IT Support Engineer Lead, Information Technology: SC Johnson College of Business

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 industry peers.
Technical Support (30%):
Provide end-user support and maintenance within the college desktop computing environment.
Install, diagnose, repair, maintain, and upgrade PC/Mac hardware and equipment to ensure optimal workstation performance.
Support devices running complex business systems for all functional needs.
Identify, investigate and resolve moderate to highly complex user questions regarding PC/Mac and peripherals.
Assist Associate Director with policy-setting, research and planning for the Client Services team.
Provides limited server support. Linux experiences desired.
Ability to provide quality customer service.
System Administrator (15%):
Manage and maintain Apple device deployments, ensuring proper configuration, security compliance, software distribution, and troubleshooting across macOS and iOS environments.
Develop and maintain system configuration management program to document organizational information system assets and ensure organizational standards.
Run diagnostics; simulate or recreate complex user problems to resolve operating difficulties.
Other position-related responsibilities (5%):
Participate in projects or other duties as assigned with occasional work responsibility falling above or below current classification.
Completion of any university required compliance trainings.
Attend trainings in relevant areas to gain additional job relevant skills.
Required Qualifications:
Bachelor’s degree
2 to 4 years of experience of relevant desktop support experience
Strong skills in computer hardware/software support
Excellent customer service and a high degree of responsiveness and problem-solving skills are a must.
Strong verbal and written communication and interpersonal skills.
The ability to work in a team, or independently, completing tasks in a timely manner.
Ability to cultivate and develop inclusive working relationships with students, faculty, staff, and community members.
Rewards & Benefits at Cornell:
This position is a full-time position based in Ithaca, NY, and is eligible for Endowed Benefits. Visa sponsorship and relocation assistance are not available for this position. If interested in applying please include a cover letter with your application.
Cornell has been nationally recognized as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives. Cornell’s key benefits include:
Health Care – Several plan options for a medical, dental, prescription drug, and vision care coverage.
Generous Paid Time Off & Leave Provisions with flexible work options – This includes vacation time, health and personal time, holidays, and parental leave.
Retirement Plans – Employees are eligible for the 403(b) College and University Retirement Plan
Education – Options include the Employee Degree Program, taking classes to enrich your career skills, New York’s 529 College Savings Program, and Cornell Children’s Tuition Scholarship.
To explore the full range of Cornell Employee Benefits further follow the link: Cornell Benefits.
University Job Title:
IT Support Engineer II
Job Family:
Information Technology
Level:
E
Pay Rate Type:
Salary
Pay Range:
$65,447.00 - $75,632.00
Remote Option Availability:
Onsite
Company:
Endowed
Contact Name:
Theresa Lynch
Contact Email:
tl494@cornell.edu
Job Titles and Pay Ranges:
Non-Union Positions
Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:
Prior relevant work or industry experience
Education level to the extent education is relevant to the position