Helpdesk Manager
vor 2 Wochen
The New York City Department of Correction (DOC) is an integral part of the City's evolving criminal justice system, participating in reform initiatives and strategies aimed to move the City towards a smaller jail system without compromising public safety.
The DOC is responsible for maintaining a safe and secure environment for our employees, visitors, volunteers, and people in our custody.
Importantly, safe jails enable DOC to provide people in custody with the tools and opportunities they need to successfully re-enter their communities.
The DOC operates facilities and court commands across the five boroughs with more than 7,500 diverse professionals and knowledgeable experts.
The New York City Department of Correction Information Technology Department is seeking a candidate to serve as the Helpdesk Manager.
The incumbent will assist with the management and support of a 24 x 7 helpdesk in the NY metropolitan area, supervising a staff of eight helpdesk administrators.
The Help Desk Manager manages and evaluates the performance of the helpdesk team, ensuring timely and accurate customer service.
They recruit, train, and support help desk representatives and technicians.
They establish customer service standards, contribute to improving customer support, and provide feedback to internal teams.
Their role involves developing reports on team productivity and maintaining a problem-solving attitude to ensure high-quality technical support and enhance client satisfaction.
Responsibilities Include: Manage the help desk team and evaluate performanceEnsure customer service is timely and accurate on a daily basisRecruit, train and support help desk representatives and techniciansSet specific customer service standardsContribute to improving customer support by actively responding to queries and handling complaintsEstablish best practices through the entire technical support processFollow up with customers to identify areas of improvementDevelop daily, weekly, and monthly reports on help desk team's productivity Minimum Qualifications 1.
A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full-time computer operations experience, in a large-scale networked, multi-tiered, or mainframe computer environment, or two years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment; or
2.
A baccalaureate degree from an accredited college or university and three years of satisfactory full-time experience as described in "1" above; or
3.
A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience as described in "1" above; or
4.
A satisfactory combination of education and/or experience equivalent to "1", "2", or "3" above.
However, all candidates must have at least two years of full-time experience as described in "1" above.
Preferred Skills Five (5) years of progressively responsible full-time paid experience supervising or administering helpdesk operations.3-5 years of experience in a supervisory or management role involved with Windows/Linux operating systems.Knowledge and experience with Active Directory, Office 365, cell phones and mobile devices, and helpdesk ticketing systems. Additional Information The 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.
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Sydney, Österreich Tideri Jobbörse VollzeitThe New York City Department of Correction (DOC) is an integral part of the City's evolving criminal justice system, participating in reform initiatives and strategies aimed to move the City towards a smaller jail system without compromising public safety.The DOC is responsible for maintaining a safe and secure environment for our employees, visitors,...
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