Senior IT Service Desk Manager - 24/7 Enterprise Support

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

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.