Executive Director, Service Desk

Executive Director, Service Desk

Hours: Full-Time- 35 Hours Work Location: 30-30 Thomson Avenue, LIC, NY 11101

Only candidates who are permanent in the Computer Systems Manager title or those who are reachable on the promotional exam #4524 or open-competitive exam #4035 may apply. Please include a copy of your Notice of Results or indicate if you are already permanent in the title. If you do not meet the previously mentioned civil service criteria, you will not be considered for an interview. The NYC Department of Design and Construction, Division of Information Technology Services, is seeking an Executive Director of Service Delivery with leadership experience in application support, service desk and project management essentials. Reporting directly to the Chief Information Officer, the Executive Director will lead efforts to deliver exceptional, customer-focused IT services by developing and maintaining comprehensive operating procedures across Helpdesk and Application units. This role is responsible for supporting the continuous availability, reliability, and responsiveness of IT services and infrastructure, while driving AI-powered innovations that improve customer experience and service quality.

Responsibilities:

• Leading the teams by directing the day-to-day tactical execution of the agency's IT strategic plan and division goals, with a strong emphasis on service excellence.
• Maintaining processes for inventory management, IT equipment utilization, and receipt of IT products and services that prioritize timely, accurate, and efficient support for agency partners.
• Establishing and enforcing high standards for IT production, quality, and customer service, using AI-enabled analytics to proactively identify and resolve issues before they impact users.
• Maintaining clear, consistent, and solution-oriented communication with agency partners to understand needs, address challenges, and deliver measurable service improvements.
• Forecasting future requirements, preparing the annual budget, and scheduling expenditures to align with service delivery priorities.
• Serving as an agency liaison and active participant in high-level project management meetings to ensure IT goals, customer expectations, and service commitments are met or exceeded.
• Exploring and implementing AI-driven tools to streamline support workflows, personalize assistance, and enhance the speed and accuracy of issue resolution.

Authorization to work in the United States is required for this position. NYC Department of Design and Construction does not provide sponsorship for international employees for visa applications, extensions or status changes, including STEM/OPT visas. Applicants are responsible for ensuring that they meet all qualifying requirements for this position, at the time of application. All applicants, including City Employees: Please go to NYC Government Jobs | Explore Careers | City of New York, go to Search for Open Jobs, and type in the Job ID # listed above. Submit job application as prompted. Do not apply via Employee Self-Service (ESS), e-mail, mail, or fax your resume to DDC directly.

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.