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

City of New York•New York City, NY

About The Position

The Digital Support Supervisor works in the Division of Budget and Program Operations (BPO) within HPD’s Office of Housing Access and Stability, supporting the City Housing Assistance Program (CityHAP) and other HAS programs. The role ensures that HAS employees and Division of Tenant and Owner Resources (DTOR) clients can use HAS systems effectively, helps resolve technology issues, and ensures staff have the necessary digital tools, hardware, devices, licenses, and system access. The Supervisor coordinates with teams across HPD to prioritize and resolve issues and communicate resolution expectations. Under the direction of the Deputy Director of Digital Support, the Supervisor supports and maintains new and existing HAS systems and establishes, staffs, trains, and maintains a digital support team. The team provides technical support to HAS employees and more than 55,000 client landlords, tenants, representatives, and applicants; administers systems and user access; and manages digital document and image operations. The Supervisor also develops staff, monitors performance, fosters an inclusive team environment, and undertakes special projects assigned by the Deputy Director.

Requirements

A baccalaureate degree from an accredited college and two years of experience in community work or community-centered activities related to the duties; or 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 the described community-work or community-centered-activities experience.
Strong leadership and managerial experience.
Experience managing a call center.
Exceptional organizational, analytical, quantitative, and qualitative skills.
Exceptional presentation and interpersonal communication skills.
Expertise implementing new technology solutions with a focus on business needs.
Strong customer service focus.

Nice To Haves

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 providing digital support for HAS systems.
Manage 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, guide them in using HAS portals, answer questions about portal content, and refer issues as appropriate.
Ensure employee questions about rental subsidy applications are handled through voice, text, email, and chat, with actions taken or issues referred as appropriate.
Ensure clients and employees receive quality, timely support within established expectations.
Administer new and existing systems, including providing system access and making adjustments for new or departing employees and other personnel roster changes.
Ensure staff have the hardware, equipment, licenses, and system access needed to work in the office and remotely.
Advise HAS employees on effective use of existing systems and keep systems current with policy changes.
Coordinate with DBPO, PSA, and HPDTech staff to develop and execute short- and long-term solutions for system issues and enhancements.
Manage the movement of digital images across paper, virtual mail, email, document-upload portals, HPD digital case files, and future systems.
Manage scanning and conversion of paper documents to digital formats, and implement solutions for managing paper and digital images.
Ensure documents are processed securely, accurately, and in a timely manner.
Coach staff and support their professional growth; develop training and training materials, assign work, and set and monitor performance targets.
Foster a collaborative and inclusive team environment.
Work on special projects assigned by the Deputy Director that support the Office’s goals and mission.