IT Service Desk Manager

City of New York; New York (NY); On-site; USD 75,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Pension plan

Paid time off

Job summary

City of New York is seeking an Information Technology Security Specialist to oversee 24/7 IT Service Desk operations across CSS, with vast enterprise endpoints. You will direct Tier 1/2 service desk functions, dispatch, escalation, and continuous improvement efforts while coordinating with field support and IT departments.

The role emphasizes service delivery, policy development, training, and comprehensive performance reporting in a large municipal IT environment.

Qualifications

• The position requires a baccalaureate degree and four years of relevant full-time experience or equivalent.
• Equivalency options acceptable per the stated requirements.

Responsibilities

• Lead and manage the IT Service Desk daily to meet SLAs and ensure high customer satisfaction.
• Oversee dispatch for service requests and optimize use of technical resources.
• Develop and mature ticket/phone escalation processes and emergency communication workflows.
• Train and evaluate Service Desk staff to align with standards.
• Formulate desk policies and maintain high-quality documentation and self-service resources.
• Monitor IT infrastructure and coordinate with Tier 2/Field Support for swift resolutions.
• Prepare reports for upper management on key metrics and trends.
• Maintain knowledge of emerging technologies to modernize IT services.

Skills

IT Service Desk

Leadership

SLA Management

Ticketing Systems

Incident Escalation

Technical Support

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Active Directory

Job description

• Salary Band: $150,000+
• Compensation: USD 75,000 - USD 180,000

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.

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.