Director of ITT Operations

City of New York•New York City, NY

16h•Onsite

About The Position

This position is ONLY OPEN TO CURRENT FULL-TIME ANNUALLY PAID PARKS EMPLOYEES. This vacancy is only open to 1) current permanent Parks employees serving in the Computer Associate (Operations) civil service title or 2) on leave from the title or 3) permanent Parks employees in or on leave from a comparable title. The Director of ITT Operations, working closely with the Deputy Chief of ITT Operations, will manage the delivery of IT services to the Agency. This role involves serving as a primary implementer of the Agency's network and telecommunications infrastructure, including reviewing architectural and wiring schematics and diagrams. The position also acts as a subject matter expert on the design and implementation of voice and data networks for new and renovated facilities, coordinates technology efforts with other city agencies, and ensures oversight and cybersecurity compliance. The Director will initiate and maintain relations with technology vendors, configure infrastructure for information security, and set and meet project management goals and deadlines. Collaboration with other Parks divisions is key, as is researching new computer hardware, network technologies, telecommunications offerings, programming, and application delivery methods. The role includes supervising and evaluating staff, overseeing multiple technical groups, and serving as a technical resource for hardware and software problem diagnosis. The Director will also act as an escalation point for customer concerns, manage major incident coordination, and perform advanced ServiceNow ITSM administration and reporting. Mentoring, coaching, and developing staff are important aspects, as is streamlining support processes and implementing ITIL-aligned processes within ServiceNow. Liaising with other city agencies and vendors is also a significant part of the role.

Requirements

A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full-time computer operations experience, in a large-scale networked, multi-tiered, or mainframe computer environment, or two years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment; or
A baccalaureate degree from an accredited college or university and three years of satisfactory full-time experience as described in "1" above; or
A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience as described in "1" above; or
A satisfactory combination of education and/or experience equivalent to "1", "2",or "3" above. However, all candidates must have at least two years of full-time experience as described in "1" above.

Responsibilities

Under general direction and working closely with the Deputy Chief of ITT Operations, manage the delivery of IT services to the Agency.
Serve as a primary implementer of the Agency's network and telecommunications infrastructure, including review of architectural and wiring schematics and diagrams.
Serve as subject matter expert on the design and implementation of voice and data networks for construction of new and renovated facilities.
Coordinate technology efforts with other city agencies and ensure oversight and cybersecurity compliance.
Initiate and maintain relations with technology vendors.
Configure infrastructure to ensure information security and safeguard city data.
Set and meet project management goals and deadlines.
Work closely with other Parks divisions on the implementation and delivery of services.
Research new computer hardware, network technologies, telecommunications offerings, programming, and application delivery methods.
Supervise and evaluate staff.
Oversee and ensure the timely completion of all assigned work for multiple technical groups (Field Technicians, Telecomm, Wireless Support, Vendor Relations).
Serve as a technical resource in the diagnosis and correction of computer, software, telephone, printer, and peripheral hardware problems.
Serve as a point of escalation to address customer concerns and prioritize workflow when appropriate. Ensure effective communication during outages.
Diagnose trends using ServiceNow incident data to identify recurring issues and recommend solutions.
Oversee ticket assignment within ServiceNow.
Lead major incident coordination, ensuring timely escalation and stakeholder notification.
Perform advanced ServiceNow ITSM administration and reporting to division senior staff.
Conduct regular performance reviews and provide constructive feedback to staff. Mentor, coach, and develop staff to improve skills and performance.
Collaborate with other ITT teams to streamline support processes, improve service delivery, and foster a supportive, solutions-oriented environment.
Implement and enforce ITIL-aligned processes within ServiceNow (Incident, Request, Knowledge, Problem).
Liaise with other city agencies and vendors providing support contracts, particularly (but not limited to) OTI and NYC Cyber Command.