Director of BIT Service Desk

Job DescriptionThe 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 6,000 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 Protections (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, Office365, 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 (1) 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 Office365 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 Agencys Information Technology Asset Management Inventory and maintain BITs 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.Qualifications1. 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.Additional InformationThe City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.