Director of Technology Support & Service Center

The City University of New York (CUNY)

POSITION DETAILS

Queensborough Community College of the City University of New York (CUNY) is a comprehensive college in Queens which offers over 40 associate degrees, certificates and continuing education programs. Queensborough Community College (QCC) is dedicated to academic excellence and rigor and to providing an affordable, high-quality education to precollege, college, and lifelong learners. CUNY is an equal opportunity employer, is committed to increasing the diversity of its workforce and is dedicated to recruiting and retaining professionals who share the College’s commitment to equity. It welcomes nominations of, and applications from members of protected groups including minorities, women, veterans and individuals with disabilities, as well as others who would bring additional perspectives to the university’s mission.

Reporting to the Deputy Chief Information Technology Officer, the Technology Support and Services Director (HEO) provides strategic leadership and operational oversight for academic and administrative computing services across the College. The Director leads the Technology Support and Service Center (TSSC), the College’s one stop help desk, providing students, faculty, staff, and visitors with a single point of contact for technical support and service needs. In this capacity, the role is responsible for ensuring consistent, high quality service delivery, clear intake and resolution pathways, and a responsive support experience that meets the needs of the campus community. The Director will foster a culture of care and high touch customer service to improve the student, faculty, and staff experience, in alignment with the College’s strategic plan goals.

In addition to leading the daily operations of the TSSC, the Director provides strategic direction and oversight of academic and administrative computer labs and associated instructional and administrative technology environments. This role is responsible for developing and implementing a plan to unify all academic and administrative computer labs into a centrally managed, secure, and standards based environment that supports teaching, learning, student services, and administrative operations while ensuring compliance with CUNY cybersecurity requirements and industry best practices. Responsibilities also include oversight of the maintenance, lifecycle management, and procurement of lab equipment, as well as classroom podium and other instructional technology.

A core responsibility of the position is the development and management of standardized computer images across all campus lab computers that meet the diverse instructional and operational needs of 17 academic departments and multiple administrative and student service offices, while also leading strategy and implementation efforts to expand secure access to these environments through virtual desktop and virtual infrastructure solutions, increasing flexibility, availability, and equity of access.

The Director will work closely with student-facing administrative offices and academic department chairs and faculty to understand discipline specific needs, instructional priorities, and software requirements, and to ensure those needs are met within a secure and scalable technology framework. Critical to this role is the ability to ensure compliance with College and University cybersecurity standards, policies, and recommended practices, while coordinating closely with appropriate offices to support risk mitigation, audit readiness, and continuous improvement.

The position is also responsible for managing and overseeing a significant operating budget, exercising strong fiscal stewardship, monitoring expenditures, and identifying efficiencies and cost-saving opportunities. In addition, the role leads complex information technology procurements in accordance with CUNY and New York State requirements, working in partnership with the Purchasing Department on the development of RFPs and statements of work, vendor evaluation and selection, contract negotiations, and ongoing vendor performance oversight.

CUNY is an equal opportunity employer, is committed to increasing the diversity of its workforce and is dedicated to recruiting and retaining professionals who share the College’s commitment to equity. It welcomes nominations of, and applications from members of protected groups including minorities, women, veterans and individuals with disabilities, as well as others who would bring additional perspectives to the university’s mission. Candidates with demonstrated commitment to diversity and inclusiveness through their research, teaching and/or service are also encouraged to apply. One of Queensborough Community College’s greatest strengths, and a necessary element of excellence, is the diversity of our community. We strive to attract and nurture a talented and diverse faculty and staff that proudly reflect the unique character of the local Queens community, the most diverse county in the United States.

RESPONSIBILITIES

Provide strategic leadership and operational oversight for the Technology Support and Service Center (TSSC), serving as the College’s one stop help desk for students, faculty, and staff.

Establish and sustain a high quality, customer centered service model that ensures consistent service delivery, clear intake and resolution pathways, and a responsive support experience across the campus community.

Foster a culture of care and high touch customer service aligned with the College’s strategic plan and institutional priorities.

Supervise professional staff and oversee College Lab Technicians (CLTs), service desk personnel, Higher Education Assistants, interns, and laboratory assistants supporting TSSC and Academic Computing Center operations.

Provide leadership and strategic direction for academic and administrative computer labs and associated instructional and administrative technology environments.

Unify all academic and administrative computer labs into a centrally managed, secure, and standards-based environment that supports teaching, learning, student services, and administrative operations.

Develop, manage, and govern standardized computer images across all campus lab environments to support the instructional and operational needs of 17 academic departments and multiple administrative and student service offices.

Work closely with academic department chairs, faculty, and student facing administrative offices to understand discipline specific needs, instructional priorities, and software requirements, and to ensure those needs are supported within a secure and scalable technology framework.

Lead strategy and implementation efforts to expand secure access to academic and administrative computing environments through virtual desktop and virtual infrastructure solutions.

Oversee the maintenance, lifecycle management, and procurement of academic and administrative lab equipment, as well as classroom podium and instructional technology.

Establish and maintain standardized workflows, service delivery procedures, and operational practices to manage work intake and assignments across multiple channels, including ticketing systems, email, and other request pathways.

Develop, track, and report key performance indicators and operational metrics, including service desk performance, technology utilization, software adoption, and cybersecurity related incident response; prepare briefings and presentations for the CIO, DCIO, and other stakeholders.

Ensure compliance with College and University cybersecurity standards, policies, and recommendations, and coordinate with appropriate offices to support risk mitigation and continuous improvement.

Lead complex information technology procurements in accordance with CUNY and New York State requirements, in partnership with the Purchasing Department, including preparation of RFPs and statements of work, vendor evaluation, and performance oversight.

Develop and manage the Academic Computing Center operating budget and provide oversight of the Student Technology Fee budget, including spending plans, expenditure monitoring, annual reporting, and future planning.

Serve on and represent the College on relevant committees and working groups, including Student Technology Fee and CUNY Academic Technology committees, and represent the College at University wide meetings and forums as required.

QUALIFICATIONS

Bachelor's Degree and eight years' relevant experience required.

Preferred Qualifications:

Demonstrated leadership experience managing technology teams in large, complex organizations—preferably within higher education—along with a strong ability to navigate governance, compliance, and policy requirements while coordinating effectively with legal, finance, procurement, and risk management stakeholders
Demonstrated ability to lead organizational change by implementing new systems, processes, and service models while building trust and stakeholder buy-in, with a proven track record of collaborating effectively across divisions in policy-intensive or compliance-driven environments, such as a higher education institution
Strong budget management experience, including oversight of large and complex budgets, fiscal planning, forecasting, and identifying operational efficiencies
Excellent communication and relationship building skills, with the ability to translate complex technical concepts for non-technical audiences
ITIL (Information Technology Infrastructure Library) Foundation certification or similar
Experience working effectively with diverse populations, including faculty, staff, students, and external partners, with a demonstrated commitment to equity, access, and inclusion

CUNY TITLE OVERVIEW

Oversees a College instructional technology facility, multimedia center, research technology unit, or related area

Provides expertise in a variety of technologies and equipment used to support academic instruction and/or research
Ensures quality customer service to all clients, particularly faculty and staff
Develops and executes long-term technology plans and manages acquisition of appropriate equipment and services
Oversees installation, maintenance, and repairs of technical equipment
Evaluates usage, capacity, systems performance, and security considerations, and implements upgrades as required
Establishes operation and maintenance routines, manage day-to-day technical operations, and oversees assigned staff
May serve as Deputy to a Chief Information Officer or other technology executive
Performs related duties as assigned.

Job Title Name: IT Academic Technology Director

CUNY TITLE

Higher Education Officer

FLSA

Exempt

COMPENSATION AND BENEFITS

$136,546 - $155,388.

Salary commensurate with education and experience.

CUNY's benefits contribute significantly to total compensation, supporting health and wellness, financial well-being, and professional development. We offer a range of health plans, competitive retirement/pension benefits and savings plans, tuition waivers for CUNY graduate study and generous paid time off. Our staff also benefits from the extensive academic, arts, and athletic programs on our campuses and the opportunity to participate in a lively, diverse academic community in one of the greatest cities in the world.

HOW TO APPLY

Visit www.cuny.edu, access the employment page, log in or create a new user account, and search for this vacancy using the Job ID or Title. Select "Apply Now" and provide the requested information.

Candidates must provide resume, and cover letter.

CLOSING DATE

June 29, 2026.

Review of resumes to begin immediately.

JOB SEARCH CATEGORY

CUNY Job Posting: Managerial/Professional

EQUAL EMPLOYMENT OPPORTUNITY

CUNY encourages people with disabilities, minorities, veterans and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.

Location: Queensborough CC

Job Type: Full-Time