- Pay
- $65–76k
- Where
- Ithaca (Main Campus)
- Level
- Senior
Our College:
Leading at the intersection of people, business, and technology, the Cornell SC Johnson College of Business is one of the most comprehensive business schools in the nation and includes many areas of expertise not found in any other leading institution. The college is comprised of the university's three accredited business schools, each of which is recognized as among the best in higher education: the Charles H. Dyson School of Applied Economics and Management, the Samuel Curtis Johnson Graduate School of Management, and the Cornell Peter and Stephanie Nolan School of Hotel Administration. Our academic research; industry and community engagement; and undergraduate, graduate, and professional degree programs all reflect the future of business: flexible, collaborative, and cross-disciplinary. The college community includes 232 research faculty, 46,000 alumni, and nearly 3,300 undergraduate, professional, and graduate students. The SC Johnson College of Business has an unparalleled resource base from which to draw-within the college, Cornell Tech in New York City, and Cornell University broadly.
Our Team:
The SC Johnson College of Business Information Technology (IT) department plays a critical role in the success of the College by providing the technology and systems required to fulfill the mission. Our team members collaborate and partner with customers, IT@Cornell, top peer business schools, and vendors to solve problems, provide innovative and valuable business solutions, and share knowledge and resources across the campus. The intimate knowledge of the business functions of the college, the IT department’s collaborative personal relationships with the customers and the pride in what they do helps to set them apart. The department enhances the ability for college personnel to do their jobs effectively and make their lives easier and more productive by providing flexible and user-friendly technology solutions which are helpful and provide a positive user experience. The department is agile and responds quickly as the priorities and needs change. The IT department believes in an ongoing investment in strengthening the team, in professional staff development and continually improving workplace satisfaction.
This Position:
The IT Support Engineer Lead provides technical leadership for the IT support team, performing and overseeing advanced support functions to ensure the continuity, stability, and effectiveness of technology services. The position is responsible for supervising student employees, leading projects involving the Client Services Team, and coordinating cross-functional initiatives. This role requires strong technical expertise, operational oversight, and accountability for service delivery, while ensuring alignment with institutional IT priorities and organizational goals.
The full Staff Position Description (SPD) is included in the posting language.
Key responsibilities of the position include:
Technical Lead (50%):
Supervise client services student employees which includes hiring, training, scheduling, managing workload, assigning work, handling performance issues, etc.
Serve as acting Associate Director of Client Services & Customer Experience during periods of absence, ensuring continuity of leadership and operational oversight.
Provide technical leadership to other IT support staff.
Manage a ticketing queue system, assigning tickets to team members, updating the status and communicating on a regular basis with stakeholders on their issue or service request.
Act as a project lead and serve as technical advisor for any department projects that involve the client services team.
Attend special interest groups, working groups, project team meetings and disseminate information to the rest of the team.
Document, develop and conduct user training to faculty and staff on information technologies infrastructure.
Attend industry conferences to stay abreast of modern technologies and collaborate and network with…