IT Service Desk Manager — Remote/Hybrid

Metropolitan Transportation Authority (MTA); New York (NY); Hybrid; USD 161.000 - 190.000; Vollzeit

Benefits dieser Stelle

Telework 2 days/week

Zusammenfassung

Metropolitan Transportation Authority (MTA) seeks a Manager, IT Service Desk to lead enterprise IT support operations, ensuring 24x7x365 coverage with remote services and strong internal customer satisfaction. You will guide the IT Service Desk staff, manage incidents, and collaborate with cross‑functional teams to improve processes and knowledge resources.

The role requires deep ITSM knowledge, experience with Genesys Cloud and ServiceNow, and the ability to balance staffing, metrics, and

Qualifikationen

• Minimum 5 years of relevant technology experience.
• Proven leadership and management experience in an enterprise IT Service Desk.
• Experience with incident, problem, and change management.

Aufgaben

• Oversee day-to-day IT Service Desk operations across all MTA agencies.
• Ensure SLAs, KPIs, and customer satisfaction targets are met.
• Lead, coach, and develop Service Desk supervisors and analysts.

Kenntnisse

IT Service Desk

Leadership

Incident Management

Knowledge Management

Service Excellence

Ausbildung

Bachelor's Degree in Arts/Sciences

Tools

Genesys Cloud

ServiceNow

ACD

IVR

Jobbeschreibung

Metropolitan Transportation Authority (MTA) seeks a Manager, IT Service Desk to lead enterprise IT support operations, ensuring 24x7x365 coverage with remote services and strong internal customer satisfaction. You will guide the IT Service Desk staff, manage incidents, and collaborate with cross‑functional teams to improve processes and knowledge resources.

The role requires deep ITSM knowledge, experience with Genesys Cloud and ServiceNow, and the ability to balance staffing, metrics, and