DEPT OF INFO TECH & TELECOMM
Citywide Service Desk
DoITT provides for the sustained, efficient and effective delivery of IT services, infrastructure and telecommunications to enhance service delivery to New York City’s residents, businesses, employees and visitors. As the City’s technology leader, DoITT is responsible for maintaining the foundational IT infrastructure and systems that touch every aspect of City life from public safety to human services, from education to economic development crossing the full spectrum of governmental operations. The successful candidate will serve as the Senior Director of the Citywide Service Desk reporting to the Customer Service division. The Customer Service division is charged with understanding and addressing customers business needs and enhancing the end-to-end experience across all customer interactions. Responsibilities will include: â¢ Accountability for improving the customer experience throughout the entire lifecycle of a request or incident; â¢ Enhance the customer experience by promoting the Service desk as the single point of contact (SPOC) for IT issues and managing the entire lifecycle of incidents and requests by assuming ownership of both incident and request lifecycles from initiation to resolution/ fulfilment; â¢ Optimize the organization of the helpdesk to balance the operational load with special projects as they arise; â¢ Managing service desk delivery for a growing 24×7 Service Desk environment supporting DoITT staff as well as other NYC agencies; â¢ Transform Service desk delivery model to meet DoITT transformational objectives and align support based on agency clusters grouped by services; â¢ Lead the Service desk platform transition from Remedy to ServiceNow and ensuring that the new tool meets our current requirements and future needs; â¢ Modernizing the Service desk delivery by implementing new innovations such as A.I., chatbots & automation; â¢ Provide process oversight of the request management function and ensuring that service catalog is maintained and up to date; â¢ Define specific, measurable, attainable, relevant and time specific (SMART) objectives for both requests and incidents via Self-service, Service Catalog or direct communications with the Service Desk; â¢ Understand customersâ requests and ensuring that our Service Catalog reflects customer needs; â¢ Focus on increasing First call resolution (FCR), implementing Operational Level Agreements (OLAs), reducing year over year call volume and promoting self-service; â¢ Build relationships with different Service Delivery Leads (SDLs) both within DoITT and with other agencies; â¢ Manage Service Level Agreements (SLAs) & Operational Level Agreements (OLAs) and ensuring continuous service improvements at the Citywide Service Desk; â¢ Aligning Service Desk with ITIL best practices while identifying improvement opportunities; â¢ Strengthening relationships with different IT functions and empowering the Service Desk agents to become internal SMEs for specific IT functions by providing them training and offering shadowing opportunities; â¢ Oversee all Service desk admin functions such as: Training, Quality assurance (QA), Work Force Management (WFM), communications, Knowledge management, surveys, personnel issues and projects; â¢ Work closely with different IT functions to streamline Service delivery; â¢ Manage the overall performance of citywide service desk services to customers; â¢ Ensure customer expectations are met or exceeded; â¢ Review survey feedback to improve services, and ensuring staff are meeting defined metrics; â¢ Document, develop, and mature policies and procedures; â¢ Manage and coordinate urgent and complicated support issues; â¢ Act as escalation point for requests and incidents; â¢ Manage and oversee the quality, performance and productivity of the staff through, coaching, mentoring and training including career development; â¢ Manage, update and following up on all open incidents and requests to ensure that customers are updated on the status of their submissions; â¢ Provide direct supervision to Service Desk managers and supervisors ensuring that appropriate development plans and performance management are in place for all staff; â¢ Manage and advance first-level service and support of end-user service requests and incidents; â¢ Develop and report on key service-level metrics, such as average response time, first-contact resolution rate, call avoidance and end-user productivity; â¢ Measure mean time to resolution (MTTR) for incidents and requests; â¢ Advance the use of a knowledge repository to share with all levels of IT service, support and integration of the incident management process with other IT operations management processes, such as problem and change management in line with best practices and the ITIL process framework; â¢ Oversee the on-boarding and consolidation of agency service desks through the centralization of IT support expertise and the use of state-of-the-art ticketing and tracking tools; â¢ Work on projects and with agencies as needed; â¢ Facilitate the onboarding of additional Agencies Service Desks. The positionâs responsibilities include commitment to and compliance with the Cityâs EEO policy.
Minimum Qual Requirements:
1. A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or 2. An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in 1 above; or 3. Education and/or experience equivalent to 1 above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in 1 above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in 1 above.
The preferred candidate should possess the following: â¢ 10+ years of IT work experience including managing team(s) in large multi-platform environments; â¢ ITIL Certification; â¢ Excellent verbal and written communication skills; â¢ Demonstrated high level of analytical and problem solving skills; â¢ Strong negotiation and influencing skills; ability to be on-call and work during off hours; â¢ Previous experience transforming a Helpdesk to a Service Desk environment; â¢ Managed a centralized knowledge base of known errors; â¢ Implemented a technical training program; implemented solutions to increase first call resolution rates; â¢ Managed a team that utilizes remote support tools; â¢ Developed a defined methodology surrounding departmental policies, processes and procedures.
Special Note: Taking and passing civil service exams are necessary to maintain employment with the City of New York. Please check the Department of Citywide Administrative Services (DCAS) website (http://www.nyc.gov/html/dcas/html/work/exam_monthly.shtml) for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period. For more information regarding the civil service process, please visit the DCAS website at: http://www.nyc.gov/html/dcas/html/work/work.shtml * Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration For City employees, please go to Employee Self Service (ESS), click on Recruiting Activities > Careers, and search for Job ID #459613 For all other applicants, please go to www.nyc.gov/jobs/search and search for Job ID #459613 SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.
Day – Due to the necessary technical management duties of this position in a 24/7 operation, candidate may be required to be on call and/or work various shifts such as weekends and/or nights/evenings.
Work Location 1:
New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
To apply for this job please visit a127-jobs.nyc.gov.