IT Service Delivery Manager

ABOUT THE ROLE The Office of the Comptroller’s Bureau of Information Systems is seeking an IT Service Delivery Manager to lead and manage the organization’s IT support operations. This role ensures high-quality technical support and excellent customer service for end users by overseeing service desk staff, incident management processes, and service delivery performance. The manager will drive continuous improvement initiatives, implement ITIL-based processes, and integrate AI tools like Microsoft Copilot to enhance efficiency and user experience. This position is open only to current City of New York employees serving in a permanent Civil Service title of Computer Systems Manager or those reachable on the civil service list for that title. KEY RESPONSIBILITIES 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 channels 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 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 Customer Service & User Support - Maintain high levels of customer satisfaction through responsive support - Act as an escalation point for complex or high-priority issues - Gather and review user feedback to improve service quality 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 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 MINIMUM QUALIFICATIONS Candidates must meet one of the following criteria: 1. A master's degree in computer science plus three years of progressively responsible full-time IT experience (including applications development, systems development, data communications, networking, database administration, data processing, or user services). At least 18 months must be in an administrative, managerial, executive, or supervisory capacity. 2. A baccalaureate degree plus four years of progressively responsible full-time IT experience as described above. 3. A four-year high school diploma (or equivalent) plus six years of progressively responsible full-time IT experience as described above. 4. A satisfactory combination of education and experience equivalent to options 1, 2, or 3. All candidates must have at least a high school diploma and three years of relevant experience, including 18 months in an administrative, managerial, executive, or supervisory role. PREFERRED SKILLS - Experience managing hybrid or remote support teams - Knowledge of Microsoft 365, Active Directory, networking, endpoint management, and cybersecurity fundamentals - Experience with SLA management and KPI reporting - ITIL Foundation certification SPECIAL REQUIREMENTS - Eligibility: Open only to current City of New York employees serving in a permanent Civil Service title of Computer Systems Manager or those reachable on the civil service list for that title. - Application Requirement: Applicants must clearly indicate their current permanent Civil Service title and/or their score and list number on the open competitive list for Computer Systems Manager on their resume and cover letter. - Exam May Be Required - 55-a Program: Open to qualified persons with disabilities eligible for the 55-a Program. Indicate intent at the top of resume and cover letter. - Residency: New York City residency is not required. SELECTION PROCESS - Standard city hiring processes apply. - Submission of a resume is not a guarantee of an interview. HOW TO APPLY - Apply via the city jobs portal using Job ID 785030 - Application deadline: Posted until 09/06/2026 EMPLOYMENT DETAILS - Department: BIST-Service Desk, Office of the Comptroller - Location: Manhattan, NY (1 Centre St.) - Type: Full-Time - Experience Level: Manager - Job Level: M2 - Number of Positions: 1 - Benefits: Eligible for Public Service Loan Forgiveness (PSLF) and state repayment assistance programs.