Position Summary:
The New York County District Attorney's Office (DANY) is seeking to hire a Deputy Director for its IT Computer Service Center in its Information Technology Department. Reporting to the Director of IT, the Deputy Director will coordinate the daily operations for the IT Help Desk. Activities will include incident management, problem management, release management, and change management.

Responsibilities include but are not limited to:

• Enhance the customer experience by promoting the Service Desk as the single point of contact (SPOC) for all IT issues, assuming ownership of both incident and request lifecycles from initiation to resolution/ fulfillment.
• Work to consistently improve the customer experience throughout the entire lifecycle of a request or incident. 
• Lead incident and problem management activities.
• Optimize the organization of the IT Helpdesk to balance the operational load with special projects as they arise.
• Provide process oversight of the request management function, ensure that service catalog is maintained, and define specific metrics and KPIs to measure the performance of Service Desk.
• Implement best practices for all Service Desk functions through pragmatic adaption of ITIL and Service Management methodologies.
• Create and enforce processes to track and document Service Desk requests and incidents. 
• Create and enforce processes to track operational issues, outages, escalations, and changes. 
• Work closely with different IT functions to streamline Service delivery.
• Manage the overall performance of Service Desk services to customers. 
• Ensure customer expectations are met or exceeded.
• Review survey feedback to improve services, and ensure staff are meeting defined metrics.
• Document, develop, and mature policies and procedures. 
• Manage and coordinate urgent and complicated support issues. 
• Act as escalation point for requests and incidents. 
• Facilitate the onboarding of additional Agencies Service Desks.
• Provide service desk reports showing stats, activities, trends and needs.
• Act as a liaison between technology groups and end users. 
• Work under the direction of the Director of IT and Systems to ensure successful implementation of IT projects and activities.
• Perform related tasks and assignments as required.

Qualifications:

• Minimum of 12 years in an IT Help Desk role with seven (7) years in a leadership role. 
• Demonstrated experience with implementing and following ITIL processes. 
• Previous experience implementing a technical training program and implementing solutions proven to increase first call resolution rates. 
• Experience managing a team that utilizes remote support tools. 
• Experience developing a defined methodology surrounding departmental policies, processes, and procedures. 
• Ability to be on call and work off hours. 
• Excellent interpersonal, organizational, and written and verbal communication skills required.
• Must be a self-starter with the ability to work independently and manage multiple long-term projects with strong attention to detail and high concern for data accuracy.
• Ability to interact with all levels of staff, with a high regard for confidentiality and diplomacy.
• Ability to work efficiently to meet deadlines.
• Dependable team player who works collaboratively and cooperatively with staff in a team-oriented environment.
• Ability to multi-task in a fast-paced environment, prioritize among competing needs, and respond quickly to requests for information.
• Ability to follow directions and apply proper policies, procedures, and guidelines.
• Resourcefulness, initiative, and good judgment essential.

Educational Requirements:

• Bachelor’s degree required; in information technology, computer science/engineering, or a closely-related field preferred. 

Preferred Requirements:

• ITIL Certification strongly preferred. 
• Experience working in legal environments such as law firms or court systems a plus. 

Additional Information:

• Pursuant to the Mayor’s Executive Order 75, as of August 2, 2021, all newly hired employees must be vaccinated against the COVID-19 virus, unless they have been granted a reasonable accommodation for religion or disability. If you are offered employment with DANY, this requirement must be met by your date of hire, unless a reasonable accommodation for exemption is received and approved at the time of your on-boarding process.