DEPUTY UNIT CHIEF - OPERATIONS, DFS
About The Position
The Deputy Unit Chief - Operations supervises operational work in a high-pressure digital and hard-copy production and customer service environment. With latitude for independent judgment, the Supervisor ensures legal documents are handled properly, oversees production workflows, directs unit staff, and maintains accountability for accurate processing of customer inquiries and work orders. The role follows established procedures while exercising sound professional judgment. The Unit maintains more than 100 multifunction devices across all five boroughs, and the Supervisor ensures that devices remain operational and that required service calls are placed and monitored. Eligibility is limited to employees who are permanent in the Customer Information Representative civil service title.
Requirements
- Must be permanent in the Customer Information Representative civil service title.
- Knowledge of digital production equipment and related software.
- Ability to troubleshoot technical issues.
- Strong communication and client service skills.
- Ability to multitask and prioritize in a high-volume workflow.
- Ability to train, supervise, and mentor staff.
- Strong organizational and administrative skills.
- Customer Information Representative qualification pathways include a bachelor's degree; an associate degree or 60 college credits plus one year of qualifying full-time customer-service, help-desk, or public-information experience; a high school diploma or equivalent plus two years of such experience; or a satisfactory combination of education and experience under the stated substitution rules. All candidates must have a high school diploma or equivalent.
- For Assignment Level III, candidates must meet Assignment Level I qualifications and have two additional years of the specified satisfactory full-time experience.
Responsibilities
- Provide supervisory coverage for the front desk, answer incoming calls, troubleshoot and resolve inquiries, and renegotiate deadlines when expectations cannot be met.
- Oversee incoming work orders through Optic, OpsWeb, e-forms, and other input portals, ensuring timely and accurate assignment and completion.
- Review unit staff work and provide feedback.
- Troubleshoot first-level software issues, including scanning and printing, and update software files.
- Respond to emergencies using judgment consistent with agency policy.
- Manage the multifunction device fleet across all five boroughs using inventory-management applications.
- Manage unit supplies and ensure adequate supplies are available.
- Provide daily written activity updates.
- Prepare production reports.
- Counsel staff to improve performance and address attendance issues.
- Explain and enforce agency policies and procedures.
- Train staff on best practices and operation of new equipment.
- Attend vendor equipment demonstrations and provide written evaluations and feedback.
- Liaise with contracted vendors to ensure completion of digital production work.
- Perform quality control and log and close client requests in OPTIC.
- Ensure compliance with EEO requirements and foster a fair, equitable work environment.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
