Director, Enterprise Mobile Technologies

City of New York•New York City, NY

16h•Onsite

About The Position

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

Requirements

A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field
An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in "1" above
Education and/or experience equivalent to "1" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in "1" above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in "1" above.

Responsibilities

Manage a team of engineers who provide support on daily ServiceNow incidents/requests and work closely with the various carrier account teams and wireless personnel on customer service issues that may arise; ensure all urgent incidents and requests are prioritized and addressed in a timely manner.
Work closely with OTI's Cost Recovery Group (CRG) for mobile order approvals.
Liaise with City agencies on requests/incidents resolution for various carrier services; recommend appropriate action in response to agency mobile requests, including activation of new service, cancellation of existing service, choice of carrier, number porting, change of service type or rate plan, or change of equipment type.
Provide managerial and technical support and assist in troubleshooting communications issues; follow-up with the appropriate vendors and carriers on orders placed for new equipment.
Liaise with internal OTI divisions concerning new service and equipment costs and determine proper user financial responsibilities.
Perform inventory control functions and update vendor management system with accurate data.
Assist customers with various device configurations; activate and program a wide range of mobile devices, including cellular phones, smartphones both android and IOS, mobile PC cards, and MiFi's; submit corrections to carriers; prepare written communications concerning technical issues.
Assist in performing MDM tasks such as device provisioning, deployment of base profiles and policies.
Work with agency MDM admins ensuring devices are successfully enrolled.
Perform additional tasks and projects as directed by management.