Deputy Unit Chief - Operations, Dfs

City of New York • New York City, NY

3d

About The Position

The DFS Supervisor – Customer Information Representative Level 2 performs supervisory and operational work in a high-pressure digital and hard-copy production and customer service environment. The Supervisor exercises independent judgment while following established procedures, ensuring legal documents are handled properly, overseeing production workflows, directing unit staff, and maintaining accountability for accurate processing of customer inquiries and work orders.

The unit maintains more than 100 multifunction devices (MFDs) across all five boroughs. The Supervisor is responsible for keeping the devices operational and ensuring service calls are placed and monitored when maintenance is needed.

To be eligible, candidates must be permanent in the Customer Information Representative civil service title. The posting lists qualification pathways involving a bachelor's degree; an associate degree or 60 college credits plus qualifying experience; a high school diploma plus qualifying experience; or a satisfactory combination of education and experience. Assignment to Level III requires two additional years of the specified experience beyond the Level I qualification requirements.

Requirements

• Must be permanent in the Customer Information Representative civil service title to be eligible.
• 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.
• Meet the stated Customer Information Representative qualification requirements through education and/or qualifying full-time customer service, help desk, or public information experience involving computers, databases, and information technology systems.
• Possess a four-year high school diploma or its educational equivalent.
• For Assignment Level III, have two additional years of qualifying satisfactory full-time experience beyond the requirements for Assignment Level I.

Responsibilities

• Provide supervisory coverage for the front desk, answer incoming calls, troubleshoot and resolve inquiries, and renegotiate deadlines when expectations cannot be met.
• Oversee and control incoming work orders through Optic, OpsWeb, e-forms, and other input portals, ensuring timely and accurate assignment and completion.
• Review 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 maintain adequate stock.
• 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 the 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager