IT Support Manager - Stern at NYUAD

Position Summary

UAE nationals are encouraged to apply.

NYU Abu Dhabi (NYUAD) seeks to appoint an IT Support Manager reporting to the Executive Director, Strategy, Budget, and Operations for Stern at NYUAD. 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. This role requires a combination of technical proficiency, customer service excellence, and a proactive approach to troubleshooting and problem-solving.

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.
• 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 the next level tiered support when necessary.

Classroom Setup and Maintenance

• 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. Prepare an annual roadmap for each faculty that will translate to:
• The imaging of the faculty member’s computer/devices with the appropriate software.
• Software requirements for students.
• Any additional technology requirements unique to each faculty’s needs.

System Monitoring and Maintenance

• Monitor the performance and reliability of classroom technology systems. Oversee 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.

User Training and Guidance
<

• Offer training sessions and workshops to faculty and staff on the use of classroom technology and software applications.

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 with a sense of urgency and ability to prioritize work.
• Ability to lead a team in a fast-paced environment.
• Excellent communication skills, verbal and written.