IT Service Delivery Manager

NOTE: This position is open only to the current City of New York employees serving in a permanent Civil Service title of Computer Systems Manager; or, those who are currently reachable on the civil service list for Computer Systems Manager title.

To be considered for this position, PLEASE CLEARLY INDICATE YOUR CURRENT PERMANENT CIVIL SERVICE TITLE and/or your score & list number on the open competitive list for Computer Systems Manager title on your resume and cover letter.

The New York City Comptroller’s Office works to promote the financial health, integrity, and effectiveness of New York City government, in order to strengthen trust, secure a thriving future for all New Yorkers, and build a more just, equitable, and resilient city. Led by an independently elected citywide official, the comptroller’s office provides checks and balances needed to hold City government accountable for budgeting wisely, investing responsibly, operating efficiently, acting fairly, living up to its obligations and promises, and paying attention to the long-term challenges we face together.

The Office of the Comptroller’s Bureau of Information Systems provides a full range of technology support services for key business functions and Charter mandated responsibilities of the Comptroller’s Office. These services include technology strategic planning, web site development, graphic design, disaster recovery, systems development, network administration, audio/visual services, business process re-engineering, change management, program management, security administration, service desk, computer operations, telecommunications, and document management.

The IT Service Delivery Manager is responsible for leading and managing the organization’s IT support operations, ensuring high-quality technical support and excellent customer service for end users. This role oversees service desk staff, incident management processes, service delivery performance, and continuous improvement initiatives to support business operations effectively and efficiently.

Duties and responsibilities of the position include, but are not limited to the following:

Service Desk Operations

- Manage daily operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.

- Monitor ticket queues, escalation processes, and service level agreement (SLA) compliance.

- Ensure consistent delivery of high-quality customer support across all IT support channels.

- Develop and maintain service desk procedures, workflows, and documentation.

Team Leadership & Management

- Lead, mentor, coach, and evaluate service desk analysts and support staff.

- Schedule staffing coverage to meet operational needs.

- Conduct performance reviews and support professional development plans.

- Foster a user-focused and collaborative team culture.

Incident & Problem Management

- Oversee major incident response and communication processes.

- Coordinate escalations with infrastructure, application, security, and vendor teams.

- Analyze recurring issues and implement root cause solutions.

- Drive continuous improvement in incident response and resolution times.

Customer Service & User Support

- Maintain high levels of customer satisfaction through responsive support and communication.

- Act as an escalation point for complex or high-priority issues.

- Gather and review user feedback to improve service quality.

- Promote IT service best practices and end-user education.

Reporting & Metrics

- Track and report on service desk KPIs.

- Prepare operational reports for IT leadership and stakeholders.

Process Improvement & ITSM

- Implement and improve ITIL-based service management processes.

- Maintain and optimize ticketing and knowledge management systems.

- Identify automation opportunities to improve efficiency.

- Support IT audits, compliance requirements and policy enforcement.

Technology & Vendor Coordination

- Collaborate with internal IT teams and third-party vendors to resolve issues.

- Assist with onboarding new technologies and support processes.

- Ensure proper asset tracking and support documentation.

- Participate in disaster recovery and business continuity planning efforts.

Audio/Visual Events

- Strong understanding of common AV technologies (projectors, switchers, microphones, conferencing systems, digital displays).

- Ability to coordinate AV setup, testing, and event-day support with both technical teams and event organizers.

- Strong understanding collaboration and conferencing platforms (Teams, Zoom, Webex) and their AV requirements.

- Capacity planning and resource management for staffing live events, including onsite and remote support coverage.

- Experience with documenting AV procedures, runbooks, and post event reviews to improve future support.

AI Utilization

- Train and coach Service Desk staff on effective and responsible use of Microsoft Copilot and other AI tools, including how to validate AI-generated guidance before acting on it.

- Use Microsoft Copilot to draft and maintain knowledge base articles, step-by-step user guides, and internal runbooks that are clear, accurate, and easy for end users to follow.

- Establish standards and quality checks for AI-assisted support work, ensuring outputs are reviewed by staff and consistent with the Office’s data handling and security policies.

- Identify opportunities to integrate AI into ticket triage, knowledge management, and self-service channels to improve resolution times and user experience.

NOTE: This position is open only to the current City of New York employees serving in a permanent Civil Service title of Computer Systems Manager; or, those who are currently reachable on the civil service list for Computer Systems Manager title.

To be considered for this position, PLEASE CLEARLY INDICATE YOUR CURRENT PERMANENT CIVIL SERVICE TITLE and/or your score & list number on the open competitive list for Computer Systems Manager title on your resume and cover letter.

COMPUTER SYSTEMS MANAGER - 10050

1. A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or

2. A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

3. A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

4. A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above.

In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in "1" above.

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.