IT Service Manager - New York City, NY : Job Details

Bureau Information Technology is seeking an individual to be responsible for the supervision and management of the service desk operation. Responsibilities include but are not limited to:

* Oversee, plan, manage and coordinate complex information technology projects related to IT Operation and IT Service Desk from initiation to completion, including defining project scope, creating/updating project plans and work breakdown structures, scheduling project deliverables, goals and milestones, identifying and managing project risks, determining resource needs, obtaining signoff on project deliverables, etc.

* Provide day-to-day oversight and leadership of multidisciplinary project and service desk teams including teams working on IT integration projects and consultants. Coordinate, track, and report on project tasks and progress to management, stakeholders and relevant teams. Support project deliverable readiness for service operations.

* Elicit, document and analyze business requirements on information technology projects in order to recommend business and information technology solutions. Assess business problems and process gaps; identify opportunities for new requirements. Create functional deliverables such as business scenarios, as-is/to-be flow diagrams, use cases, functional designs, screen mock-ups, etc. Facilitate user acceptance testing.

* Ensure that software products and solutions are appropriately tested to meet functional (usability) and technical (performance) requirements. Create test cases, test scripts and defect reports. Execute test scripts and document progress and results. Collaborate with business analysts to understand business requirements. Collaborate with technical teams (Internal DSNY members, Other Agencies and Vendors) to understand application capabilities, environment set up and defect fixes.

* Create executive reports and dashboards to report on the IT Project and Service Desk team's weekly tasks, progress, and individual performance.

* Team management skill.

* Coordinate with vendors and other agencies to track progress.

* Analyze & resolve challenging operational issues on systems and services that support the department in its core functions.

Minimum Qualifications

1. A baccalaureate degree from an accredited college and four years of satisfactory full-time experience related to the area(s) required by the particular position; or,

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

Preferred Skills

* Provide support for both Windows and Apple platforms and associated tools and applications. - Serve as Direct Supervisor to the team of technical support specialists, including hiring, training, coaching, scheduling, and performance management. Identify professional development needs to stay current and advance the team's skills and knowledge individually and collectively. - Implement IT Service Management (ITSM) and IT Infrastructure Library (ITIL) practices to the Service Desk team - Working knowledge Service Now or an equivalent ITSM Platform - Working knowledge of Cloud computing - Working knowledge of IVRs - Working knowledge of cellular communication technologies - BS in Electrical Engineering, Computer Science, or equivalent - Excellent written and verbal communication skills

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at

Residency Requirement

New York City Residency is not required for this position

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.