Vacancy expired!
Job Information
Job Title: Lead Service Desk Salary Range: Min: $106,305 Mid:$141,380 Max: $176,725 Hay Points: 805 Dept/Div: IT/Office of IT, Infrastructure & Operations Supervisor: Director, Service Desk Operations Location: 2 Broadway and other locations as required Hours of Work: 9:00 AM -5:30 PM (7.5 hours/day) or as required Deadline: Open Until Filled 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 This position is responsible for daily operations at the MTA IT Service Desk at two (2) locations.The ITSD provides remote IT enterprise support on a 24x7x365 basis, to internal clients from all seven (7) MTA agencies, including Headquarters, New York City Transit, Long Island Railroad, Metro North Railroad, Construction & Design, Buses and Bridges & Tunnels. The Lead Service Desk will provide staffing and direction, including assisting with ensurin gover 30,000 clients reporting IT-related issues, are able to return to their core responsibilities with minimal down time and disruption. Responsibilities- Monitor and maintain daily operations of MTA IT Service Desk serving all MTA agencies' clients.
- Provide management oversight of daily operations , leadership, direction and guidance to the team.
- Perform real-time monitoring of service levels to ensure performance targets are achieved.
- Oversee first contact resolution, monitoring agent performance for quality assurance, including calls, incidents and requests.
- Maintain workforce management, review call monitoring results, establish analyst regular daily and holiday work schedules and s hift coverage.
- Identify analyst training needs and report on call and activities performance on a daily, weekly, and monthly basis.
- Collaborate with teams and ltesting of new tools, enhancements and upgrades including ServiceNow, ACD/IVR etc.
- Establish relationships to assist with incident, problem and change management, corresponding analysis, and planning and control, that will maximize the availability of IT systems to clients.
- Assist in the administration of and reporting on call handling and self-service to ensure the timely resolution of incidents.
- Create and ensure knowledge base content including Help Files is obtained, created and kept current, allowing for faster and thorough resolutions by analysts.
- Motivate, manage, train, coach and mentor supervisors and analysts, to deliver excellent customer service and exceed client expectations.
- Interface with other unit managers to collaborate, resolve escalated inquiries, issues, fulfill requests etc.
- Interact and communicate with all levels of management organization wide.
- Apply best practices, enhance existing and establish new processes, analyze and develop strategies to achieve continuous service and process improvements.
- Communicate clear and concise processes and procedures to the team.
- Create, review and analyze reports in order to report on and improve metrics/key performance indicators.
- Multi-task in a fast-paced demanding environment with competing priorities.
- Assist in team recruitment .
- Ability to analyze the technical performance and reliability of products, systems, and services against identified industry standards and best practices.
- Ability to multi-task with multiple projects/tasks, while overseeing and monitoring statistics for client calls, self-service incidents and requests
- Possess in-depth experience and technical skills in supervising/managing functional capabilities of service desk software tools, including ACD, IVR and various ITSMs, preferably Genesys Cloud and ServiceNow, and related tools
- Highly skilled in managing personal computers, peripherals, mobile devices and applications usage and support is strongly desired.
- Clear and concise written and verbal communications skills
- Demonstrated leadership skills
- Versatile and strong collaboration skills
- Familiarity with ITIL practices
- A Bachelor's degree from an accredited college in Computer Science, Business Administration, Engineering, Finance, or Information Services (or the equivalent of education and progressive responsible experience)
- A minimum of 10 years of Information Technology experience with at least 4 years of progressive IT managerial experience or leadership experience.
- In-depth experience in supervising or managing an enterprise IT Service Desk, providing enterprise-wide full remote 24x7x365 IT desktop, application and mobile device support in a fast-paced environment is preferred.
- Experience in reviewing, processing and updating IT knowledge base content, including Help Files is preferred.
Vacancy expired!