Vacancy expired!
Job Information
Job Title: Supervisor- Service Desk Salary Range: Step 1 - $83,722.03 Step 7 - $119,602.89 Dept/Div.: MTA Information Technology/Office of IT Product Management Supervisor: Lead Service Desk Location: 2 Broadway Hours of Work: 9:00AM - 5:30PM (7.5 hours/day) Deadline: Open until filled This position is represented by the Transportation Communications Union (TCU) In order to protect our employees and continue to provide safe and reliable service to our communities, as of November 14, 2021 we are requiring all new MTA hires to be fully vaccinated against COVID-19 prior to their start date. MTA will consider exceptions for religious and medical reasons, where appropriate. "Fully vaccinated" means you must have both doses of a 2-dose vaccine and two weeks have elapsed since the second dose or have received 1 dose of a 1-dose vaccine and two weeks have elapsed since the dose. Proof of your vaccination status in the form of a CDC vaccine card must be submitted prior to your start date. Summary Playing a vital role in the economy of New York State and Connecticut, the Metropolitan Transportation Authority (MTA), consists of the busiest commuter railroad, subway and bus systems in the nation, with an annual ridership of over 2.6 billion. The MTA is comprised of MTA Headquarters/Police and the following MTA Agencies: Long Island Railroad, Metro-North Railroad, NYC Transit, Bus, Bridges and Tunnels, and Capital Construction. This position is in the Finance & Administration Division of the MTA Headquarters Information Technology (IT) Department. Responsibilities- Establish all daily work schedules and monitor the orderly workflow of all staff.
- Supervise subordinate training, education and performance of Service Desk technical staff.
- Supervise, control and monitor IT service requests and follow up with IT managers on status to ensure clients are being provided timely service.
- Monitor operational systems for service interrupts and coordinate problem resolution with the appropriate resolver groups.
- Supervise and handle calls for assistance and report on progress/status of problem resolution; and monitor progress to ensure problem and/or change is successfully addressed.
- Supervise, monitor and follow-up on problem assignments/resolutions to ensure adherence to Service Level Agreements (SLA) to ensure clients are being serviced as agreed to, and timely.
- Supervise and follow up on extended/outstanding problems for status from all areas of IT; update problem report and escalate to ensure a timely resolution.
- Provide problem resolution assistance, direction, support, and training to Service Desk Technicians as required in the performance of duties.
- Supervise, develop and maintain Service Desk controls, documentation, operating procedures, standards, etc., and work as directed.
- Administer and monitor Genesys Cloud ACD/IVR.
- Create queries, reports, monitor team performance and productivity in ServiceNow.
- Recent experience, and strong knowledge in, supporting, installing, maintaining and troubleshooting desktop resources including, but
- not limited to operating system software, MS Office suite, commercial off the shelf software, mainframe, mid-range, desktops, laptops,
- mobile devices, tablets, multi-function printers, internet technologies, remote access solutions and all commonly used desktop
- peripherals.
- Ability to track, analyze and report on Service Desk ACD Performance goals.
- Familiarity with ITIL practices
- Must possess extensive knowledge and understanding of the MTA corporate and information systems environment, especially as it relates to critical 24x7 applications supporting MTA Operating Agencies.
- Must possess excellent problem analysis and resolution skills.
- Must possess a good working knowledge of PCs and peripheral devices, Windows OS, O365, Word, Excel, MS Outlook Email, and LAN/WAN network communications, IBM Smart cloud Service Desk software
- Must be highly skilled in personal computer usage including Microsoft O365 (Word, Excel, Power Point, Access, Visio, Project etc.).
- Must possess a good understanding of data processing technology and terminology.
- Must possess excellent oral/written communications skills with the ability to explain technical information in layman terms, excellent customer service orientation, human relations, and interpersonal skills.
- Must be flexible and able to work holidays, nights and weekend hours as required.
- Must be able to multi-task and prioritize effectively.
- Must demonstrate the ability to work effectively with all levels of company staff and management.
- Advanced experience with troubleshooting and supporting technical issues both remotely and on-site using standard MTA IT tools and techniques.
- Must possess strong planning, team building and leadership skills.
- Ability to learn and apply new technology efficiently and expediently.
- Ability to read and understand schematic diagrams, technical manuals and documentation such that supported equipment and software can be maintained with minimal training.
- Possess and demonstrate strong and effective analytical skills.
- Possess and demonstrate strong and effective people skills.
- Bachelor's degree in Computer Science, Information Technology or related discipline; or a minimum of 10 years' years demonstrated related work experience in a large multi-platform Information Services environment.
- Must possess a minimum of 7 years demonstrated related work experience in a large multi-platform Information Services environment maintaining and supporting a complex voice/data network environment.
Vacancy expired!