IT Service Desk Manager

The mission of the New York City Police Department is to enhance the quality of life in New York City by working in partnership with the community to enforce the law, preserve peace, protect the people, reduce fear, and maintain order. The New York City Police Department strives to foster a safe and fair city through the strategic deployment of resources, focusing on both crime prevention and addressing quality-of-life concerns while building lasting community relationships. The Information Technology Bureau / Information Technology Services Division is seeking an Information Technology Security Specialist to oversee a 24/7 operational execution across the Customer Service Section (CSS), including the Tier 1/2 Service Desk, Field Technician Unit, Remote and Operations Unit. This role carries broad latitude for independent decision-making to direct end-user support, field remediation, and change control for enterprise-wide technology portfolios encompassing over 25,000 endpoints. Reporting directly to the Director of the Customer Service Section, the ideal candidate will manage service delivery across large-scale deployments -including Body Worn Camera (BWC) systems, mobile enterprise devices, high bandwidth network rollouts, special projects- technology refreshes, and managed print services- while ensuring operational efficiency and system integrity. The selected candidate will perform the following duties: - Lead and manage the day-to-day activities of the IT Service Desk team to meet established Service Level Agreements (SLAs) and deliver high levels of customer satisfaction. Ensure all end-user issues are properly logged, assigned, and resolved in a timely manner. - Oversee the dispatch process for service requests to ensure optimal utilization and productivity of technical resources. Monitor and manage the phone queue, participating directly in escalated calls and resolving high-priority complaints promptly. - Develop and mature ticket/phone escalation processes to ensure seamless communication and information flow across the organization. Oversee emergency communication workflows for system outages and critical IT activities. - Train, mentor, and evaluate the performance of Service Desk staff, fostering technical growth and aligning team capabilities with organizational standards. - Formulate service desk policies and procedures while identifying continuous improvement opportunities. Oversee the IT solutions repository to ensure high-quality technical documentation and self-service resources are available to staff. - Monitor IT infrastructure, troubleshoot complex system issues, and coordinate closely with Tier 2, Field Support, and other IT departments for swift issue resolution. - Prepare and present comprehensive performance reports to upper management, tracking key operational metrics, trends, and service delivery improvements. - Maintain a strong working knowledge of emerging technologies, systems, and software to modernize the IT services portfolio and maintain standard-setting support operations. TO APPLY: Click the ‘Apply’ button below, or visit: http://cityjobs.nyc.gov and search for JOB ID #806150 ADDITIONAL INFORMATION: In compliance with Federal Law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. The City of New York offers a comprehensive benefits package including health insurance for the employee and his or her spouse or domestic partner and un-emancipated children under age 26, union benefits such as dental and vision coverage, paid annual leave and sick leave, paid holidays, a pension, and optional savings and pre-tax programs such as Deferred Compensation, IRA, and a flexible spending account.