Deputy Director of Parks ITT Service Desk

*ONLY OPEN TO CURRENT FULL-TIME ANNUALLY PAID PARKS EMPLOYEES*

*This vacancy is only open to 1) current permanent Parks employees serving in the Certified IT Administrator (LAN/WAN) civil service title or 2) on leave from the title or 3) permanent Parks employees in or on leave from a comparable title.

Major Responsibilities

- Under the direction of the Director of ITT Customer Engagement, with latitude for independent initiative and judgment, serve as both a leader and a hands-on contributor for Parks ITT Service Desk, driving continuous improvement, operational efficiency, and customer satisfaction.
- Manage and oversee the daily operations of the ITT Service Desk call center. Lead a team of service desk agents - ensuring timely and accurate handling of user inquiries, professional and customer-focused technical support, while maintaining high customer satisfaction levels.
- Function as contingent Service Desk staff during peak demand or staff shortages.
- Serve as a technical resource in the diagnosis and correction of computer, software, telephone, printer, and peripheral hardware problems.
- Serve as a point of escalation to address customer concerns and prioritize workflow when appropriate among the service desk agents. Ensure effective communication during outages.
- Diagnose trends using ServiceNow incident data to identify recurring issues and recommend problem records.
- Oversee phone line availability, call queue flow, and ticket assignment within ServiceNow ITSM and Cisco Finesse.
- Ensure incidents, requests, and outages are accurately logged, categorized, prioritized, and routed using ServiceNow workflows.
- Manage the full incident trajectory in ServiceNow from intake through resolution or escalation.
- Lead major incident coordination, ensuring timely escalation and stakeholder notification.
- Perform advanced ServiceNow ITSM administration and reporting.
- Create and develop scripts to be used by call center agents. Implement customer service best practices to improve user experience and satisfaction.
- Contribute to and maintain ServiceNow Knowledge Base (KB) articles and self-service resources.
- Conduct regular performance reviews and provide constructive feedback to service desk agents. Mentor, coach, and develop staff to improve skills and performance.
- Analyze support trends to recommend automation, process enhancements, and training.
- Collaborate with other ITT teams to streamline support processes, improve service delivery, and foster a supportive, solutions-oriented environment.
- Implement and enforce ITIL-aligned processes within ServiceNow (Incident, Request, Knowledge, Problem).
- Serve as Xerox EPM Liaison.
- Liaise with other city agencies and vendors providing support contracts, particularly (but not limited to) OTI and NYC Cyber Command.

Work Location: Arsenal West, Manhattan

How to Apply: Go to cityjobs.nyc.gov and search for Job ID# 774798.

All applicants must apply via cityjobs.nyc.gov. The City is no longer using ESS to accept applications.

*Current Employees please include your ERN on your cover letter and resume.

NOTE: All resumes must be received no later than the last day of the posting period. References will be required upon request.

nyc.gov/parks

MOVEMENT IN THE FACE OF CIVIL SERVICE LISTS IS PROHIBITED UNDER CIVIL SERVICE LAW.

For information about applying for Civil Service Exams go to: Civil Service Exams - Department of Citywide Administrative Services (nyc.gov)

CERTIFIED IT ADMINISTRATOR (LA - 13652