The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self-sufficiency as quickly as possible.

Information Technology Services (ITS) is DSS’s technology services organization. ITS mission is to support the daily, emergent, and long-term needs of both agencies. ITS creates and enhances the technology infrastructure and computer applications that support HRA and DHS and develops applications, including a variety of client eligibility and recertification systems, case management systems, housing systems, employment/work engagement services, revenue producing computer matches, claiming systems, and personnel systems.

Information Technology Services (ITS)/Office of IT Service Management/Service Operations is recruiting for one (1) Computer Systems Manager M-IV, to function as an Assistant Deputy Commissioner, Service Operations, who will:

• Escalate critical outages and issues to upper management when input and support is needed to address high risk issues; and perform special projects and initiatives as assigned.

• Communicate and coordinate with all stakeholders to achieve Agency business goals. Attend meetings with stakeholders to develop plans and long-range strategy.

• Drive the technology strategy for tools and capabilities around the service desk, inclusive of self-help automation.

• Develop, mature and report on all metrics and data points related to services from the service desk and the quality of user experience.

• Ensure appropriate processes are in place and executed to drive collaboration and alignment within the team and with the broader IT organization. Mentor and lead the organization to

develop accountability. Evaluate the work performance of any subordinates and establish controls for the implementation of training and staff development.

• Create and sustain a work environment that drives employee engagement and enables business success.

1. A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or

2. A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

3. A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

4. A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above.

In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in "1" above.

• Use of ServiceNow preferred or other IT Service Management platforms.

• ITIL V3 Practitioner or Foundation certification.

• Strong leadership skills with the ability to oversee the delivery of key initiatives that align to organizational IT and business goals.

• Strong administration, presentation, organizational and customer service skills.

• Excellent communication, facilitation and listening skills, the ability to chair and lead outage or project meetings.

• The ability to work in collaboration with various teams on setting the proper Help Desk scripts necessary to handle Incidents or Requests.

• 10 years’ experience in demonstrated proven methods in implementing operational improvements in an IT Service Desk and Help Desk.

• 5+ years of management or leadership experience including people and budget responsibility.

• 5+ years’ experience in a Work Force Management tool.

• Proven ability on leveraging Customer Service Satisfaction surveys to improve Help Desk performance.

• Experience in automation and self-service capabilities through the use of a Service Catalog.

• Experience in building a Knowledgebase.

• 5+ years’ experience in dealing with Unions and OLR rules.

APPLICANTS MUST BE PERMANENT IN THE COMPUTER SYSTEMS MANAGER CIVIL SERVICE TITLE OR BE PERMANENT IN A COMPARABLE TITLE ELIGIBLE FOR 6.1.9 TITLE CHANGE.

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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.

Monday-Friday 9 AM-5 PM

New York City Residency is not required for this position