IT Service Delivery Manager
Core
Leading and managing IT support operations to ensure high-quality technical support and excellent customer service for end users within the NYC Comptroller's Office.
Role type
IT Service Delivery Manager (Service Desk Operations & Team Leadership)
Builds
IT support services, incident response processes, and service delivery performance for the Comptroller's Office.
Domain
Public Sector / Government Finance / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL-based service management, incident and problem management, team leadership and mentoring, SLA compliance monitoring, process improvement, vendor coordination, disaster recovery planning, AI tool utilization (Microsoft Copilot), AV technology coordination
Preferred skills
Experience with ticketing and knowledge management systems, automation of support processes, training staff on AI tools
Technologies
Microsoft Copilot, Teams, Zoom, Webex, ticketing systems, knowledge management systems
Responsibilities
Manage daily operations of the IT Service Desk, lead and evaluate service desk analysts, oversee major incident response, track and report on service desk KPIs, implement ITIL-based service management processes, coordinate AV setup and event-day support
Seniority
Senior, hands-on IC with management responsibilities
