IT Service Desk Manager

City of New York • New York City, NY

6d

About The Position

The New York City Police Department’s Information Technology Bureau / Information Technology Services Division is seeking an Information Technology Security Specialist to oversee 24/7 operational execution across the Customer Service Section, including the Tier 1/2 Service Desk, Field Technician Unit, and Remote and Operations Unit. The role has broad latitude for independent decision-making to direct end-user support, field remediation, and change control for enterprise-wide technology portfolios encompassing more than 25,000 endpoints.

Reporting directly to the Director of the Customer Service Section, the selected candidate will manage service delivery for large-scale deployments and services, including Body Worn Camera systems, mobile enterprise devices, high-bandwidth network rollouts, special projects, technology refreshes, and managed print services. The role is responsible for operational efficiency and system integrity, service desk performance, staff development, documentation, incident response, and reporting.

Requirements

• A baccalaureate degree from an accredited college and four years of satisfactory full-time experience related to projects and policies required by the particular position, or equivalent education and/or experience.
• Four years of satisfactory full-time related experience when qualifying through the stated degree-and-experience pathway.

Responsibilities

• Lead and manage the day-to-day activities of the IT Service Desk team to meet Service Level Agreements and deliver high customer satisfaction.
• Ensure end-user issues are logged, assigned, and resolved in a timely manner.
• Oversee service-request dispatch to make effective use of technical resources and monitor the phone queue.
• Participate in escalated calls and promptly resolve high-priority complaints.
• Develop and improve ticket and phone escalation processes to support communication and information flow across the organization.
• Oversee emergency communication workflows for system outages and critical IT activities.
• Train, mentor, and evaluate Service Desk staff, supporting technical growth and alignment with organizational standards.
• Formulate service desk policies and procedures and identify continuous improvement opportunities.
• Oversee the IT solutions repository and ensure technical documentation and self-service resources are available to staff.
• Monitor IT infrastructure, troubleshoot complex system issues, and coordinate with Tier 2, Field Support, and other IT departments to resolve issues.
• Prepare and present performance reports to upper management, tracking operational metrics, trends, and service delivery improvements.
• Maintain knowledge of emerging technologies, systems, and software to modernize the IT services portfolio and support operations.

Benefits

• Health insurance for the employee, spouse or domestic partner, and un-emancipated children under age 26
• Union benefits including dental and vision coverage
• Paid annual leave
• Paid sick leave
• Paid holidays
• Pension
• Optional savings and pre-tax programs, including Deferred Compensation, IRA, and a flexible spending account

What This Job Offers

• Job Type: Full-time
• Career Level: Manager