Deputy Director of Parks ITT Service Desk

City of New York•New York City, NY

About The Position

ONLY OPEN TO CURRENT FULL-TIME ANNUALLY PAID PARKS EMPLOYEES This vacancy is only open to 1) current permanent Parks employees serving in the Certified IT Administrator (LAN/WAN) civil service title or 2) on leave from the title or 3) permanent Parks employees in or on leave from a comparable title. Major Responsibilities - Under the direction of the Director of ITT Customer Engagement, with latitude for independent initiative and judgment, serve as both a leader and a hands-on contributor for Parks ITT Service Desk, driving continuous improvement, operational efficiency, and customer satisfaction.

Requirements

ONLY OPEN TO CURRENT FULL-TIME ANNUALLY PAID PARKS EMPLOYEES This vacancy is only open to 1) current permanent Parks employees serving in the Certified IT Administrator (LAN/WAN) civil service title or 2) on leave from the title or 3) permanent Parks employees in or on leave from a comparable title.
Professional/vendor certification(s) in local area network administration that is required for the position to be filled.
A baccalaureate degree from an accredited college, and two years of satisfactory full-time (not classroom based) experience in local area network and/or wide area network planning, design, configuration, installation, implementation, troubleshooting, integration, performance monitoring, maintenance, enhancement, and security management; or
A four-year high school diploma or its educational equivalent and six years of satisfactory full-time (not classroom based) information technology experience of which at least 2 years must have been as described in "1" or
A satisfactory equivalent of education and/or experience equivalent to "1" or "2" above. Education may be substituted for experience on the basis that 30 undergraduate semester credits from an accredited college is equivalent to 6 months of experience. A master’s degree in computer science or a related field from an accredited college may be substitute for one year of experience. However, all candidates must have at least one year of satisfactory (not classroom based) full-time information technology experience as described in "1" above.
Incumbents may be required to update existing and/or obtain additional professional industry-standard certification(s) for current and future technical environments(s) in which they may be assigned to work, as determined by the employing agency.

Responsibilities

Manage and oversee the daily operations of the ITT Service Desk call center. Lead a team of service desk agents - ensuring timely and accurate handling of user inquiries, professional and customer-focused technical support, while maintaining high customer satisfaction levels.
Function as contingent Service Desk staff during peak demand or staff shortages.
Serve as a technical resource in the diagnosis and correction of computer, software, telephone, printer, and peripheral hardware problems.
Serve as a point of escalation to address customer concerns and prioritize workflow when appropriate among the service desk agents. Ensure effective communication during outages.
Diagnose trends using ServiceNow incident data to identify recurring issues and recommend problem records.
Oversee phone line availability, call queue flow, and ticket assignment within ServiceNow ITSM and Cisco Finesse.
Ensure incidents, requests, and outages are accurately logged, categorized, prioritized, and routed using ServiceNow workflows.
Manage the full incident trajectory in ServiceNow from intake through resolution or escalation.
Lead major incident coordination, ensuring timely escalation and stakeholder notification.
Perform advanced ServiceNow ITSM administration and reporting.
Create and develop scripts to be used by call center agents. Implement customer service best practices to improve user experience and satisfaction.
Contribute to and maintain ServiceNow Knowledge Base (KB) articles and self-service resources.
Conduct regular performance reviews and provide constructive feedback to service desk agents. Mentor, coach, and develop staff to improve skills and performance.
Analyze support trends to recommend automation, process enhancements, and training.
Collaborate with other ITT teams to streamline support processes, improve service delivery, and foster a supportive, solutions-oriented environment.
Implement and enforce ITIL-aligned processes within ServiceNow (Incident, Request, Knowledge, Problem).
Serve as Xerox EPM Liaison.
Liaise with other city agencies and vendors providing support contracts, particularly (but not limited to) OTI and NYC Cyber Command.