The Director of Customer Support is responsible for the overall day-to-day management of our Service Desk and inbound Support Requests, providing excellent front-line customer service and efficiently and effectively resolving inbound and ongoing technical issues. The Director of Customer Support directly manages our Service Desk Teams to ensure they provide quick, efficient, and effective responses that meet our SLAs (Service Agreements with our Clients). This is done through the ongoing management of our Service Ticket and ongoing support for our Technology Support Team, monitoring inbound service ticket flow, communicating expectations to clients, and complete management of the service delivery process. Policy decisions and development are a big part of the role, and the ITSM works to ensure that procedures and policies that are put in place are followed regularly by the entire Service Desk team.

Responsibilities include, but are not limited to, ongoing management of the Service Desk Technicians and Tech Support teams. Ongoing review of all Service Tickets, ensuring they are appropriately addressed and closed. Helping with escalating tickets between Service Desk Technicians and Tech Support Technicians. Work towards maintaining positive morale and a positive vibe. Maintain a high level of customer satisfaction and find ways to measure and improve it. Communicate clear and concise answers to complex technical questions. Procurement and managing installation of IT equipment (i.e., workstations, laptops, network printers, etc.). Recruit & onboard newer members of the team and build a strong performing team.

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.

Experience in working in a Technical Support Manager or relevant position Ability to manage and lead the teams in providing the best support possible Solid understanding of remote desktop Good oral and written communications skills Strong analytical skills Ability to multitasks, prioritize and manage tasks Experience in time management and problem-solving skills Exceptional customer service skills

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter and resume that you would like to be considered for the position under the 55-a Program. If you wish to learn about the 55-a Program, please visit https://www1.nyc.gov/site/dcas/employment/55-a-program.page.

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.