Assistant Director, Service Desk Operations

NYC Mayor's Office of Contract Services; New York (NY); On-site; USD 95,000 - 101,000; Full time

Job summary

The NYC Mayor's Office of Contract Services seeks an Assistant Director for Service Desk Operations. This role involves managing staff, overseeing service areas, and ensuring quality service delivery in a collaborative environment. Candidates should possess strong analytical skills and a relevant degree or equivalent experience.

Qualifications

• Baccalaureate degree or equivalent experience required.
• Experience managing staff and procurement responsibilities preferred.
• Proficiency in data analysis and report generation.

Responsibilities

• Train and onboard staff for procurement and system issues.
• Manage daily activities including tickets and escalations.
• Analyze data, prepare reports, and communicate with stakeholders.

Skills

Attention to detail

Effective communication

Adaptability

Data analysis

Relationship building

Professional development leadership

Education

Baccalaureate degree

Associate degree + 2 years relevant experience

High school diploma + 4 years relevant experience

Tools

Excel

Job description

Assistant Director, Service Desk Operations

Join to apply for the Assistant Director, Service Desk Operations role at NYC Mayor's Office of Contract Services.

Note: This is NOT a Helpdesk/Desktop Support position.

The Mayor's Office of Contract Services (MOCS) manages citywide procurement, ensuring transparency, fairness, and efficiency. It uses technology tools, publishes data, hosts hearings, and partners with stakeholders to improve processes.

Job Description

Managers in MOCS operate in a fast-paced, collaborative environment, leading teams, aligning operations with strategic goals, engaging stakeholders, and driving performance. They serve as ambassadors, handle confidential matters, and promote organizational priorities. Assistant Directors oversee service areas, manage staff development, and ensure quality service delivery.

Responsibilities

• Train and onboard staff for procurement and system issues.
• Manage daily activities, including tickets and escalations.
• Develop knowledge of contracts, procurement, and platforms like PASSPort.
• Troubleshoot issues and evaluate workloads.
• Provide performance feedback and foster team collaboration.
• Analyze data, prepare reports, and communicate with stakeholders.
• Assist with complex issues, manage large teams, and handle escalations.
• Lead team meetings, ensure clear communication, and maintain quality assurance.
• Develop resources, contribute to system updates, and participate in initiatives.

Preferred Skills

• Experience managing staff and procurement responsibilities.
• Attention to detail, effective communication, and adaptability.
• Ability to analyze data, build relationships, and lead professional development.
• Proficiency in Excel and report generation.

Minimum Qualifications

• Baccalaureate degree, or
• Associate degree + 2 years of relevant experience, or
• High school diploma + 4 years of relevant experience, or
• Equivalent combination of education and experience.

Residency within NYC or nearby counties may be required.

To apply, visit www.nyc.gov/careers/search with Job ID #715256 or apply via Employee Self Service for current city employees.

Salary: $95,000.00 – $101,000.00 annually.