Founded in 1953, Hudson Valley Community College (HVCC) located in scenic Upstate NY is a multi-campus College with locations in Troy and Malta New York. HVCC offers more than 80 degree and certificate programs in three schools: Business and Liberal Arts; Health Sciences; and Science, Technology, Engineering and Math (STEM). Hudson Valley is one of 30 community colleges in the State University of New York (SUNY) system and serves nearly 9,000 students each year. The college is a recognized leader in career and transfer preparation, workforce training initiatives, distance learning and service to a diverse population of students. Hudson Valley has an extension center in Malta, NY known as HVCC North and sponsors the Capital District Educational Opportunity Center in Troy, NY. With more than 80,000 alumni and nearly 1,000 employees, the college and is a catalyst for educational opportunity and economic development in the Capital Region of New York State.

Hudson Valley seeks experienced, dynamic, capable, creative and caring individuals who would like to join our team and continue to build on decades of successful service to our community.

Manager of Client Support Services
HV-NTP-71725

In order to be considered an applicant for this position you must meet the minimum qualifications as stated in this announcement. HVCC does not support Visas. Applicants must currently hold an unrestricted employment authorization to work in the United States and appointment will be contingent upon completion of a background check.

GENERAL DESCRIPTION:
The Manager of Client Support Services will serve as a key member of the Hudson Valley Community College (HVCC) IIT leadership team. In close collaboration with senior college leadership and cross-campus stakeholders, this position will provide visionary leadership and actively contribute to strategic planning and innovation initiatives that support a dynamic portfolio of enterprise and user-facing technology services.
The Manager will directly supervise a team of up to 10 technical professionals, overseeing day-to-day operations for end-user support, endpoint lifecycle management, and campus-wide IT service delivery. The Client Support Services unit is responsible for planning, support, and repair services related to modern computing environments, including but not limited to Windows/macOS devices, cloud-connected VDI environments, mobile endpoints, networked printers, and classroom and instructional technology systems.
This role will proactively engage with academic departments, administrative offices, and student support units to deliver user-centered technology services, responsive help desk support, targeted training, and clear communication strategies that enhance digital accessibility and user empowerment across campus.
The successful candidate will bring a combination of technical expertise, organizational agility, and people-centered leadership, with the ability to translate institutional goals into scalable operational practices. They will champion continuous improvement, foster a culture of service excellence, and help align daily operations with HVCC’s mission to provide equitable, reliable, and innovative access to technology in support of teaching, learning, and administrative success.

MINIMUM QUALIFICATIONS: 
Bachelor’s degree in Information Technology, Computer Information Systems, Cybersecurity, or a related field AND at least five (5) years of experience in an IT help desk or end-user support environment with at least (2) years in a post-secondary IT Help Desk environment.

Demonstrated ability to troubleshoot and resolve hardware, software, and network issues across various devices and platforms, including desktops, laptops, tablets, and mobile devices.
Proficiency in modern operating systems, including Windows 11 and macOS Sonoma, and familiarity with mobile device management (MDM) solutions.
Proficiency in multiple software platforms, including:
•    Microsoft 365 (e.g., Office Apps, Teams, Sharepoint, OneDrive)
•    Email & Collaboration Tools (e.g., Microsoft Outlook, Gmail, Microsoft Teams, Zoom)
•    Ticket Management Systems (e.g., TeamDynamix, Jira, ServiceNow)
Demonstrated ability to effectively train and support end users across a range of technology platforms and skill levels.
Strong written and verbal communication skills, with a focus on clarity, customer service, and user education.
Must possess a valid New York State driver’s license and be eligible to operate a college vehicle as required.

PREFERRED REQUIREMENTS:
Bachelor’s degree or higher in Information Technology, Computer Information Systems, Cybersecurity, Microcomputer Technology, or a closely related field
AND at least seven (7) years of progressive experience in IT help desk, end-user support, or client services roles, including supervisory responsibilities

Proven ability to diagnose and resolve complex technical issues across a wide range of hardware (desktops, laptops, tablets, mobile devices), software environments, and network configurations, including cloud-based systems.
Advanced proficiency with Windows 11, macOS Sonoma, and experience administering MDM platforms (e.g., Microsoft Intune, Jamf).
Demonstrated success in designing and delivering technical training, onboarding, and user education initiatives for diverse audiences with varying levels of technical proficiency.
Excellent written and verbal communication skills, with an ability to produce clear technical documentation, user guides, and service communications.
Strong customer service orientation and ability to foster a culture of support excellence in a fast-paced, multi-platform environment.

DUTIES AND/OR RESPONSIBILITIES: The Manager of Client Support Services reports to the Chief Information Officer and performs the following duties:

•    Oversee the Client Support Services unit within the Instructional & Information Technology (IIT) division, ensuring high-quality delivery of end-user technology support and service.
•    Plan, organize, lead, and evaluate support operations, systems, workflows, and technical staff to meet the evolving technology needs of the institution.
•    Provide oversight for hardware/software deployment and troubleshooting, including advanced configuration of modern devices, peripheral components, printers, and endpoint management platforms (e.g., Intune, Jamf, Autopilot).
•    Deliver non-instructional training sessions and user enablement workshops on campus systems, collaboration tools, and productivity applications (e.g., Microsoft 365, Zoom, SharePoint, Google Workspace).
•    Supervise technical support operations for all campus technology environments, including support for desktops, laptops, mobile devices, AV-integrated classrooms, smart boards, and hybrid work/learning setups.
•    Perform preventive maintenance and diagnostics for campus computing hardware, including issues related to device drivers, firmware, cloud sync issues, BIOS/UEFI, and performance optimization.
•    Provide programming or scripting support as needed for automation of support processes, ticketing workflows, or system integration (e.g., PowerShell, Python, Intune device scripts, API integrations with help desk systems).
•    Supervise full-time IT support staff and student workers; foster a customer-centric service culture, provide coaching and feedback, and monitor performance to ensure quality standards.
•    Serve as a senior technical resource and escalation point for complex support cases, collaborating with system administrators and enterprise IT teams as needed.
•    Partner with other IIT leaders to support institutional technology initiatives, including system upgrades, cloud migrations, and infrastructure improvements.
•    Maintain fluency with current and emerging IT systems, tools, cybersecurity protocols, and best practices in service management (e.g., ITIL v4, HDI standards).
•    Manage and maintain accurate IT asset inventories, license tracking systems, and help desk documentation using enterprise tools (e.g., ServiceNow, TeamDynamix, Jira Service Management).
•    Execute other responsibilities as assigned by supervisor in alignment with departmental and institutional goals.
•    Operate a college vehicle as needed to provide on-site support across campus facilities and satellite locations.
•    Other duties as assigned. 

This is a 12-month, Full-Time position with a salary of $65,000.  

Hudson Valley offers a full benefit package including Health Insurance, Dental and Eye Insurance, Retirement, employee and employee’s spouse and children free tuition waivers. HVCC also has a generous leave policy. If you’re employed by a government or not-for-profit organization, you might be eligible for the PSLF Program. The PSLF Program forgives the remaining balance on your Direct Loans

To apply, please visit www.hvcc.edu/jobs and complete the online application before the close date of July 23, 2025.

Hudson Valley provides educational access to a diverse community of traditional and non-traditional learners in an environment that fosters lifelong learning and freedom of inquiry and expression. Hudson Valley values equity, inclusion, and dignity for all.

Women, minorities, veterans, and individuals with disabilities are encouraged to apply. Bi-lingual applicants strongly encouraged to apply.

Hudson Valley Community College is an Affirmative Action/Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.