Director, Operations

NYCSCA; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

NYCSCA is seeking a Director of Operations within the Information Technology division to lead day-to-day operations of the IT Customer Service Center. The role requires strong cybersecurity, service desk, desktop support, RPA, telecom and mobile device expertise, plus proven staff management and project oversight capabilities.

The ideal candidate will coordinate with multiple departments and external partners, drive policy, and implement initiatives that align with the Authority’s strategic

Qualifications

• Twelve years of full-time experience, five years in administrative or managerial capacity.
• Bachelor’s degree in a related field is required.

Responsibilities

• Deliver core IT services within the division by managing people, processes, and projects.
• Recommend policies and procedures for operational and administrative matters.
• Ensure daily operations and issue resolution for policy and practice.
• Serve as liaison with Authority Departments, DOE, and contractors.
• Lead the Operations Committee and translate strategy into plans for teams.
• Develop procedures to form project-based teams and achieve goals.
• Prepare reports for policy development and governance.
• Define KPI/OKR roadmaps and security plans.
• Oversee IT infrastructure security architecture and costs.

Skills

Cybersecurity

Service Desk

Staff Management

Project Oversight

Desktop Support

Education

Bachelor's degree in related field

Tools

Microsoft Azure

UiPath

Power Automate

Office 365

SharePoint

PowerApps

ITIL

ServiceNow

BMC Remedy

Job description

Build your career while building NYC schools!

The Information Technology Division manages the technology infrastructure which supports business operations: including personal computers, laptops, servers, printers, the internal network which connects them all, telephones, smartphones, and conference room equipment. By providing direct support to end users via the IT Service Desk, onsite office and jobsite support, and Training Classes IT supports application software (purchased such as Oracle, Primavera, Microsoft, and custom-written applications such as ORCMS, PTS, IEH, etc.).

Job Description Summary

The Director of Operations reports to the Chief Information Officer and is responsible for planning and overseeing the day-to-day operational activities of the Information Technology Customer Service Center Unit. The ideal candidate is an experienced technology leader with strong cybersecurity, service desk, desktop support, robotic process automation (RPA), telecommunication and mobile device expertise, proven staff management and project oversight capabilities, and effective customer service and stakeholder communication skills.

Responsibilities

• Accountable to deliver core services within a division, through the management of people and/or processes and/or projects.
• Develops and makes recommendations concerning policies and procedures affecting the operational and administrative matters of the Authority.
• Ensures the daily operations and the resolution of special managerial, operational, and administrative problems pertaining to policy and practice.
• Serves as a principal liaison between the various Authority Departments and Divisions, Department of Education, government agencies and outside contractors and consultants in a wide range of operational and administrative areas.
• Serves as a member of the Departments Operations Committee, developing strategies, policies and procedures for their Department.
• Translates organization strategy into plans, programs, and objectives for their team(s).
• May develop and implement necessary procedures to bring various departments into a project-based team, working to achieve common goals.
• Oversees the preparation of reports on operational and administrative matters for use in the formulation of policy.
• Develops and recommends to Senior Management Authority-wide policies and procedures affecting all aspects of Authority operations.
• Plans, assigns, directs, monitors, reviews, and evaluates work performed by assigned staff.
• Makes recommendations regarding recruitment, hiring, promotion, reassignment, and discipline.
• Performs related duties, as assigned.

Division Specific Tasks

• Designs and implements Authority divisions' information technology requirements to best serve each division's functions and define its information needs.
• Supervises divisional staff in defining, developing, and facilitating implementation of an Authority-wide information system to assure the integrity and efficient management of Authority information.
• Develop functional requirements.
• Specifies and manages project teams.
• Facilitate information deliveries and reports on project status.
• Investigates the marketplace for new innovations and identifies new tools and techniques to accelerate delivery of information systems.
• Identifies and specifies Division's software and hardware needs.
• Generates and approves purchase orders for material resources and follow up support.
• Develops, enhances, and manages an organizational infrastructure designed to creatively position staff to handle workload.
• Implement standards designed to provide consistent levels of quality in the delivery of information technology systems; manages cost and productivity in the delivery of these services.
• Designs comprehensive security architectures and ensuring strict compliance with frameworks.
• Develops 30/60/90-day plans, defining KPIs (Key Performance Indicators) and OKRs (Objectives and Key Results), and planning security roadmaps.
• Evaluates business innovations against the threat landscape to build a secure-by-design baseline.

Preferred Skills

• Experience with Microsoft, Azure, network-security and vulnerability-management.
• Strong knowledge of Microsoft Azure platform and supporting services.
• Advanced architecture-level knowledge of major software-bot platforms such as UiPath, and Microsoft Power Automate.
• Experience with Office365 with emphasis on SharePoint, PowerApps and Power Automate.
• Deep knowledge of Information Technology Infrastructure Library (ITIL) standards for incident, problem, and change management.
• Proficiency in enterprise tools like ServiceNow or BMC Remedy to track service level agreements (SLAs) and workflows.

Minimum Qualifications

• Twelve years of full-time experience, five years must be in an administrative or managerial capacity.
• Baccalaureate Degree in related field.

Civil Service Classification: Non-Competitive

Posting End Date: 10/24/2026

Salary Range: