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Salary range: $64,142.00 – $189,574.00

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $90,000-$100,000.
ONLY PERMANENT EMPLOYEES SERVING IN THE COMPUTER SYSTEMS MANAGER, NM TITLE ARE ELIGIBLE TO APPLY.
The Administration for Children’s Services (ACS) protects and promotes the safety and well-being of New York City’s children and families by providing child welfare, juvenile justice, and early care services. The New York City (NYC) Administration for Children’s Services’ (ACS) Office of Information Technology (OIT) is responsible for providing high quality, reliable, and sustainable technology services, and support to meet the needs of the families and children we serve through ACS, its vendor partners and other City agencies. The Technical Support unit provides Technical Support for IT services to 7000 plus ACS users at 38 different locations. There are, on average, 60k service tickets processed by this unit annually. This position combines managerial responsibilities with hands-on technical expertise.
The Manager of Technical Support will oversee a staff of technical resources accountable for the deployment and service of Mobile technology, such as laptops, Smartphones, and Tablets while ensuring staff follow established procedures and keep meticulous records of all assets under the team management. In addition, the Manager will be responsible for appropriate staffing, staff management, performance management, and overall scheduling. Helping the team achieve high performance by implementing best practices in agile, continuous delivery, and test-driven development. The ideal candidate is expected to contribute technically to architecture, design, implementation, and support.
Under minimal direction, the Manager of Technical Support will be responsible for but not limited to the tasks outlined below:

• Prepare and implement quality assurance policies and procedures.
• Enforce Quality Assurance by reviewing the documented resolutions of other techs in the Service Desk software.
• Ensure the proper technology solution is adopted and fits into the overall technology ecosystem.
• Assist with complex troubleshooting and repair activities.
• Order and maintain inventory of spare parts and equipment.
• Review and monitor ticket queues for reporting to clients and operations managers.

- Provide management with technical expertise in planning, installing, modifying, and configuring mobile technology devices throughout ACS facilities. -

• Research, test, and recommend the purchase of appropriate technology.
• Identify and manage IT project risks, determine resource needs, obtain signoff on project deliverables, and define project scope.
• Coordinate high-level technical responses to difficult operational issues to resolve user-related problems.
• Provide diagnosis and remedies to complex problems involving systems, operations Computers, Printers, Laptops, Smartphone equipment software, and operating systems.
• Enforce ACS’ standard procedures for the disposal of end-of-life equipment.
• Establish and direct the strategic and tactical goals, policies, and procedures for IT and ensure adherence to regulations and guidelines for technological systems and safeguarding of information technology and information resources.
• Maintain an asset database and inventory of IT equipment.
• Support mobile devices, including smartphones, tablets, laptops, Computers, MiFi’s, and other peripherals agency wide.
• Ensure all incidents are documented in the service desk software.
• Assign and prioritize tasks to the technicians and monitor the workload distribution.

Note, the selected candidate will be required to travel to other sites as needed to provide onsite support.
ADDITIONAL INFORMATION
THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $90,000-$100,000.
Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report.
TO APPLY
APPLICATIONS MUST BE SUBMITTED ELECTRONICALLY USING ONE OF THE OPTIONS BELOW:
For current city employees, go to Employee Self Service (ESS), Recruiting Activities, Careers and search for Job ID#628994.
For all other applicants go to www.nyc.gov/careers and search for Job ID#628994. Click on the "Apply" button.
If you do not have access to a computer, most public libraries have computers available for use.
Only candidates selected for an interview will be contacted.

Minimum Qualifications

55a Program

Public Service Loan Forgiveness

Residency Requirement

Additional Information