Director of Help Desk/ITSM

Job Description The NYC Department of Probation (DOP) is a world leader in working creatively and effectively engaging with people under court-mandated community supervision. Through innovative partnerships with people and organizations throughout the New York City, DOP provides opportunities for those on probation to access services and opportunities that positively impact their life trajectory. Following the best current data on what works, staff at DOP engage in meaningful relationships with those on probation to enhance community safety and decrease recidivism. The Department of Probation is seeking a dynamic and experienced IT Help Desk Supervisor with a strong background in IT Service Management (ITSM), enterprise/asset management, and proficiency in utilizing ServiceNow. In this role, you will lead a team of support professionals to ensure efficient resolution of IT issues, optimal service delivery, and effective management of IT assets and incidents. Responsibilities: 1. Supervise and mentor a team of IT support staff, ensuring high-quality service delivery and timely issue resolution. 2. Implement and optimize IT Service Management processes using ServiceNow, with a focus on incident management and asset management. 3. Oversee the enterprise/asset management lifecycle, ensuring accurate tracking, documentation, and optimization of IT resources. 4. Collaborate with cross-functional teams to streamline IT workflows and improve end-user experiences. 5. Provide technical expertise and support for complex IT issues, acting as an escalation point for the help desk team. 6. Continuously assess and improve ITSM processes, with specific attention to incident and asset management, to align with industry best practices and organizational goals. 7. Develop and deliver training programs to enhance the technical skills of the help desk team. 8. Monitor and report on key performance indicators (KPIs) related to incident and asset management, measuring, and improving service desk performance. 9. Maintain documentation for IT processes, procedures, and troubleshooting guides related to incident and asset management. Requirements: 1. Proven experience as an IT Help Desk Supervisor or in a similar leadership role. 2. Strong expertise in IT Service Management principles and practices, with a focus on incident and asset management. 3. Hands-on experience with ServiceNow, including customization. 4. Excellent communication and interpersonal skills with the ability to work collaboratively across departments. 5. Solid understanding of ITIL framework and its application in a support environment. ITIL Certification is a plus. 6. Demonstrated ability to lead and motivate a team, fostering a positive and collaborative work environment. Qualifications 1. A baccalaureate degree from an accredited college in computer science, engineering, human computer interaction, interactive media, digital and graphics design, data visualization, communication or a related field, and four years of satisfactory full-time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain; or 2. An associate degree from an accredited college in computer science, engineering, human computer interaction, interactive media, digital and graphics design, data visualization, communication or a related field, and six years of satisfactory full-time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain; or 3. A baccalaureate degree from an accredited college, and eight years of satisfactory full-time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain; or 4. Education and/or experience which is equivalent to "1", "2", or "3" above. Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

Created: 2024-11-19