The Digital Support Manager will coordinate day-to-day operations and support services for assigned digital initiatives within the Department of Buildings (DOB). Reporting to the Director of Digital Support, this position helps implement process improvements, change management activities, and user support for key systems such as DOB NOW and related applications.

Key Responsibilities:
Program & Project Coordination
- Coordinate specific tasks and deliverables related to digital systems support, training, and stakeholder outreach.
- Assist in monitoring timelines, risks, and status updates for assigned projects.
- Support project documentation, data gathering, and basic reporting as needed.
Change Management Support
- Implement change management activities under the guidance of senior leadership.
- Support communication plans, training delivery, and user adoption efforts for new or updated systems.
- Assist in gathering user feedback and sharing insights with project teams.
Stakeholder Engagement & User Support
- Act as a point of contact for internal and external stakeholders regarding system usage and troubleshooting.
- Coordinate with other team members to resolve user inquiries and issues.
- Support the planning and delivery of outreach sessions, user guides, and training materials.
Team Collaboration
- Provide guidance and support to Outreach Coordinators, Analysts, and Specialists within the unit.
- Foster a collaborative and service-oriented environment.
- Assist with onboarding and coaching of new staff as needed.
Process Documentation & Improvement
- Maintain up-to-date process documentation, FAQs, and workflows for assigned areas.
- Identify opportunities for process improvements and escalate suggestions to senior staff.
- Help ensure data accuracy and consistency across support activities.

CIVIL SERVICE STATUS
Only permanent Computer Operations Managers, applicants who are reachable on the Computer Operations Manager promotion list for the Department of Buildings, applicants who are reachable on the Computer Operations Manager open competitive list, and applicants as indicated below will be considered.

Candidates who are permanent in comparable civil service titles may be considered for title change under rule 6.1.9 of the Personnel Rules and Regulations of the City of New York.

REMOTE WORK
This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program.

COMPUTER OPERATIONS MANAGER - 1007E

1. Six (6) years of progressively responsible full-time paid experience supervising or administering computer operations involving a large-scale mainframe, network, or multi-tier computer environment at least 18 months of which shall have been in an administrative, managerial or executive capacity.

2. A baccalaureate degree from an accredited college or university may be substituted for a maximum of two (2) years of general experience described above. In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of general experience described above on the basis of 30 semester credits for six (6) months of experience.

3. A master’s degree in Computer Science, Computer Engineering, Electrical Engineering, Business Administration, Public Administration or Management of Administration may be substituted for a maximum of one (1) year of general experience described above. In the absence of a master's degree, graduate credits in Computer Science, Computer Engineering, Electrical Engineering, Business Administration, Public Administration or Management of Administration may be substituted for a maximum of one (1) year of the general experience on the basis of 30 graduate semester credits for one (1) year of experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, or executive capacity.

- Demonstrated experience coordinating or supporting digital projects, training, or user support activities. - Familiarity with change management principles and customer service best practices. - Strong organizational, communication, and problem-solving skills. - Experience with Microsoft Dynamics or similar CRM systems is a plus. - Knowledge of NYC government operations and permitting processes is desirable.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City Residency is not required for this position

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.