City of New York

IT Service Desk Manager

City of New York  •  New York City, NY (Onsite)  •  2 hours ago
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Job Description

The mission of the New York City Police Department is to enhance the quality of life in New York City by working in partnership with the community to enforce the law, preserve peace, protect the people, reduce fear, and maintain order. The New York City Police Department strives to foster a safe and fair city through the strategic deployment of resources, focusing on both crime prevention and addressing quality-of-life concerns while building lasting community relationships.

The Information Technology Bureau / Information Technology Services Division is seeking an Information Technology Security Specialist to oversee a 24/7 operational execution across the Customer Service Section (CSS), including the Tier 1/2 Service Desk, Field Technician Unit, Remote and Operations Unit. This role carries broad latitude for independent decision-making to direct end-user support, field remediation, and change control for enterprise-wide technology portfolios encompassing over 25,000 endpoints.

Reporting directly to the Director of the Customer Service Section, the ideal candidate will manage service delivery across large-scale deployments -including Body Worn Camera (BWC) systems, mobile enterprise devices, high bandwidth network rollouts, special projects- technology refreshes, and managed print services- while ensuring operational efficiency and system integrity.

The selected candidate will perform the following duties:

  • Lead and manage the day-to-day activities of the IT Service Desk team to meet established Service Level Agreements (SLAs) and deliver high levels of customer satisfaction. Ensure all end-user issues are properly logged, assigned, and resolved in a timely manner.
  • Oversee the dispatch process for service requests to ensure optimal utilization and productivity of technical resources. Monitor and manage the phone queue, participating directly in escalated calls and resolving high-priority complaints promptly.
  • Develop and mature ticket/phone escalation processes to ensure seamless communication and information flow across the organization. Oversee emergency communication workflows for system outages and critical IT activities.
  • Train, mentor, and evaluate the performance of Service Desk staff, fostering technical growth and aligning team capabilities with organizational standards.
  • Formulate service desk policies and procedures while identifying continuous improvement opportunities. Oversee the IT solutions repository to ensure high-quality technical documentation and self-service resources are available to staff.
  • Monitor IT infrastructure, troubleshoot complex system issues, and coordinate closely with Tier 2, Field Support, and other IT departments for swift issue resolution.
  • Prepare and present comprehensive performance reports to upper management, tracking key operational metrics, trends, and service delivery improvements.
  • Maintain a strong working knowledge of emerging technologies, systems, and software to modernize the IT services portfolio and maintain standard-setting support operations.

TO APPLY:

Click the Apply’ button below, or visit: http://cityjobs.nyc.gov and search for JOB ID #806150

ADDITIONAL INFORMATION

In compliance with Federal Law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

The City of New York offers a comprehensive benefits package including health insurance for the employee and his or her spouse or domestic partner and un-emancipated children under age 26, union benefits such as dental and vision coverage, paid annual leave and sick leave, paid holidays, a pension, and optional savings and pre-tax programs such as Deferred Compensation, IRA, and a flexible spending account.

IT SECURITY SPECIALIST - 95622

Qualifications

A baccalaureate degree from an accredited college and four years of satisfactory full-time experience related to projects and policies required by the particular position; or,

Education and/or experience which is equivalent to "1" above.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

City of New York

About City of New York

The City of New York is the most iconic and dynamic city on the planet. With a population of more than 8.4 million people, New York is not only the largest city in the United States — it is the academic, cultural, commercial, and financial capital of the world.

City government is filled with opportunities for talented individuals seeking to improve their communities and make a meaningful difference in the lives of their fellow New Yorkers. Every day, the City’s more than 300,000 employees improve infrastructure, provide vital social services, build technology, protect health and safety, and so much more. Join us today at: http://www1.nyc.gov/jobs

The City of New York offers its employees:

• A chance to build the future of this city. New York City government is at the crossroads of where policy, great ideas, city services, and smart urban planning meet the lives and needs of every day New Yorkers.

• Competitive salary and benefits. Hiring packages include a competitive salary, health benefits, various pension plans, employee assistance programs, and individual retirement accounts.

• Diverse career opportunities. As the largest local government in the United States with more than 40 agencies, the City of New York offers a broad spectrum of opportunities — from education, housing development, and public health to sustainability, economic growth, technology, and emergency management.

• Career Satisfaction. As a City employee, you will have the chance to shape the future of New York City and improve the quality of life for your family, neighbors, and fellow New Yorkers.

• Equal Opportunity and Inclusion. The City of New York is an equal opportunity employer that prohibits discriminatory action against City employees and applicants for employment based on their actual or perceived race, color, national origin, ethnicity alienage, citizenship status, gender, religion, creed and all other protected categories.

Industry
Government & Public Safety
Company Size
5,001-10,000 employees
Headquarters
New York, New York
Year Founded
1898
Website
nyc.gov
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