Assistant Director, Service Desk Operations
Apply NowCompany: City Of New York
Location: New York, NY 10025
Description:
Company Description
Job Description
Note: This is not a Help Desk/Desktop support position
The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide, from planning and release of agency solicitations to payment of vendors. Annually, agencies procure billions in products and services from a diverse pool of vendors that represent various industries. MOCS therefore aims to ensure that the procurement process remains fair, transparent, efficient and cost-effective.
MOCS makes it easier to do business through use of end-to-end technology tools, increases transparency by publication of enriched data and hosting public hearings, and strengthens procurement operations by providing direct assistance and resources to all stakeholders. MOCS also partners with agencies and vendors to identify areas for policy reform, resulting in ongoing process improvement to reduce administrative burdens and increase the positive impact of services on communities. The MOCS Director serves as the City Chief Procurement Officer.
MOCS team members operate in a collaborative, service-oriented environment, where flexibility and ability to achieve results are valued. All managers lead teams and/or lines of service, assuming increasing levels of responsibility for the organization's success. Managers align daily operations to the agency's strategic priorities, engage stakeholders in planning, and drive performance using well-defined success metrics, along with effective people and project management strategies (including but not limited to the assignment of work, maintenance of performance standards, maintaining baseline staff knowledge and professional development). All managers are expected to deliver timely and quality work products and services, participate in ongoing improvement activities, and proactively deepen their knowledge of procurement and government operations. Managers must serve as principal ambassadors for the organization and are expected to handle confidential matters, promote established priorities, deescalate conflict, and proactively escalate issues along with proposed solutions. Assistant Directors are front-line managers who oversee one or more areas of services and are accountable for the success of an assigned unit.
The Service Desk Unit is part of the central services group at MOCS. The team is both responsible for ensuring that all MOCS stakeholders have access to the most current information and driving best practices related to sustainable knowledge acquisition and skills building The Service Desk operates as a central service and support team, responding to incoming inquiries, screenings, and onboarding of vendors to technology platforms. Staff aim to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, and documenting and partnering to resolve any issues which inhibit task completion or the overall success of critical initiatives.
Please see the below listed responsibilities:
- Train and onboard staff to ensure all can provide quality customer service on procurement issues;
- Strengthen staff knowledge of the procurement life cycle and the unique issues at each stage;
- Manage daily team activities, including setting goals where needed and being an escalation point as part of Service Desk ticket triage;
- Evaluate workloads and assign tasks to ensure timely and effective completion of activities;
- Evaluate performance and provide constructive feedback as part of development plan;
- Foster transparency, accountability, and collaboration through training and meeting management;
- Host team meetings, tracking notes and action items;
- Communicate with stakeholders using various platforms including email, our ticketing system, phone and screensharing;
- Troubleshoot issues by utilizing materials, research, creative thinking and problem-solving skills;
- Assist team members with complex or novel issues;
- Determine when issues should be escalated to MOCS unit, division or executive leaders;
- Record user interaction and categorical data in designated customer services platforms, e.g. JIRA;
- Propose updates to user resources for systems such as PASSPort and HHS Accelerator;
- Collaborate with peers to curate, develop, and update central knowledge base of all resources;
- Create project plans for learning resources development and updates;
- Measure the effectiveness of operations and produce reports to highlight trends for leadership;
- Lead process and protocol development, improvement and implementation;
- Contribute to the design and testing of system modifications;
- Draft content for mass or targeted stakeholder communications, as well as websites;
- Deliver live webinars and presentations where needed, including tutorials or interactive courses;
- Develop templates, guides, and special presentations;
- Participate in and contribute to various initiatives, identifying impacts to stakeholder experience;
- Document technical issues, translating findings into content for fixes and enhancements;
- Ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change Management;
- Understand issues affecting relevant stakeholder groups, including but not limited to covered city agencies, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc.; and
- Participate in special projects, as assigned.
RESEARCH PROJECTS COOR(MA)-MGR - 0527A
Qualifications
1. Do you have a baccalaureate degree from an accredited college or university?
2. Do you have an associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities?
3. Do you have a four-year high school diploma, or its educational equivalent approved by a state's Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question "2" above?
4. Do you have a satisfactory combination of education and/or experience equivalent to that described in questions "1," "2," and/or "3" above?
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.
Job Description
Note: This is not a Help Desk/Desktop support position
The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide, from planning and release of agency solicitations to payment of vendors. Annually, agencies procure billions in products and services from a diverse pool of vendors that represent various industries. MOCS therefore aims to ensure that the procurement process remains fair, transparent, efficient and cost-effective.
MOCS makes it easier to do business through use of end-to-end technology tools, increases transparency by publication of enriched data and hosting public hearings, and strengthens procurement operations by providing direct assistance and resources to all stakeholders. MOCS also partners with agencies and vendors to identify areas for policy reform, resulting in ongoing process improvement to reduce administrative burdens and increase the positive impact of services on communities. The MOCS Director serves as the City Chief Procurement Officer.
MOCS team members operate in a collaborative, service-oriented environment, where flexibility and ability to achieve results are valued. All managers lead teams and/or lines of service, assuming increasing levels of responsibility for the organization's success. Managers align daily operations to the agency's strategic priorities, engage stakeholders in planning, and drive performance using well-defined success metrics, along with effective people and project management strategies (including but not limited to the assignment of work, maintenance of performance standards, maintaining baseline staff knowledge and professional development). All managers are expected to deliver timely and quality work products and services, participate in ongoing improvement activities, and proactively deepen their knowledge of procurement and government operations. Managers must serve as principal ambassadors for the organization and are expected to handle confidential matters, promote established priorities, deescalate conflict, and proactively escalate issues along with proposed solutions. Assistant Directors are front-line managers who oversee one or more areas of services and are accountable for the success of an assigned unit.
The Service Desk Unit is part of the central services group at MOCS. The team is both responsible for ensuring that all MOCS stakeholders have access to the most current information and driving best practices related to sustainable knowledge acquisition and skills building The Service Desk operates as a central service and support team, responding to incoming inquiries, screenings, and onboarding of vendors to technology platforms. Staff aim to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, and documenting and partnering to resolve any issues which inhibit task completion or the overall success of critical initiatives.
Please see the below listed responsibilities:
- Train and onboard staff to ensure all can provide quality customer service on procurement issues;
- Strengthen staff knowledge of the procurement life cycle and the unique issues at each stage;
- Manage daily team activities, including setting goals where needed and being an escalation point as part of Service Desk ticket triage;
- Evaluate workloads and assign tasks to ensure timely and effective completion of activities;
- Evaluate performance and provide constructive feedback as part of development plan;
- Foster transparency, accountability, and collaboration through training and meeting management;
- Host team meetings, tracking notes and action items;
- Communicate with stakeholders using various platforms including email, our ticketing system, phone and screensharing;
- Troubleshoot issues by utilizing materials, research, creative thinking and problem-solving skills;
- Assist team members with complex or novel issues;
- Determine when issues should be escalated to MOCS unit, division or executive leaders;
- Record user interaction and categorical data in designated customer services platforms, e.g. JIRA;
- Propose updates to user resources for systems such as PASSPort and HHS Accelerator;
- Collaborate with peers to curate, develop, and update central knowledge base of all resources;
- Create project plans for learning resources development and updates;
- Measure the effectiveness of operations and produce reports to highlight trends for leadership;
- Lead process and protocol development, improvement and implementation;
- Contribute to the design and testing of system modifications;
- Draft content for mass or targeted stakeholder communications, as well as websites;
- Deliver live webinars and presentations where needed, including tutorials or interactive courses;
- Develop templates, guides, and special presentations;
- Participate in and contribute to various initiatives, identifying impacts to stakeholder experience;
- Document technical issues, translating findings into content for fixes and enhancements;
- Ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change Management;
- Understand issues affecting relevant stakeholder groups, including but not limited to covered city agencies, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc.; and
- Participate in special projects, as assigned.
RESEARCH PROJECTS COOR(MA)-MGR - 0527A
Qualifications
1. Do you have a baccalaureate degree from an accredited college or university?
2. Do you have an associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities?
3. Do you have a four-year high school diploma, or its educational equivalent approved by a state's Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question "2" above?
4. Do you have a satisfactory combination of education and/or experience equivalent to that described in questions "1," "2," and/or "3" above?
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.