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 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 in an effort to enhance community safety and decrease recidivism.

The Department of Probation is seeking to hire a Community Coordinator to function as an IT Help Desk Supervisor. With a strong background in IT Service Management (ITSM), enterprise/asset management, and proficiency in utilizing ServiceNow the selected candidate 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 will include:

- Supervise and mentor a team of IT support staff, ensuring high-quality service delivery and timely issue resolution.
- Implement and optimize IT Service Management processes using ServiceNow, with a focus on incident management and asset management.
- Oversee the enterprise/asset management lifecycle, ensuring accurate tracking, documentation, and optimization of IT resources.
- Collaborate with cross-functional teams to streamline IT workflows and improve end-user experiences.
- Provide technical expertise and support for complex IT issues, acting as an escalation point for the help desk team.
- Continuously assess and improve ITSM processes, with specific attention to incident and asset management, to align with industry best practices and organizational goals.
- Develop and deliver training programs to enhance the technical skills of the help desk team.
- Monitor and report on key performance indicators (KPIs) related to incident and asset management, measuring, and improving service desk performance.
- Maintain documentation for IT processes, procedures, and troubleshooting guides related to incident and asset management.

The selected candidate should have:

- Proven experience as an IT Help Desk Supervisor or in a similar leadership role.
- Strong expertise in IT Service Management principles and practices, with a focus on incident and asset management.
- Hands-on experience with ServiceNow, including customization.
- Excellent communication and interpersonal skills with the ability to work collaboratively across departments.
- Solid understanding of ITIL framework and its application in a support environment. ITIL Certification is a plus.

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

- Provide support for: - Windows, Apple and Android platforms and associated tools and applications. - Serve as Direct Supervisor to the team of technical support specialists, including training, coaching, scheduling, and performance management. - Identify professional development needs to stay current and advance the team’s skills and knowledge individually and collectively. - Implement IT Service Management (ITSM) and IT Infrastructure Library (ITIL) practices to the Service Desk team. - Working knowledge of Service Now - Working knowledge of cellular communication technologies - Excellent written and verbal communication skills - Ability to multitask and perform in a high-paced/high-pressure environment. - Ability to work independently or within a group to solve complex problems. - Ability to communicate with different levels of the organization. - Strong team player with service-oriented attitude and customer focus.

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 generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

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.