Manager, IT Service Desk

Description

Position at MTA Headquarters

JOB TITLE:

Manager, IT Service Desk

SALARY RANGE:

$160,963 - $189,990

DEPT/DIV:

Information Technology

SUPERVISOR:

Director, IT Service Desk

LOCATION:

2 Broadway, New York, NY 10004

HOURS OF WORK:

9:00 am - 5:30 pm (7.5 hours/day) or as required

This position is eligible for teleworking, which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

Opening:

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation's largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Job Summary:

This role is responsible for overseeing the organization's IT support services. This role manages the IT Service Desk staff, ensuring that support is provided efficiently with high levels of customer satisfaction. This role records and, when possible, resolves technical issues relating to customers' software, hardware, applications, and IT systems. This role is also responsible for tracking requests in the service management system and escalating queries when additional support is needed. They actively maintain a thorough knowledge base for all inquiries and resolutions.

Responsibilities:

• Oversees rigorous quality assurance processes to deliver reliability, performance, and safety objectives
• Oversees staff workload and quality of work, addressing performance issues when needed.
• Oversees incoming IT service requests from users across the organization.
• Diagnoses and resolves technical issues related to customers' software, hardware, networking, and IT systems.
• Develops processes to track user requests, ensuring incidents are resolved in a timely manner and escalated when necessary.
• Oversees the documentation of incidents and the resolution approach.
• Maintains a knowledge base to improve resolution time.
• Measures and implements improvements to verify that users are satisfied with support services, following up with users if necessary.
• Reports on SLAs for resolver groups to ensure timely completion of incidents.
• Provides support for MS Office software and applications.
• Manages line supervisors of IT service desk operations.
• Performs other duties as assigned
• Complies with all policies and standards
• May be required to work hours outside regular work hours, as applicable
• Observes the work performed by contractors, as applicable
• Reviews invoices and approves them if the work meets contractual standards, as applicable
• Addresses performance issues with the contractor when possible, as applicable
• Escalates issues to other parties when needed, as applicable

Required Qualifications:

• Bachelor's Degree in Arts/Sciences (BA/BS) Bachelor's degree. A combination of education and experience may be considered in lieu of a degree.
• Minimum of 5 plus years of relevant technology experience.
• Demonstrated leadership ability.
• Demonstrated ability to inspire, motivate, and empower people to achieve organizational goals.
• Collaboration skills to ensure design specifications are seamlessly implemented by the development team

Technical Skills:

• Expert experience with computer hardware and software.
• Expert ability to teach others how to interact with computer systems.
• Strong understanding of computer hardware components, including motherboards, processors, RAM, and hard drives, and the ability to replace faulty parts.
• Strong understanding of customer operating systems, specifically Windows - including installation, configuration, maintenance, and troubleshooting.
• Strong familiarity with office software suites like Microsoft Office tools.
• Strong ability to troubleshoot issues with software installations and usage.
• Strong experience with help desk systems for tracking requests, incidents, and resolutions.
• Ability to provide support remotely using tools like remote desktop.
• Ability to troubleshoot connectivity issues and set up network devices such as routers and switches.
• Knowledge of mobile operating systems such as iOS and Android, and the ability to troubleshoot issues with smartphones.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, VPNS, and wireless technology.
• Understanding of security best practices, including the use of firewalls and regular updates.
• Knowledge of data backup methods and software.
• Familiarity with Active Directory for managing user accounts, permissions, and groups.
• Basic knowledge of virtualization technologies.
• Knowledge of new technologies in the field.

Leadership Skills:

• Expert leadership in leading change by developing inter/intra team communication and cohesiveness; sustainment of culture and supporting staff during organizational growth/changes.
• Expert leadership in leading people by working with staff to develop systems to ensure consistent, high-quality project management discipline for all technology-related initiatives and endeavors.
• Expert leadership in driving results by meeting organizational goals and customer expectations, and making decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.
• Expert leadership in business acumen by providing direction on evaluation, selection, implementation, and maintenance of information systems, ensuring appropriate investment in strategic and operational systems.
• Expert leadership in building coalitions by internally and externally building partnerships with key stakeholders to help achieve the MTA's mission or common goals through influence or negotiations.

Behavioral Skills:

• Demonstrated ability to lead teams, provide coaching, and direct feedback.
• Expert in active listening, attention to detail, customer service, prioritization, and problem-solving skills.
• Expert in working independently and strategically.
• Expert in identifying and analyzing risks and developing effective mitigation strategies.
• Expert technical knowledge and diverse skillset to understand various technologies, systems, and potential risks.
• Expert in critical thinking, problem-solving, and decision-making skills.
• Expert in interpersonal, verbal, and written communication skills, with the ability to effectively collaborate with both technical and non-technical peers.
• Expert in managing multiple projects simultaneously and prioritizing tasks based on urgency and impact.
• Extensive hands-on experience with related tools.
• Expert experience with working under pressure and meeting deadlines individually and collaboratively. Thinks logically, assesses problems, and is results-oriented.
• Expert in identifying complex business and technology risks and associated vulnerabilities.
• Expert in communicating effectively, both orally and in writing, to interact with team members, customers, management, and support personnel (technical and non-technical).
• Expert in establishing and maintaining effective working relationships with employees at all levels within the organization and with both internal and external customers.

Competencies:

Core Competency

Proficiency Level

Competency Definition

Cultivates Innovation

Expert

Creating new and better ways for the organization to be successful

Customer Focus

Expert

Building strong customer relationships and delivering customer-centric solutions

Communicates Effectively

Expert

Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

Tech Savvy

Expert

Anticipating and adopting innovations in business-building digital and technology applications

Technical Skills

Expert

Specialized knowledge and expertise on tools, programs, domains, platforms, and products used for specific tasks

Values Diversity

Expert

Recognizing the value that different perspectives and cultures bring to an organization

Other Information:

May need to work outside of normal work hours (i.e., evenings and weekends).

Travel may be required to other MTA locations or other external sites.

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission").

Equal Employment Opportunity:

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.