IT Service Desk Manager - Remote (2 Days/Week)

Metropolitan Transportation Authority; New York (NY); Hybrid; USD 161,000 - 190,000; Full time

Job summary

Metropolitan Transportation Authority is hiring a Manager, IT Service Desk to lead enterprise IT support across New York agencies, ensuring reliable 24x7 service delivery, strong incident and knowledge management, and high customer satisfaction.

The role partners with infrastructure, cloud, cybersecurity, and application teams to drive modernization, governance, and continuous improvement while mentoring IT Service Desk staff and aligning with IT strategy.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum 5–7 years in IT service desk with supervisory/lead experience (enterprise).
• Proven leadership, collaboration, and staff development abilities.

Responsibilities

• Oversee day-to-day IT Service Desk operations across all MTA agencies.
• Ensure SLAs, KPIs, and customer satisfaction targets are met.
• Lead knowledge management and continuous service improvement initiatives.
• Coordinate with Infrastructure, Cloud, Cybersecurity and other tech teams.
• Manage staffing, scheduling, and workforce readiness for around-the-clock support.

Skills

IT Service Desk leadership

Incident & Change management

Knowledge management

Service desk tooling (ITSM)

Remote/24x7 support

Education

Bachelor’s degree in Arts/Sciences

Tools

Genesys Cloud

ServiceNow

Job description

Metropolitan Transportation Authority is hiring a Manager, IT Service Desk to lead enterprise IT support across New York agencies, ensuring reliable 24x7 service delivery, strong incident and knowledge management, and high customer satisfaction.

The role partners with infrastructure, cloud, cybersecurity, and application teams to drive modernization, governance, and continuous improvement while mentoring IT Service Desk staff and aligning with IT strategy.