental, and vision insurance, various retirement program options, paid family leave and/or parental leaves, flexible spending and dependent care accounts, long term disability and tuition reimbursement.
- SUNY Cortland prioritizes work-life balance and well-being in all forms. The university’s state-of-the-art Student Life Center is free for employees to use, with membership options for families. SUNY Cortland’s Child Care Center welcomes the children of employees and community members, as space allows. Alternate work schedules are available with a supervisor’s approval.
- Professional development opportunities exist through training, continuing education programs, tuition reimbursement and conference travel, based on funding.
- Cortland County and surrounding areas offer easy access to arts, entertainment, outdoor recreation and much more. Experience Cortland dives deep into the region’s offerings
Major Responsibilities
Personnel Management
- Directly supervise the Desktop Services team. Oversee staffing activities, including recruitment, hiring recommendations, performance evaluations, and professional development in alignment with university policies and procedures
- Delegate work assignments effectively to optimize team productivity and ensure alignment with institutional priorities and IT service standards. Promote cross-functional collaboration to enhance service delivery and user support
Project Management
- Lead and manage Desktop Services projects, including large hardware and software deployments, system upgrades, office relocations, and technology enhancements to support academic and administrative operations
Desktop Services Operations Management
- Direct campus-wide desktop computing services, including deployment, installation, configuration, upgrades, and support for faculty, staff, classrooms, academic labs, and specialized computing environments
- Collaborate with faculty and staff to identify and implement appropriate hardware and software solutions for instructional, research, and administrative needs
- Serve as a technical administrator for academic software acquisitions, upgrades, and maintenance across instructional labs and classrooms, ensuring compliance with licensing agreements and institutional guidelines
- Manage enterprise device management platforms and application distribution tools such as KACE, Intune, and JAMF to enhance user experience, streamline remote support, and improve endpoint security
- Ensure compliance with information security policies proactively addressing risks and vulnerabilities.
- Direct asset management processes, ensuring accurate inventory tracking and data-driven decision-making for equipment lifecycle management and budget planning. Plan and manage computer refresh cycles in accordance with established institutional policies and funding allocations
- Occasionally provide after-hours support for critical incidents
Strategic Planning
- Identify opportunities for continuous improvement, proposing initiatives to enhance system reliability, security, and user experience in alignment with University priorities
- Assist in the development and support of the Information Resources strategic plan
Communication
- Provide clear and consistent communication to service desk staff ensuring transparency in issue resolution and escalation processes
- Document technical resolutions, system configurations, and standard operating procedures within a shared knowledge repository. Promotes culture of documentation and knowledge management
- Conduct regular staff meetings to review operational performance, discuss strategic initiatives, and address emerging technology challenges
- Serve as a liaison between the department, stakeholders, and vendor representatives to ensure effective collaboration and technology service delivery
Professional Development
- Stay current with industry trends, emerging technologies, and information security practices through on-going training, professional development, and participation in higher education IT conferences.
- Advance team development by identifying training and skills development opportunities for staff. Encourages continuous learning, knowledge sharing, and participation in University training programs
Functional and Supervisory Relationships
- Reports to the Director of Campus Technology Services
- Supervises nine (9) professional staff directly
- Works closely with members of the Information Resources department
- Collaborate with faculty and staff across the campus
Required Qualifications
- Bachelor’s degree
- Five years of relevant information technology experience in IT operations, helpdesk, or desktop support, including at least one year in a supervisory role with responsibilities for hiring, training, and evaluation
- Experience leveraging technology to enhance teaching and learning within academic settings, as well as supporting administrative and business operations
Preferred Qualifications
- Degree in Information Technology or closely related field
- ITIL Foundation or comparable certification
- Experience working in higher education or similarly complex organization
- Experience with Modern Device Management tools and approaches
- Experience leading projects with multiple team members and stakeholders
About the University
A top public university of approximately 6,600 students located in the geographic center of New York State, SUNY Cortland provides accessible, affordable education to students from across the U.S. body. One of 13 comprehensive universities in the State University of New York system, SUNY Cortland prides itself on its rigorous undergraduate and graduate programs in the liberal arts, sciences, education, and professional studies. For more than 150 years, SUNY Cortland has provided unmistakable value for students seeking a well- rounded academic, athletic, and social experience. The University ranks among the top campuses in the nation on Money magazine’s “Best Colleges for Your Money List,” fields a powerhouse Division III athletics program and boasts an impressive network of alumni making a difference in education, business, government, fitness, medicine and many other fields.
EEO Statement
The State University of New York at Cortland is an Affirmative Action/Equal Employment Opportunity/Americans with Disabilities Act (AA/EEO/ADA) employer. The university actively seeks applications from women, veterans, individuals with a disability, members of underrepresented groups or anyone that would enrich the diversity of the university.
Job Close Date
