Digital Support Supervisor for the Division of Budget & Program Operations (City HAP Program)

Cityofnewyork; New York (NY); On-site; USD 65,000 - 85,000; Full time

Job summary

The Digital Support Supervisor in the Division of Budget and Program Operations will lead a team that supports HAS staff and clients, ensuring effective use of HAS systems and proactive issue resolution. You will collaborate with procurement and budget teams to secure hardware, licenses, and digital tools, and guide onboarding and system administration to support the agency's housing programs.

Based in New York City, this full-time role focuses on sustaining reliable technology, improving user

Responsibilities

• Technical Support - A Call Center for HAS employees and approximately 55,000+ client landlords, tenants, representatives, and applicants. The call center will provide technical support for new and existing systems. For clients of HAS portals, call center staff will enroll users, guide users on the operation of HAS portals, answer questions on the content of portals, and make referrals where issues arise. The Supervisor will ensure quality and timely support is provided within expectations.
• System Administration and Onboarding - Administer new and existing systems. Provide access and make system adjustments for new or dep

Job description

About The Agency:

The Department of Housing Preservation and Development (HPD) oversees housing standards across all 3.7 million homes in New York City.

As the nation's largest municipal housing agency, HPD is responsible for building and preserving affordable housing, protecting tenants from harassment and displacement, and holding landlords accountable across the five boroughs. Under Commissioner Dina Levy and the Mamdani Administration, HPD is pursuing an ambitious housing agenda focused on the needs of New York's tenants. With a broad set of tools including standards enforcement, tenant resources, and the creation of new affordable housing, HPD is committed to making New York City a more affordable place for renters and homeowners alike.

Your Team:

The Office of Housing Access and Stability ("HAS") consists of the divisions of Housing Opportunity, Tenant and Owner Resources, Housing Stability, Budget and Program Operations, and Program Policy and Innovation. The mission of the office is to ensure fair, efficient, and transparent access to affordable housing. The Office provides subsidies, placement services, and tools that connect New Yorkers to affordable housing and ensures vulnerable households in subsidized housing have the support they need to be safely housed. Housing Access is committed to expanding housing choices, affirmatively furthering fair housing, and stabilizing the financial health of buildings.

The Division of Budget and Program Operations (BPO) within the Office of Housing Access and Stability provides support services to the Division of Housing Opportunity, Division of Tenant and Owner Resources, the Division of Housing Stability, and the Division of Policy and Program Innovation. BPO assists with monitoring and supporting program budgeting and planning, including both staffing and procurement support. The Division also manages the Housing Quality Enforcement and related inspection functions for the Office. In addition, the BPO team coordinates technology initiatives and analytics across the Office in coordination with key technology stakeholders across the agency, providing support on key systems to internal and external stakeholders.

Your Impact:

The City Housing Assistance Program (CHAP) is a city funded rental assistance program administered by the New York City Department of Housing Preservation and Development (HPD). The program provides rental assistance to low-income households with incomes at or below 50% of Area Median Income (AMI) who are at risk of homelessness, including eligible rent-stabilized households facing eviction for nonpayment of rent and certain households residing in shelter who do not qualify for existing rental assistance programs. CityHAP helps eligible households maintain stable, permanent housing by subsidizing their rent, with the household generally contributing 30% of its adjusted monthly income toward rent. The program provides targeted assistance to New Yorkers facing housing instability while helping preserve rent-stabilized housing and prevent homelessness.

Your Role:

The Digital Support Supervisor in the Division of Budget and Program Operations will ensure HAS staff and DTOR clients are provided the necessary support to efficiently and effectively use HAS systems, mitigate issues when and where they arise, and perform other technology related tasks. The Supervisor will work closely with other teams across HPD to prioritize and resolve issues and communicate clearly to all clients on expectations for resolution. In addition, the Supervisor will be responsible for ensuring HAS staff have the necessary digital tools, hardware, and devices. The Supervisor will work with appropriate procurement teams, budget teams, and other stake holders to ensure the Division has sufficient hardware and licenses.

Your Responsibilities:

Under the direction of the Deputy Director of Digital Support, the Division of Budget and Program Operations (BPO) is seeking a Supervisor of Digital Support that will support and maintain new and existing HAS systems. The Supervisor of Digital Support will establish, staff, train, and maintain a team that will provide the following:

• Technical Support - A Call Center for HAS employees and approximately 55,000+ client landlords, tenants, representatives, and applicants. The call center will provide technical support for new and existing systems. For clients of HAS portals, call center staff will enroll users, guide users on the operation of HAS portals, answer questions on the content of portals, and make referrals where issues arise. For employees, the call center will answer voice, text, email and chat questions on the use of rental subsidy applications, take actions and refer issues where appropriate. The Supervisor will ensure quality and timely support is provided within expectations.
• System Administration and Onboarding - Administer new and existing systems. Provide access and make system adjustments for new or dep