Assistant Director, Service Desk Operations

The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide, from planning and release of agency solicitations to payment of vendors. Annually, agencies procure billions in products and services from a diverse pool of vendors that represent various industries. MOCS aims to ensure that the procurement process remains fair, transparent, efficient, and cost-effective. MOCS makes it easier to do business through use of end-to-end technology tools, increases transparency by publication of enriched data and hosting public hearings, and strengthens procurement operations by providing direct assistance and resources to all stakeholders. MOCS also partners with agencies and vendors to identify areas for policy reform, resulting in ongoing process improvement to reduce administrative burdens and increase the positive impact of services on communities. The Assistant Director serves as the front-line manager who oversees one or more areas of services and is accountable for the success of an assigned unit. Note: This position requires the ability to be flexible with schedule to ensure coverage is available between the Service Desk hours of 8:00am-5:30pm and/or for overtime availability, only when necessary.

The Service Desk Unit is part of a central services and support group within the Technology Division at MOCS. The team is both responsible for ensuring that all MOCS stakeholders have access to the most current information and driving best practices related to sustainable knowledge acquisition and skills. The Service Desk operates as a central service and support team, responding to incoming inquiries, troubleshooting, technical support and onboarding of vendors to the city's procurement technology platform, called PASSPort. Service Desk staff aim to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, while documenting and partnering to resolve any issues which inhibit task completion or the overall success of critical initiatives. Service Desk Operations Managers, including Assistant Directors, are also responsible for the development of staff within the unit, ensuring that protocol and procedures are followed and aligned with the unit, agency, and city's needs. Responsibilities include but are not limited to:

• Train and onboard staff to ensure all can provide quality customer service on procurement, contracting and system related issues.
• Strengthen staff knowledge of the procurement life cycle and the unique issues at each stage.
• Manage daily team activities, including ticket management and escalations, setting goals for team members where needed and being a reliable resource and escalation point as part of Service Desk ticket management and resolution.
• Being self-sufficient and resourceful in developing knowledge in all aspects of contracts and procurement, including financials & budgets, solicitations, and the city's contracting and procurement platforms (i.e., PASSPort).
• Troubleshoot issues by utilizing materials, research, creative thinking, and problem-solving skills.
• Evaluate workloads and assign tasks to ensure timely and effective completion of activities and high priority items.
• Evaluate performance and provide constructive feedback as part of development plan, while being able to identify learning gaps vs. areas that may need disciplinary action for team members.
• Foster transparency, accountability, and collaboration through on-going trainings, refreshers, and unit meetings.
• Quickly execute, analyze, and manage extracts, reports and details related to ticket data, with the ability to report out to senior managers and legal colleagues in urgent situations that require rapid turnaround times; with professionally laid out and accurate details.
• Host team meetings, with the ability to be articulate and clear when sharing out information, track notes and action items, with consistent follow-through.
• The ability to communicate with Associate Director when items are pressing; when there's a need for self-improvement/development and provide ideas for staff growth.
• Communicate with stakeholders using various platforms including email, MOCS ticketing system, phone and screensharing which includes integrating oneself in handling a load of tickets, when extra support is needed.
• Assist team members with complex or novel issues, including stepping in to assist with difficult tasks or challenging system users and stakeholders.
• Ability to manage a large team of staff members, managing day-to-day tasks, track performance and development, while ensuring they understand and follow procedures & protocols that are in place for the unit.
• Stepping in for fellow co-managers when needed, including providing supervision for their direct reports, in addition to coverage for meetings and/or assigned hours.
• With a certain level of independence, identify when issues should be escalated, ensuring to follow proper channels and chains of command.
• Lead and host team meetings, with the ability to be articulate, track notes and action items, with consistent follow-through.
• Ensure communication is consistent and directives are clear and concise between team members and Service Desk leadership.
• Provide Quality Assurance for user interaction and categorical data in designated client services ticketing platforms, e.g. JIRA.
• Propose updates to user resources for processes and systems such as PASSPort, while collaborating with MOCS peers to curate, develop, and update central knowledge base of all resources.
• Contribute to the design and testing of system modifications and upgrades, providing useful feedback.
• Develop templates, guides, and documentation that will help improve efficiency.
• Create, design, and conduct presentations when necessary.
• Participate in and contribute to various initiatives, identifying impacts to stakeholder experience.
• Participate in occasional engagements with stakeholders for external events throughout the five boroughs.
• Ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy, and change management.
• Participate in and carryout special projects in a timely manner, as assigned.
• Serve as project manager and liaison for various initiatives, as necessary, across the agency in support of the Service Desk unit.

Preferred Skills:

• Demonstrate competency and/or history of consistent quality performance in the following areas of responsibility: A minimum of at least six (6) months of experience managing staff, working with a large team, and/or direct responsibilities related to procurement.
• Great attention to detail; thorough and meticulous while having the ability to still meet deadlines and work independently on specialized documents and projects (with capability of discerning when to involve senior management).
• Succinctly, effectively and professionally communicate verbally, in writing and through presentations.
• Ability to adapt in a fast-paced work environment with the flexibility to shift gears on the spot and/or identify when and where to delegate when necessary.
• Distill complex material, present findings, and make actionable recommendations.
• Juggle multiple priorities, adjusting tasks and timelines to ensure goals and deadlines are met, while having the flexibility to pivot from managerial tasks / projects to staff-level responsibilities & tasks, when warranted.
• Efficiency in Excel with the ability to generate and organize reports when needed.
• Analyze data and summarize research to lead ongoing improvement in operations and service.
• Establish relationships quickly and maximize positive team dynamics.
• Supervise, coach and structure ongoing professional development for individuals and teams through various resources such as one-on-one, trainings, and progress reports.
• Facilitate ongoing unit-wide knowledge building, trainings, team building and collaborations.

To Apply: External applicants, please go to www.nyc.gov/careers/search and search for Job ID #715256. Current City Employees may apply via Employee Self Service (ESS) http://cityshare.nycnet/ess. Click on Recruiting Activities/Careers and Search for Job ID #715256.

Additional Information: To best serve the City we represent, Mayor's Office of Contract Services (MOCS) seeks individuals from a variety of backgrounds who can bring different perspectives to contribute to the work of the office. MOCS also seeks candidates who want to contribute to a work environment that values teamwork, inclusion and respect. MOCS recognizes the unique skills and strengths gained through military service. Veterans and service members of the U.S. Armed Forces are strongly encouraged to apply. Special accommodations provided to applicants with disabilities. Please contact MOCS Disability Service Facilitator at disabilityaffairs@mocs.nyc.gov or 212-298-0800 to request an accommodation.