The Office of Technology and Innovation (OTI) oversees all Citywide technology, privacy, cybersecurity, infrastructure, and telecommunications to ensure the security of, and enhance, City operations and service delivery to New York City's residents, businesses, employees, and visitors. As the City's technology and innovation leader, OTI is responsible for operating, maintaining and securing IT infrastructure and systems that touch every aspect of City life from public safety to human services, from education to economic development crossing the full spectrum of governmental operations.

The successful candidate will serve as a Public Safety Technical Operations Center Lead reporting to the Public Safety division. Responsibilities will include: Act as Team Lead and point of contact for the other Technical Operations Center Analysts; provide telephone and email technical support on hardware, software, facilities, network, and telephony issues for NYPD, FDNY, DCAS and DoITT Public Safety staff; screen and process calls and maintain clear documentation by utilizing Public Safety Remedy; participate in Public Safety Service Desk management projects that enhance the quality and efficiency of services provided; administer, diagnose, and resolve basic desktop related issues; troubleshoot network connectivity issues; perform Citrix password and account management, provision account(s) access for new employees; prioritization, categorization and resolution of incidents, changes, requests and problems; monitor, track and coordination of Public Safety Technology Operations Center functions; ensure high levels of customer service quality and availability by working closely with Tier 2, Tier 3 and Vendor support groups; monitor Service Level Agreements (SLA’s) to ensure incident and problem resolution match business expectations and timeframes; update policies and procedures that outline how issues are identified, documented, assigned and corrected; identify problem areas, and create and deliver solutions to enhance quality of service and to prevent future problems; clearly document the event, action taken, and resolution for a Remedy record; monitor and update the status of various customer problems at any given time; ability to share knowledge regarding the evaluation and correction of technical problems with other Tier 2 & 3 Support professionals; capture data to be used by management regarding problem trends, resolution time, costs, or other metrics; contribute to escalated incident resolution by providing in-person, hands-on support when necessary; monitor incident trends and anticipate potential problems for proactive resolution; perform special projects and initiatives as assigned.

1. A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or

2. An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in "1" above; or

3. Education and/or experience equivalent to "1" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in "1" above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in "1" above.

The successful candidate should possess the following: 3-5 years’ experience working in a service desk environment proficient with the Microsoft Office suite knowledge of remote desktop access software utilized to troubleshoot issues remotely excellent verbal and written communication skills, problem solving, customer service, interpersonal and mentoring skills ability to multitask and perform in a high-paced/high pressure environment ability to work independently knowledge of Remedy or other Service Management tool a plus ability to clearly and concisely communicate technical information to non-technical users at all organizational levels excellent customer service skills and effective telephone etiquette excellent troubleshooting and analytical skills exceptional interpersonal skills, with a focus on listening and questioning solid relationship management and performance management skills ability to multitask and effectively prioritize and execute tasks in a high-pressure environment proven analytical and problem-solving abilities team-oriented and skilled in working within a collaborative environment able to investigate and research ability to present ideas in business-friendly and user-friendly language knowledge of monitoring software and auto-ticketing a plus knowledge of the ITIL framework with preference given to candidates with ITIL v3 or v4 certification flexibility to work different shifts and have on-call availability as needed and scheduled.

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 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.