Public Safety IT Operations Center Lead

TECHNOLOGY & INNOVATION; New York (NY); On-site; USD 80,000 - 105,000; Full time

Job summary

The Office of Technology and Innovation (OTI) is seeking a TOC Specialist to maintain 9-1-1 infrastructure, monitor data communications, and triage emergencies to prevent outages for first responders in NYC. You’ll support NYPD, FDNY, DCAS and OTI staff via telephone and email, aiming for high availability and rapid incident resolution.

Reporting to the Public Safety division, you will work with Tier 2/3 and vendor teams, document resolutions, and contribute to continuous improvement initiatives

Qualifications

• Minimum IT-related bachelor’s degree with four years of IT service management/operations experience or eight years with a bachelor’s degree
• Experience in a service desk environment is preferred
• ITIL knowledge and ITSM tools experience are desirable

Responsibilities

• Provide telephone and email technical support for hardware, software, facilities, network, and telephony issues
• Screen and process calls and document them clearly using Remedy
• Participate in service desk projects to improve service quality and efficiency
• Troubleshoot network connectivity and manage Citrix passwords and accounts
• Monitor SLA and coordinate incident/problem resolution and changes
• Document events, actions taken, and resolutions for Remedy records
• Share knowledge with Tier 2/3 support and other staff
• Capture data for management on trends, resolution times, and costs
• Support escalated incidents in person when needed
• Monitor incident trends and assist in proactive problem resolution
• Perform special projects as assigned

Skills

Service desk experience

MS Office

Remote desktop

Communication skills

Multitasking

Remedy

Technical communication

Monitoring software

ITIL

Education

Bachelor’s degree in CS/Engineering

Equivalent experience

Tools

Remedy

Job description

The Office of Technology and Innovation (OTI) is seeking a TOC Specialist to maintain 9-1-1 infrastructure, monitor data communications, and triage emergencies to prevent outages for first responders in NYC. You’ll support NYPD, FDNY, DCAS and OTI staff via telephone and email, aiming for high availability and rapid incident resolution.

Reporting to the Public Safety division, you will work with Tier 2/3 and vendor teams, document resolutions, and contribute to continuous improvement initiatives