Manager, IT Service Delivery Operations
About The Position
The IT Service Delivery (ITSD) team provides technology support for more than 13,000+ endpoints and devices across 92 locations in the Bronx, Manhattan & Staten Island for both patrons and staff. The Manager, ITSD Operations leads the Library’s technology equipment and service support operations, overseeing onsite and remote desktop support while helping evolve traditional desktop support into a mature, customer-focused IT Service Delivery model. This position provides strategic and operational leadership for ITSD support services, ensuring that service delivery processes, standards, performance metrics, and operational practices align with the Library’s business needs and organizational goals. The Manager works closely with Library stakeholders and IT teams to deliver reliable, secure, and high-quality technology services while fostering a culture of accountability, continuous improvement, collaboration, and exceptional customer service.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, a related technical field, or equivalent combination of education and professional experience
- 5+ years of demonstrated management or line-management experience
- 3+ years of supervisory experience in an IT environment, preferably in a unionized organization
- Demonstrated experience leading IT service delivery, desktop support, or technology operations teams
- Experience managing IT service-related projects, process improvements, and operational initiatives
- Experience managing service performance through SLAs, KPIs, and operational metrics
- Experience coordinating major incidents, resolving complex technology issues, and communicating with stakeholders
- Experience working collaboratively with technical teams, business units, and organizational leadership
- Experience supporting enterprise technology environments with diverse users, devices, and operational needs
- Strong leadership, coaching, mentoring, and team-development skills
- IT service delivery and IT service management knowledge and experience
- Strong project management, prioritization, and organizational skills
- Excellent written, verbal, interpersonal, and customer service skills
- Ability to communicate effectively with technical and non-technical staff and stakeholders
- Strong judgment, problem-solving, and decision-making skills
- Ability to analyze service metrics, manage SLAs/KPIs, and drive continuous improvement
- Ability to collaborate effectively across teams and manage multiple priorities in a fast-paced environment
- Directly supervise, coach, mentor, and develop ITSD PC Technicians and support personnel
- Establish performance expectations, priorities, operational standards, and accountability for the Technology Support team
- Assign and prioritize work based on service demand, staffing, projects, and organizational priorities
- Provide ongoing feedback, support performance management, and promote professional development
- Support workforce planning and resource allocation while fostering teamwork, collaboration, customer service, and compliance with the Library’s union environment and applicable policies and procedures
Nice To Haves
- Be Helpful to patrons and colleagues
- Be Resourceful in solving problems
- Be Curious in all aspects of your work
- Be Welcoming and Inclusive
Responsibilities
- Lead, coach, mentor, and develop the ITSD Support Delivery team while establishing clear performance and service expectations
- Oversee onsite and remote technology support, ensuring reliable, secure, and customer-focused service delivery across the Library
- Own key ITSD service processes, including incidents, service requests, equipment relocation, procurement, deployment, and installation
- Monitor SLAs, KPIs, service trends, and operational performance to identify risks, improve efficiency, and ensure service standards are met
- Lead continuous service improvement initiatives and develop Service Improvement Plans for end-user technology services
- Lead major incident response, coordinate technical resources, communicate with stakeholders, and ensure timely service restoration and post-incident follow-up
- Build strong partnerships with Library stakeholders and other IT teams to align technology services with organizational needs
- Plan for future service demands, organizational growth, projects, and resource requirements while fostering a culture of accountability, collaboration, and continuous improvement
- Performs additional duties as required
Benefits
- pay transparency
- pay equity
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What This Job Offers
Job Type
Full-time
Career Level
Manager
