IT Service Desk Manager

City of New York • New York, NY

7d • $75,000 - $180,000

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 operations 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 in directing end-user support, field remediation, and change control for enterprise technology portfolios encompassing more than 25,000 endpoints.

Reporting to the Director of the Customer Service Section, the position manages service delivery for large-scale deployments and technology operations, 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.

Requirements

• A baccalaureate degree from an accredited college and four years of satisfactory full-time experience related to projects and policies required by the position; or equivalent education and/or experience.

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 promptly.
• Oversee dispatch of service requests to optimize technical resource utilization and productivity.
• Monitor and manage the phone queue, take escalated calls, and promptly resolve high-priority complaints.
• Develop and improve ticket and phone escalation processes to ensure effective communication and information flow across the organization.
• Oversee emergency communications for system outages and critical IT activities.
• Train, mentor, and evaluate Service Desk staff, supporting their technical development and alignment with organizational standards.
• Develop service desk policies and procedures and identify opportunities for continuous improvement.
• Oversee the IT solutions repository, ensuring high-quality 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 quickly.
• Prepare and present performance reports to upper management covering operational metrics, trends, and service delivery improvements.
• Maintain knowledge of emerging technologies, systems, and software to modernize the IT services portfolio and maintain high-standard support operations.

Benefits

• Health insurance for the employee, spouse or domestic partner, and un-emancipated children under age 26
• 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