Executive Director, Service Desk

City of New York • New York City, NY

8d

About The Position

The NYC Department of Design and Construction, Division of Information Technology Services, is seeking an Executive Director of Service Delivery with leadership experience in application support, service desk and project management essentials. Reporting directly to the Chief Information Officer, the Executive Director will lead efforts to deliver exceptional, customer-focused IT services by developing and maintaining comprehensive operating procedures across Helpdesk and Application units. This role is responsible for supporting the continuous availability, reliability, and responsiveness of IT services and infrastructure, while driving AI-powered innovations that improve customer experience and service quality.

Requirements

• Only candidates who are permanent in the Computer Systems Manager title or those who are reachable on the promotional exam #4524 or open-competitive exam #4035 may apply. Please include a copy of your Notice of Results or indicate if you are already permanent in the title. If you do not meet the previously mentioned civil service criteria, you will not be considered for an interview.
• Authorization to work in the United States is required for this position.
• A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or
• A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
• A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
• A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above.
• In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience.
• Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience.
• However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in "1" above.

Responsibilities

• Leading the teams by directing the day-to-day tactical execution of the agency’s IT strategic plan and division goals, with a strong emphasis on service excellence.
• Maintaining processes for inventory management, IT equipment utilization, and receipt of IT products and services that prioritize timely, accurate, and efficient support for agency partners.
• Establishing and enforcing high standards for IT production, quality, and customer service, using AI-enabled analytics to proactively identify and resolve issues before they impact users.
• Maintaining clear, consistent, and solution-oriented communication with agency partners to understand needs, address challenges, and deliver measurable service improvements.
• Forecasting future requirements, preparing the annual budget, and scheduling expenditures to align with service delivery priorities.
• Serving as an agency liaison and active participant in high-level project management meetings to ensure IT goals, customer expectations, and service commitments are met or exceeded.
• Exploring and implementing AI-driven tools to streamline support workflows, personalize assistance, and enhance the speed and accuracy of issue resolution.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees