IT Support Manager - Stern at NYUAD

Position Summary:

UAE nationals are encourage to apply

NYU Abu Dhabi (NYUAD) seeks to appoint an IT Support Manager reporting to Executive Director, Strategy, Budget and Operations for Stern at NYUAD.

NYU Stern School of Business and NYU Abu Dhabi (NYUAD) have partnered to offer the Stern at NYUAD One-year Full-time MBA program. The launch of the program signifies a new era of advanced business education that will support the growth of knowledge-based economies in the region. It is a transformative educational opportunity for students and professionals from around the world that are looking to establish or further their careers in the MENA region.

The IT Support Manager will be responsible for providing dedicated technical support and assistance to Stern AD faculty, staff, and students, supporting the Stern AD classroom environments (both physical and virtual learning spaces), and being the main point of contact for all technology related inquiries and requests for Stern AD. The IT Support Manager will ensure that all technological tools and systems used in classrooms, virtual learning spaces, research activities and administrative functions are fully operational and optimized for academic, research and administrative activities. This role requires a combination of technical proficiency, customer service excellence, and a proactive approach to troubleshooting and problem-solving.

The IT Support Manager will be the key Stern AD contact in managing how technology services are provided to Stern AD from NYU IT, NYUAD IT, and Stern NY IT. The IT Support Manager will have a full understanding of how IT services are provided, by whom they are provided by, and maintain real time connections with all service providers to be able to manage the nuances of Stern AD needs. The IT Support Manager is expected to be a proactive collaborator in ensuring NYU and NYUAD technology services are well understood, well consumed and well managed for the benefit of Stern AD.

Key Responsibilities:

Technical Support

Serve as the key contact and conduit for timely technical assistance to faculty, staff, and students experiencing issues with Stern AD related requests, issues, and inquiries
With the support of the NYUAD IT service management team, oversee the troubleshooting of hardware and software issues related to computers, peripherals, AV and general systems access. Serve as the primary lead to escalate complex issues to next level tiered support where and when necessary. This includes managing the escalation to NYUAD IT, NYU IT and Stern IT depending on the provisioning service provider and ensuring the successful closure of all tickets

Classroom Setup and Maintenance

With the support from NYUAD IT, oversee the configuration and management of classroom technology equipment such as projectors, interactive displays, audio systems, and computers. Ensure all equipment is functioning properly before classes and events

Teaching and Learning Engagement

Liaise with faculty to understand their teaching and learning goals and the type of technology needed to support in the classroom and for asynchronous learning. Through this engagement, prepare an annual roadmap and update for each faculty that will translate to:
The imaging of the faculty members computer/devices with the appropriate software
Software requirements for students
Any additional technology requirements unique to each facultys needs

To ensure these technology requirements are met, work collaboratively with NYUAD IT and Stern IT to ensure all technology requirements are available and ready before and during all classes

System Monitoring and Maintenance

With the NYUAD IT Command Center, monitor the performance and reliability of classroom technology systems. Oversee the routine maintenance tasks, updates, and upgrades to ensure optimal performance and security for all technology used by Stern AD
Coordinate with NYUAD IT and Stern IT to ensure consistency and compliance with policies and procedures, including asset and inventory management
Maintain accurate records of classroom technology inventory, including equipment specifications, warranties, and service contracts. Coordinate repairs and replacements as needed

User Training and Guidance

Offer training sessions and workshops to faculty and staff on the use of classroom technology and software applications. Where needed, supplement existing user guides and documentation to assist with self-service troubleshooting for Stern AD specific requirements

Qualifications:

Required Education:

Bachelor's Degree in information technology or computer science or a related field

Preferred Education:

Master's Degree in information technology or computer science

Required Experience:

5 years of experience in a similar role providing technical support in an educational or corporate environment
Proficiency in troubleshooting hardware and software issues related to computers, AV equipment, and classroom technology
Strong communication skills with the ability to explain technical concepts to non-technical users
Excellent organizational skills with a keen attention to detail in managing inventory and documentation
Ability to work independently and prioritize tasks in a fast-paced environment

Preferred Experience:

Customer service-oriented must have a sense of urgency and prioritize work
Ability to lead a team that works in a fast-paced environment
Team player and the ability to work well with the leaders of other departments within the organization
Excellent communication skills, verbal and written

Additional Information:

About NYUAD

NYU Abu Dhabi is a degree-granting research university with a fully integrated liberal arts and science undergraduate program in the Arts, Sciences, Social Sciences, Humanities, and Engineering. NYU Abu Dhabi, NYU New York, and NYU Shanghai, form the backbone of NYUs global network university, an interconnected network of portal campuses and academic centers across six continents that enable seamless international mobility of students and faculty in their pursuit of academic and scholarly activity. This global university represents a transformative shift in higher education, one in which the intellectual and creative endeavors of academia are shaped and examined through an international and multicultural perspective. As a major intellectual hub at the crossroads of the Arab world, NYUAD serves as a center for scholarly thought, advanced research, knowledge creation, and sharing, through its academic, research, and creative activities.