Assistant Director, Service Desk Operations

New York City, NY-posted 3 months ago
Full-time • Manager
Manhattan, NY
5,001-10,000 employees
Justice, Public Order, and Safety Activities
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The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide, from planning and release of agency solicitations to payment of vendors. Annually, agencies procure billions in products and services from a diverse pool of vendors that represent various industries. MOCS therefore aims to ensure that the procurement process remains fair, transparent, efficient, and cost-effective. MOCS makes it easier to do business through use of end-to-end technology tools, increases transparency by publication of enriched data and hosting public hearings, and strengthens procurement operations by providing direct assistance and resources to all stakeholders. MOCS also partners with agencies and vendors to identify areas for policy reform, resulting in ongoing process improvement to reduce administrative burdens and increase the positive impact of services on communities. The MOCS Director serves as the City Chief Procurement Officer.

  • Train and onboard staff to ensure all can provide quality customer service on procurement, contracting and system related issues.
  • Strengthen staff knowledge of the procurement life cycle and the unique issues at each stage.
  • Manage daily team activities, including ticket management and escalations, setting goals for team members where needed.
  • Be self-sufficient and resourceful in developing knowledge in all aspects of contracts and procurement.
  • Troubleshoot issues by utilizing materials, research, creative thinking, and problem-solving skills.
  • Evaluate workloads and assign tasks to ensure timely and effective completion of activities.
  • Evaluate performance and provide constructive feedback as part of development plan.
  • Foster transparency, accountability, and collaboration through ongoing trainings and unit meetings.
  • Quickly execute, analyze, and manage extracts, reports and details related to ticket data.
  • Host team meetings, track notes and action items, with consistent follow-through.
  • Communicate with stakeholders using various platforms including email, MOCS ticketing system, phone and screensharing.
  • Assist team members with complex or novel issues.
  • Manage a large team of staff members, managing day-to-day tasks, track performance and development.
  • Step in for fellow co-managers when needed.
  • Lead and host team meetings, ensuring communication is consistent and directives are clear.
  • Provide Quality Assurance for user interaction and categorical data in designated client services ticketing platforms.
  • Propose updates to user resources for processes and systems such as PASSPort.
  • Contribute to the design and testing of system modifications and upgrades.
  • Develop templates, guides, and documentation that will help improve efficiency.
  • Create, design, and conduct presentations when necessary.
  • Participate in and contribute to various initiatives, identifying impacts to stakeholder experience.
  • Participate in occasional engagements with stakeholders for external events throughout the five boroughs.
  • Ongoing professional development to strengthen skills and increase knowledge in relevant areas.
  • Participate in and carryout special projects in a timely manner, as assigned.
  • Serve as project manager and liaison for various initiatives, as necessary.
  • A minimum of at least six (6) months of experience managing staff, working with a large team, and/or direct responsibilities related to procurement.
  • Great attention to detail; thorough and meticulous while having the ability to still meet deadlines.
  • Succinctly, effectively and professionally communicate verbally, in writing and through presentations.
  • Ability to adapt in a fast-paced work environment with the flexibility to shift gears on the spot.
  • Distill complex material, present findings, and make actionable recommendations.
  • Juggle multiple priorities, adjusting tasks and timelines to ensure goals and deadlines are met.
  • Efficiency in Excel with the ability to generate and organize reports when needed.
  • Analyze data and summarize research to lead ongoing improvement in operations and service.
  • Establish relationships quickly and maximize positive team dynamics.
  • Supervise, coach and structure ongoing professional development for individuals and teams.
  • Facilitate ongoing unit-wide knowledge building, trainings, team building and collaborations.
  • Inclusive work environment that values teamwork, inclusion and respect.
  • Special accommodations provided to applicants with disabilities.
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