About the Office:
The Mayor’s Office of Criminal Justice (MOCJ) advises the Mayor of the City of New York on criminal justice policy. MOCJ develops and implements strategies, with partners inside and outside government, to reduce crime and incarceration and to promote fairness and legitimacy. MOCJ works with law enforcement, city agencies, non-profits, foundations, and others to implement data-driven strategies that address current crime conditions, prevent offending, and build the strong neighborhoods that ensure enduring safety.

About the Role:
The Mayor’s Office of Criminal Justice (MOCJ) is hiring for an IT Service Director (ITSD). The ITSD oversees IT services' management and technical support, ensuring they meet quality standards and business goals. In this role, you will manage issues and incidents, oversee the IT staff, ensure smooth change implementation, and cultivate good connections with stakeholders.

Job Responsibilities include, but are not limited to:
- Oversee IT services to ensure they are provided effectively ensuring efficient service delivery and customer satisfaction. Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
- Problem and incident resolution, root cause analysis, develop proactive/preventive measures.
- Change Management, create and carry out change management strategies for IT services.
- Stakeholder Communication
- Monitor and analyze service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
- Provide IT Service Delivery reports – Incident, Service Request and Problem Management.
- Provide 2nd and 3rd level technical support of IT infrastructure consisting of MS Windows Servers, Microsoft Active Directory/Azure AD, Cloud Computing, Cisco Switches, Wireless Access, VPN and end user computing.
- Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
- Fostering a customer-centric culture within the service team, emphasizing empathy, professionalism and effective problem-solving.

PLEASE SUBMIT YOUR RESUME AND COVER LETTER

RESEARCH PROJECTS COOR(MA)-MGR - 0527A

1. Do you have a baccalaureate degree from an accredited college or university?

2. Do you have an associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities?

3. Do you have a four-year high school diploma, or its educational equivalent approved by a state's Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question "2" above?

4. Do you have a satisfactory combination of education and/or experience equivalent to that described in questions "1," "2," and/or "3" above?

- 3+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices. - Demonstrated success in customer service, handling complaints and developing processes and procedures - Proficiency in customer relationship management tools and software for tracking and monitoring service performance. - Proficiency supporting and implementing Microsoft Technology such as MS Active Directory, Microsoft Windows Servers and Desktop Operating Systems, MS Dynamics - Proficiency support and implementing Azure and AWS Cloud Based solutions, SaaS, IaaS, PaaS etc. - Proficiency supporting and implementing Cisco Switching, Routing and Wireless technologies. - Exposure and familiarity with CRMs such as Salesforce, MS Dynamics, Peoplesoft EES, CityTime . - Detail-oriented with a high level of accuracy in data analysis and reporting. - Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges. - A commitment to delivering outstanding customer service and a passion for exceeding customer expectations. - Familiarity with service management frameworks such as ITIL or Six Sigma. - Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment. - Excellent leadership and people management skills.

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.