Digital Support Supervisor for the Division of Budget & Program Operations (City HAP Program)

City of New York•New York, NY

16h•$62,868 - $72,298

About The Position

The Digital Support Supervisor in the Division of Budget and Program Operations (BPO), within HPD’s Office of Housing Access and Stability, ensures that staff and clients can use the Office’s systems effectively and receive timely support when issues arise. The role works with teams across HPD to prioritize and resolve technical issues and communicate expected resolution timelines. It also ensures that staff have the necessary digital tools, hardware, devices, system access, and software licenses, coordinating with procurement and budget teams as needed. The Supervisor establishes, staffs, trains, and maintains a digital support team responsible for technical support, system administration and onboarding, and digital operations. The team supports HAS employees and clients—including approximately 55,000 or more landlords, tenants, representatives, and applicants—using new and existing systems and portals. The Supervisor also manages the secure, accurate, and timely handling of digital and paper documents and supports system improvements and special projects.

Requirements

Meet one of the stated Community Coordinator qualification pathways: a bachelor’s degree from an accredited college and two years of related community work or community-centered activities; high school graduation or equivalent and six years of related experience; or equivalent education and/or experience. All candidates must have at least one year of qualifying experience as described in the first pathway.
Provide strong leadership and managerial skills.
Have exceptional organizational, analytical, quantitative, and qualitative skills.
Have exceptional presentation and interpersonal communication skills.
Have a strong customer-service focus.

Nice To Haves

Experience managing a call center.
Expertise implementing technology solutions with a focus on business needs.
Knowledge of rental subsidies and federal, state, and local housing laws and regulations.
Familiarity with HPD systems.
Bilingual ability.

Responsibilities

Establish, staff, train, and maintain a team that provides digital support for HAS systems.
Oversee a call center providing technical support to HAS employees and approximately 55,000 or more client landlords, tenants, representatives, and applicants.
Ensure call center staff enroll portal users, explain portal operations and content, answer questions, and refer issues as appropriate.
Ensure employee support is provided through voice, text, email, and chat for questions about rental subsidy applications and related systems.
Monitor the quality and timeliness of technical support and ensure service meets expectations.
Administer new and existing systems, including providing access and making system adjustments when employees join, depart, or change roles.
Ensure staff have the hardware, equipment, and system access needed to work in the office and remotely.
Advise HAS employees on the effective use of existing systems and maintain systems to reflect policy changes.
Work with DBPO, PSA, and HPDTech staff to plan and carry out short- and long-term solutions to system issues and enhancements.
Coordinate with procurement, budget teams, and other stakeholders to ensure adequate hardware and software licenses.
Manage digital-image workflows integrating paper, virtual mail, email, document-upload portals, and other digital documents with HPD digital case files and future systems.
Manage scanning and conversion of paper documents to digital formats and develop solutions for managing paper and digital images.
Ensure documents are processed securely, accurately, and on time.
Develop staff through coaching and support for professional growth; prepare training materials, assign work, and set and monitor performance targets.
Foster a collaborative and inclusive team environment.
Undertake special projects at the Deputy Director’s discretion to advance the Office’s goals and mission.