*ONLY OPEN TO CURRENT FULL-TIME ANNUALLY PAID PARKS EMPLOYEES* 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# 779605. 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. *Posting period extended to 05/15/2026. Previous applicants to Job ID# 774798 are still under consideration and need not reapply. 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)
Minimum Qualifications: 1. 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.
Preferred Skills: 1. At least five years of IT Service Desk and ServiceNow experience, including at least three years in a supervisory or management role. 2. Strong leadership, communication, and customer service skills. 3. Problem-solving mindset with the ability to handle high-pressure situations. 4. Ability to effectively prioritize and execute tasks in a high-pressure environment. 5. Proficiency with the Parks network and applications, Microsoft Windows 10/11, Microsoft M365, Power Platform. 6. Demonstrated experience using ServiceNow as a primary ITSM platform. 7. Strong understanding of ITIL practices as implemented in ServiceNow. 8. Experience with presenting ideas in user-friendly language to non-technical staff and end users. 9. Ability to work evenings and weekends when necessary. 10. A driver's license valid in New York State and familiarity with the five boroughs.
Salary : $105,000 - $115,000
