Director of BIT Service Desk

The New York City Department of Environmental Protection (DEP) protects public health and the environment by supplying clean drinking water, collecting and treating wastewater, and reducing air, noise, and hazardous materials pollution.

DEP is the largest combined municipal water and wastewater utility in the country, with nearly 6, employees. We deliver 1.

1 billion gallons of high-quality drinking water per day to 8.5 million New York City residents and more than 1 million people in Upstate New York, and we collect and treat an average of 1.

3 billion gallons of wastewater per day.

The New York City Department of Environmental Protection’s (DEP) Bureau of Business Information Technology (BIT) is responsible for providing quality business, technical and IT system support to our users.

This commitment is realized through collaboration, strong relationships, and a unified vision with our partners at DEP in order to provide quality technological solutions to our business needs.

Providing these services allows us to ensure that DEP continues its tradition of delivering excellent service to the residents of New York City.

Under the direction of the Deputy Chief Information Officer, with wide latitude for independent action and judgment, the IT Service Management Specialist will perform difficult and responsible work in evaluating, designing, and implementing IT Service Management processes and tools.

This position will also supervise the work and activities of Junior, Mid-level, and Senior Service Technicians. Administering and delivering ongoing modern workplace tools and software with a basic understanding of areas in Intune / Azure / Azure AD, Office, Azure Virtual Desktop, Palo Alto VPN, PowerShell Scripting, SCCM, PowerApps, Flow, PowerBI to streamline BIT Desk and oversee solutions repository to ensure top quality solutions are available to aide Service Desk and operational staff.

Monitoring and administering call queues (participating in escalated calls as needed). Oversee process for communicating outage / emergency activities to the agency users by drafting detailed content of change / activities.

Oversee vendor relationships as it aligns with daily operational needs. Work closely with the Procurement / Budget Division to oversee and maintain all Information Technology Service Desk Contracts and purchases.

The New York City Department of Environmental Protection's Bureau of Business Information Technology (BIT) seeks to hire one IT Service Management Specialist who will report directly to the Deputy Information Officer.

Under minimal direction, the IT Service Management Specialist will be responsible for but are not limited to the tasks outlined below :

Administer, support, and upgrade all Service Desk-related tools / software deployments and relevant components in maintaining the infrastructure and applications.

Perform periodic annual updates to administer the Service Desk's day-to-day operations effectively. Serve as Subject Matter Expert (SME) for all Service Management tools, with an understanding of their architecture and functionality.

Understanding of Office Suite, Azure Virtual Desktop, and Nerdio Suite for managing Azure Virtual Desktop-related tasks FSLogic user profile troubleshooting, MS PowerApps, Flows, UiPath related Flows, Forms, Office Pro Plus Application, Azure Privileged Identity Management, Active Directory Group Policy, Windows Autopilot Policies, and Profile management, PowerBI / PowerBI reporting, Palo Alto VPN, Intune-Windows Auto Pilot, and Policies, etc.

Administer all Service Desk Operations and supervise the activities / work of Junior, Mid-level, and Senior Service Technicians.

Develop and maintain all technical and procedural documentation about enterprise mobile device configurations, technical support, processes, and procedures.

Administer Agency’s Information Technology Asset Management Inventory and maintain BIT’s CMDB for proper asset tracking of all hardware, software, and application.

Increase uptime and compliance by modifying the existing program for reporting Key Performance Indicators (KPI) for the Service Desk;

minimize risks by automating, writing, and documenting change management procedures within the footprints system.

Minimum Qualifications

• 1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;
• 2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;

3. Education and / or experience which is equivalent to "1" or "2" above.

Preferred Skills

• Minimum of five years of professional experience in an Information Technology Service Desk environment with a strong background in customer service.
• Minimum of two years of current work experience that demonstrates proficiency in leadership techniques and resource management.
• Excellence Written and Oral communication skills, -Hands-on experience with Microsoft, other computer software, hardware, and peripherals -Experience with computer security systems, password, and file protection protocols.
• Basic networking knowledge supporting desktop issues. -Experience with SQL server and basic systems administration. -Basic understanding of Office Suite, Azure, Azure Virtual Desktop, and Nerdio Suite for managing Azure Virtual Desktop-related tasks FSLogic user profile troubleshooting, MS PowerApps, Flows, UIPath related Flows, Forms, Office Pro Plus Application, Azure Privileged Identity Management, Active Directory Group Policy, Windows Autopilot Policies, profile management, PowerBI / PowerBI reporting, Palo Alto VPN, Intune-Windows Auto Pilot, and Policies, etc.
• Administer, maintain, support, and upgrade all Helpdesk-related tools / software deployments and relevant components involved in managing infrastructure for key Service Desk-related applications and periodically perform annual updates and provide appropriate support to effectively manage day-to-day helpdesk operations and servers as Subject Matter Expert (SME) for all the service Management tools, with a deep knowledge of their architecture and functionality.
• One year experience in Service Desk ticketing system, including but not limited to the following : Workflows, Creating tables, and fields, List / Form / Navigation Pane updates, and Service Catalog.
• Working knowledge of IT Service Management Processes, incident / problem and call tracking systems, tools and methodologies.
• Demonstrated ability to generate a meaningful analysis of Service Management data, asset tracking, CMDB, incident, problem, etc.
• Knowledge and use of relevant PC software applications, including Microsoft Office and Microsoft Visio, and skills to use them effectively.

55a Program

NOTE : This position is open to qualified persons with a disability who are eligible for the 55-a Program and also meet the education and experience requirements as listed in the job posting notice.

Please indicate on your resume or cover letter that you would like to be considered for the position under the 55-a Program.

This position is also open to non 55-a Program candidates who meet the education and experience requirements as listed in the job posting notice.

Public Service Loan Forgiveness

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 class "jobad-residencyRequirement">

Residency RequirementNew York City Residency is not required for this position.