Manager, Technical Support

The Queens District Attorney's Office is seeking a highly skilled and experienced Manager of Technical Support. This role will be responsible for managing the Service Desk, Desktop Support, and Mobility teams to ensure efficient and effective technical support for all staff members.

Key Responsibilities:

• Team Management:
  
  
  
  • Lead and manage the Service Desk, Desktop Support, and Mobility teams, providing guidance, mentorship, and support.
  • Develop and implement strategies to improve team performance and ensure high-quality technical support.
  
  
  
  
• Service Desk Operations:
  
  
  
  • Oversee the daily operations of the Service Desk, ensuring timely and effective resolution of technical issues.
  • Implement best practices for incident management, request fulfillment, and customer service.
  
  
  
  
• Desktop Support:
  
  
  
  • Manage the Desktop Support team to ensure the deployment, maintenance, and troubleshooting of desktop systems and software.
  • Coordinate with IT teams to implement system updates, patches, and upgrades.
  
  
  
  
• Mobility Management:
  
  
  
  • Oversee the deployment, management, and support of mobile devices, including smartphones, tablets, and laptops.
  • Ensure mobile devices are secure, up-to-date, and configured to meet organizational standards.
  
  
  
  
• Performance Monitoring:
  
  
  
  • Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of technical support services.
  • Identify areas for improvement and implement corrective actions as needed.
  
  
  
  
• User Training & Support:
  
  
  
  • Develop and deliver training programs to enhance end-user proficiency with IT systems and devices.
  • Provide technical guidance and support to users, ensuring they can effectively utilize technology resources.
  
  
  
  
• Documentation & Reporting:
  
  
  
  • Maintain comprehensive documentation for technical support processes, procedures, and system configurations.
  • Prepare regular reports on technical support performance and provide recommendations for improvement.
  
  
  
  
• Collaboration:
  
  
  
  • Work closely with IT leadership and other departments to support technology initiatives and projects.
  • Participate in team meetings and provide input on improving technical support services
  
  
  
  

Preferred Education and Qualification Requirements:

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; or,

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related IT service management, process management, operations; or,

3. Education and/or experience which is equivalent to "1" or "2" above.

Application Information:

Salary Range: $125,000

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.

To apply, please submit a resume and cover letter, by clicking on the link below: