*ONLY OPEN TO CURRENT FULL-TIME ANNUALLY PAID PARKS EMPLOYEES*

Major Responsibilities

- Manage Help Desk operations and supervise customer service teams reporting to the Parks Information Technology and Telecommunications (ITT) Division. Respond to customer needs, and actively engage in software delivery.
- In conjunction with the Help Desk team, implement and manage service desk system for Parks.
- Research, implement, and streamline improvements to the current IT service delivery model.
- Develop reports and dashboards to show key performance indicators relevant to ITT customer service and present them to divisions.
- Serve as a point of escalation for all technology issues of customer service concerns related to IT.
- Manage change control process and alert stakeholders of upcoming changes or new IT policies.
- Ensure that agreed-upon service level agreements are established and in place with programs/stakeholders across all relevant business units.
- Thoroughly understand the customer’s business processes and the underlying business need for a technical solution.
- Work with other ITT units (IT Operations and Solutions Delivery) and liaise between ITT and program area.
- Escalate issues to senior management so they can be addressed in a timely manner.
- Meet with divisions to understand their needs and pain points.
- Advise customers on technology solutions/platforms that best meet their needs.
- Work with customers to assist in the development of their IT roadmap.
- Maintain business capability model and update when there are new service offerings.
- Work closely with ITT units to develop IT service catalog for Parks.
- Assess if customers can leverage existing solutions from citywide service catalogs.
- Ensure ITT alignment to customer’s priorities and goals.
- Identify opportunities for operational efficiencies.

How to Apply: Go to cityjobs.nyc.gov and search for Job ID# 639518.

All applicants must apply via cityjobs.nyc.gov. The City is no longer using ESS to accept applications.

*Current Employees please include your ERN and Job ID# 639518 on your cover letter and resume.

Work Location: Arsenal West, Manhattan

NOTE: All resumes must be received no later than the last day of the posting period. References will be required upon request.

nyc.gov/parks

MOVEMENT IN THE FACE OF CIVIL SERVICE LISTS IS PROHIBITED UNDER CIVIL SERVICE LAW.

1. A baccalaureate degree from an accredited college in computer science, information systems, engineering, mathematics or related field and six years of satisfactory full-time experience related to enterprise architecture, solutions architecture, network architecture and/or IT infrastructure systems; or

2. A baccalaureate degree from an accredited college and ten years of satisfactory full-time experience related to enterprise architecture, solutions architecture, network architecture and/or IT infrastructure systems; or

3. Education and/or experience which is equivalent to "1" or "2" above.

1. A generalist with a fluency in the technology behind enterprise computer systems which includes hardware, software development, and the project life cycle. 2. Experience in technical solutions, business analysis, IT architecture and writing technical specifications. 3. Portfolio management, customer relations experience, technical experience, and sound judgment to plan and accomplish goals. 4. Experience with managing help desk operations and help desk team. 5. Experience with service desk systems such as ServiceNow. 6. 5+ years of customer success management experience, preferably in an IT business environment. 7. Strong experience in providing customers with strategic guidance. 8. Ability to grasp customers’ needs and suggest timely solutions. 9. Strong knowledge of application architectures, enterprise architecture, release methodologies, project management, technical support, production support, client/server applications, internet and intranet applications. 10. Strong written and verbal communication skills. 11. Ability to interface with executive level management and give senior level presentations.

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/.

This position is exempt from NYC residency requirements.

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.