Associate Director, Service Desk Operations

Associate Director, Service Desk Operations

The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide, from planning and release of agency solicitations to payment of vendors. Annually, agencies procure billions in products and services from a diverse pool of vendors that represent various industries. MOCS therefore aims to ensure that the procurement process remains fair, transparent, efficient, and cost-effective. MOCS makes it easier to do business through use of end-to-end technology tools, increases transparency by publication of enriched data and hosting public hearings, and strengthens procurement operations by providing direct assistance and resources to all stakeholders. MOCS also partners with agencies and vendors to identify areas for policy reform, resulting in ongoing process improvement to reduce administrative burdens and increase the positive impact of services on communities. The MOCS Director serves as the City Chief Procurement Officer. The Service Desk Operations (SDO) Associate Directors align daily operations to the agency's strategic priorities, engage in planning, and drive performance using well-defined success metrics, along with effective people and project management strategies. SDO Associate Directors, along with the front-line managers / Assistant Directors, are responsible for both supervising and implementing tasks within or across different areas of responsibilities, while ensuring adequate support and solutions is carried out for all matters relating to NYC Procurement, Contracting, Invoicing and Payments within our procurement system (PASSPort) and are accountable for the success of an assigned unit. All SDO managers are expected to deliver timely and quality work products and services, participate in ongoing improvement activities, and proactively deepen their knowledge of procurement and government operations. Managers must serve as principal ambassadors for the unit and are expected to handle confidential matters, promote established priorities, deescalate conflict, and proactively escalate issues along with proposed solutions. Note : This position requires the ability to be flexible with work schedule to ensure coverage is available between the Service Desk hours of 8 : 00am-5 : 30pm and / or for overtime availability (only when necessary). Set hours for this position, will be 9 : 30am to 5 : 30pm.

The Service Desk Operations (SDO) unit is part of a central services and support group within the Technology Division at MOCS. The team is responsible for ensuring that city stakeholders receive the most accurate and current information when troubleshooting and responding to incoming inquiries, as the front-line for technical support for users of the city's procurement technology platform, called PASSPort. Working via our ticketing system, Service Desk staff aims to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, while documenting and partnering with other units to resolve any issues. Service Desk's support inhibits task completion and the overall success of critical initiatives, services and programs throughout the city. The SDO Associate Director, under the direct supervision of the Tech Division's Deputy Director, will be responsible for managing a large team of staff members ensuring protocols that are in place are followed, and the development of staff within the unit, in areas of NYC Contracting, Procurement, Awards and Solicitations. In close partnership with our Procurement Operations Division, the Associate Director will ensure best practices and procedures are followed and aligns with the PPB (Procurement Policy Board) Rules, MOCS and the city's needs, while maintaining a collaborative environment for all peers. With a certain level of independence, the Associate Director will also be tasked with identify when issues should be escalated, ensuring proper channels and established protocols are being followed.

Associate Director's responsibilities include but are not limited to :

• Training and onboarding of assigned staff to ensure all can provide quality and accurate support and customer service on all things related to procurement, solicitations, awards and contracting, especially in correlation with our PASSPort procurement system.
• Being self-sufficient and resourceful in personal development and expertise in all aspects of contract processing and procurement, including Sourcing Projects, Awards, Amendments, Negotiated Acquisitions, Contract Registration, as well as the city's contracting and procurement platforms (i.e., PASSPort).
• Supervise SDO Assistant Directors in the areas of contracting and procurement, helping them set goals for team members where needed, while being a reliable resource and escalation point for any technical or procedural complications.
• Work with SDO Assistant Directors to evaluate performance and provide constructive feedback as part of development plan, while being able to identify learning gaps vs. areas that may need disciplinary action for team members.
• Strengthen staff knowledge of the procurement life cycle and the unique issues at each stage, on an on-going basis, while troubleshooting issues by utilizing materials, research, creative thinking, and problem-solving skills.
• Lead daily team and ticket related activities, including ticket management and escalations.
• Provide direct support and assistance to Tech / SDO Deputy Director, ensuring tech issues are escalated timely with accurate information and / or delegated as needed, for prioritization.
• Communicate, coordinate and adjust accordingly, while working in unison with fellow SDO Associate Director, when items are pressing, or coverage is needed.
• Stepping in for Deputy Director or fellow Associate Director when needed, including attending or presenting at meetings, providing supervision for colleague's direct reports and scheduled coverage if there's little to no SDO leadership available.
• Quickly execute, analyze, and manage extracts, reports and details related to ticket data, including escalations and unresolved issues, with the ability to report out to senior leaders and legal colleagues in urgent situations that require rapid turnaround times, with professionally laid out and accurate details requiring minimal oversight.
• Communicate with stakeholders using various platforms including email, MOCS ticketing systems, phone and screensharing which at times, may include integrating oneself in handling a load of tickets, when extra support is needed.
• Lead and host team meetings, with the ability to be articulate, track notes and action items, with consistent follow-through.
• Conducting Quality Assurance for user interaction and categorical data in designated client services ticketing platform, e.g. JIRA, while contributing to the development of templates, guides, and documentation that will help improve efficiency.
• Participate in occasional engagements with stakeholders for external events throughout the five boroughs.

Demonstrate competency and history of consistent quality performance in the following areas of responsibility :