Job Details

ID #44771738
State New York
City New york city
Job type Permanent
Salary TBD
Source MTA New York City Transit
Showed 2022-08-11
Date 2022-08-10
Deadline 2022-10-09
Category Et cetera
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Director, Office IT Infrastructure Desktop Management

New York, New york city, 10004 New york city USA
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Job Information

Job Title: Director, Office IT Infrastructure Desktop Management

Salary Range: Min.: $115,115 Mid.: $153,486.50 Max.: $191,858

Hay Point: 924

Dept/Div: Information Technology/IT Infrastructure/Operations

Supervisor: Deputy Chief, IT Client Support

Location: 2 Broadway and other locations as required

Hours of Work: 9:00 AM -5:30 PM (7.5 hours/day) or as required

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

The Director of IT Infrastructure Desktop Management position is responsible for directing five managers and seventy-five Desktop/Field technicians to provide infrastructure and operation services to the 70,000+ MTA staff across all the MTA agencies 24/7/365. The position will establish/leverage best-practice service management processes to ensure availability, reliability, and adherence to MTA's service delivery standards. A successful candidate needs to be an outstanding problem-solver with a proven track-record developing IT staff (both union and non-union). Acts as a key point of contact for internal customers, defining business goals and measurements, building and maintaining strong relationships and measuring / monitoring performance to drive continuous improvement and customer satisfaction.

Responsibilities

Integrated Service Delivery
  • This position is responsible for developing and leading a large unit that provides significant services to the MTA staff across the agencies. The services provided by the individual units will be fully integrated into a Service Delivery organization led by this position. Leadership
  • The position will lead a Desktop/Field technicians' team that provides critical IT services directly to the MTA's IT user community for its area of responsibility. This includes processing new service requests, investigation and resolution of incidents and service outages that impact the agencies functions and their customers, in accordance with service level agreements (SLA) and operational level agreements (OLA) targets.

    Management and Oversight
  • Promote a culture that supports staff development and growth within the Desktop unit.
  • Manage the supervisory staff of the desktop/field technicians, including motivation, reviews, disciplining, overall performance, training, and advance the use of a knowledge repository.
  • Develop and enforce policy and procedures to ensure the expected service delivery results.
  • Work collaboratively with the senior management team to identify opportunities to enhance service delivery.
  • Utilizing analytics and dashboards, assess IT's Service Delivery performance by identifying and defining weekly, monthly, and annual performance targets.
  • Effectively and proactively manage business expectations as it relates to IT service delivery.

    Service Delivery
  • The position provides leadership, direction and sets the vision for managing services in its area of responsibility.
  • The position will be required to provide expert advice on service delivery issues, planning, execution, coaching, and creating best practice service delivery goals, standards, and measurements of success for the Desktop team
  • Implement service delivery processes that focus on how technology, strategies for the management of incidents, efficient streamline processes, and analysis of persistent problems can improve the quality of services for the desktop team.
  • Design, execute and deliver strategies to improve business outcomes. Expand the breadth of services that the field force can perform.
  • Create and prepare reports on tread analysis, key-service metrics, and dashboards to help measure Desktop productivity, effectiveness, customer service levels, and worker performance.
Human Resources
  • Attract, develop, coach, and retain high-performance team members, in addition to empowering them to elevate their level of responsibility, their span of control, and performance.
  • Communicate job expectations: planning, monitoring, and appraising job results: coaching and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures staff.
Qualifications

  • Successful track record in IT to meet the current and future needs of a complex transportation organization
  • Thorough understanding of ITIL/ITSM processes with knowledge of the various ITSM stages, including but not limited to: Incident, Problem, Change, Configuration, Knowledge, Release, Service Catalogue, Availability, Deployment Management, , Continuous Improvement, and Service Reporting and KPIs
  • Must have proven practical problem solving, decision making, critical thinking, leadership, and analytical skills
  • Experience with ServiceNow modules including Incident, Service Request, Change, Problem, Knowledge Management, and reports
  • Exceptional verbal/written presentation, leadership, and communication skills
  • Advance organizational skills with the ability to create, redesign and integrate complex corporate systems
  • Financial/budgeting planning and management experience
  • Ability to fit in with the content shifting needs and demands of the business departments
  • Knowledge of industry treads related to Desktop and transportation information systems.
  • Must be innovative and dedicated to providing high-quality service.
  • Must be public relations oriented and have excellent people management skills: selecting, motivating, and developing personnel. Ability to communicate effectively with all levels of management
  • Must have the ability to manage multiple responsibilities simultaneously and anticipate future needs.
  • Demonstrate an understanding and ability to effectively and consistently administer corporate policies and procedures
  • Experience navigating through the politics of a large multi-tiered, multi-agency public sector organization
  • Strong technical background in full ITIL service delivery stack including standard endpoints (PCs, Macs, Android, iOS).
  • Multi-disciplined IT background on systems, storage, networks, Intune/SCCM, Active Directory, and security; able to translate IT requirements to senior management
  • Ability to work as a team player with team, stakeholders, and peers to establish goals, objectives, and action plans
  • Demonstrate progressive experience in the management of a technical support team.
  • Must have strong project management skills
  • Manage 24/7/365 support environment which requires to be on call by schedule
  • Valid 'driver's license is required.
Education and Experience

A 'Bachelor's degree in Computer Science, Business Administration, Engineering, Finance, Information Services (or the equivalent of education and progressive, responsible experience) plus a minimum of 12 years of Information Technology experience with at least 6 years of progressive IT managerial experience.

Other Information

As an employee of MTA you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $101,379 (this figure is subject to change) per year or if the position is designated as a policy maker.

How To Apply

Qualified applicants can submit an online application by clicking on the 'APPLY NOW' button from either the CAREERS page or from the JOB DESCRIPTION page.

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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.

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