City of New York
Director, Information Technology (IT) Operations and Program Management
City of New York, New York, New York, us, 10261
Overview
Director, Information Technology (IT) Operations and Program Management is a strategic and hands-on leader responsible for daily delivery and long-term improvement of IT services across the organization. This role advocates for customer-facing help desk operations, with a focus on building and scaling a world-class team that delivers endpoint device management solutions. This role combines strategic leadership with operational excellence, overseeing the delivery of IT Help Desk and IT Asset Management Operations. This role directs the IT Help Desk, IT Asset Management & Inventory, and IT Budget/Purchasing functions while driving operational efficiency, technology modernization, and business process improvements. The Director provides leadership and collaboration with multiple unit stakeholders in IT requirements gathering, project management and project execution, particularly in IT Infrastructure solutioning and delivery, Mobile Device Manager management (MDM), Active Directory management, endpoint upgrades, network infrastructure support, cybersecurity support, application change control/production support and technology distribution. The Director anticipates and identifies interdependencies, bottlenecks and risks; drives proactive problem solving and escalation management. The Director ensures IT operations are efficient, measurable, and customer-focused by developing and monitoring KPIs, leveraging ServiceNow for service management, and aligning IT services with Department of Buildings organizational goals. Key Responsibilities
Provide strategic direction and day-to-day management of the IT Help Desk, ensuring high-quality, timely, and customer-focused support services. Oversee IT Asset Management and Inventory processes to ensure accuracy, accountability, and lifecycle optimization of all technology assets. Lead IT Budget and Purchasing activities, including forecasting, procurement, vendor management, and cost optimization. Project & Technology Management
Manage IT projects across areas including IT infrastructure solutioning, MDM, Active Directory, endpoint technology upgrades, network infrastructure, cybersecurity initiatives, application change control/production support and enterprise-wide technology distribution. Partner with technical teams to implement new solutions, automations, modernize existing infrastructure, and support organizational technology adoption. Coordinate with stakeholders to ensure projects are delivered on time, within budget, and aligned with business priorities. Drive holistic proactive problem solving and identifies interdependencies and risk leveraging technical expertise, critical and innovative thinking. Operations & Performance Management
Establish and monitor KPIs, SLAs, and operational metrics to track IT service delivery and performance. Drive ServiceNow adoption and optimization to ensure effective ticketing, escalation, and resolution processes. Continuously evaluate IT operations to identify opportunities for business process improvement and efficiency gains. Draft communications, presentations and leadership updates on operations priorities, risk and performance. Innovation & Continuous Improvement
Apply advanced critical thinking skills to resolve complex IT issues holistically and sustainably. Stay current with emerging technologies and trends to recommend innovative solutions that enhance IT capabilities and support strategic business goals. Foster a culture of continuous improvement, accountability, and customer-centric service. Qualifications
A master\'s degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described above; or A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described above; or A satisfactory combination of education and experience equivalent to the above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described above. In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described above. Preferred Skills
Technical Skills - Strong knowledge of MDM platforms, Active Directory, and endpoint lifecycle management. Familiarity with enterprise IT infrastructure, cybersecurity practices, and cloud-based solutions. Experience with IT service management platforms (ServiceNow strongly preferred). Proficiency in IT budget development, procurement, and vendor management. Leadership & Soft Skills - Exceptional leadership, communication, and stakeholder management skills. Strong problem-solving ability with a focus on root cause resolution and operational efficiency. Ability to balance strategic vision with hands-on execution. Key Competencies - IT Service Management Excellence, Asset & Inventory Optimization, Budget & Procurement Leadership, Project Management & Execution, Critical Thinking & Problem Solving, Innovation & Technology Modernization, Metrics-Driven Operational Oversight. Additional Information
Civil Service Status: Only those permanent as Computer Systems Manager, applicants who are reachable on the Computer Systems Manager open competitive list, and applicants as indicated below will be considered. Candidates who are permanent in comparable civil service titles may be considered for title change under rule 6.1.9 of the Personnel Rules and Regulations of the City of New York. REMOTE WORK: This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program. To Apply: Visit Jobs NYC (cityjobs.nyc.gov) to view and apply for available positions. Search by agency (Department of Buildings), keywords, or for the specific Job ID #. NOTE: ONLY THOSE CANDIDATES UNDER CONSIDERATION WILL BE CONTACTED. Computer Systems Manager - 10050 Benefits & Related Information
Public Service Loan Forgiveness information and federal/state repayment assistance programs may be available. For more information, visit studentaid.gov/pslf/. Residency Requirement: New York City Residency is not required for this position. Equal Opportunity: The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment free from discrimination and harassment. Compensation: $75,443.00 – $164,451.00
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Director, Information Technology (IT) Operations and Program Management is a strategic and hands-on leader responsible for daily delivery and long-term improvement of IT services across the organization. This role advocates for customer-facing help desk operations, with a focus on building and scaling a world-class team that delivers endpoint device management solutions. This role combines strategic leadership with operational excellence, overseeing the delivery of IT Help Desk and IT Asset Management Operations. This role directs the IT Help Desk, IT Asset Management & Inventory, and IT Budget/Purchasing functions while driving operational efficiency, technology modernization, and business process improvements. The Director provides leadership and collaboration with multiple unit stakeholders in IT requirements gathering, project management and project execution, particularly in IT Infrastructure solutioning and delivery, Mobile Device Manager management (MDM), Active Directory management, endpoint upgrades, network infrastructure support, cybersecurity support, application change control/production support and technology distribution. The Director anticipates and identifies interdependencies, bottlenecks and risks; drives proactive problem solving and escalation management. The Director ensures IT operations are efficient, measurable, and customer-focused by developing and monitoring KPIs, leveraging ServiceNow for service management, and aligning IT services with Department of Buildings organizational goals. Key Responsibilities
Provide strategic direction and day-to-day management of the IT Help Desk, ensuring high-quality, timely, and customer-focused support services. Oversee IT Asset Management and Inventory processes to ensure accuracy, accountability, and lifecycle optimization of all technology assets. Lead IT Budget and Purchasing activities, including forecasting, procurement, vendor management, and cost optimization. Project & Technology Management
Manage IT projects across areas including IT infrastructure solutioning, MDM, Active Directory, endpoint technology upgrades, network infrastructure, cybersecurity initiatives, application change control/production support and enterprise-wide technology distribution. Partner with technical teams to implement new solutions, automations, modernize existing infrastructure, and support organizational technology adoption. Coordinate with stakeholders to ensure projects are delivered on time, within budget, and aligned with business priorities. Drive holistic proactive problem solving and identifies interdependencies and risk leveraging technical expertise, critical and innovative thinking. Operations & Performance Management
Establish and monitor KPIs, SLAs, and operational metrics to track IT service delivery and performance. Drive ServiceNow adoption and optimization to ensure effective ticketing, escalation, and resolution processes. Continuously evaluate IT operations to identify opportunities for business process improvement and efficiency gains. Draft communications, presentations and leadership updates on operations priorities, risk and performance. Innovation & Continuous Improvement
Apply advanced critical thinking skills to resolve complex IT issues holistically and sustainably. Stay current with emerging technologies and trends to recommend innovative solutions that enhance IT capabilities and support strategic business goals. Foster a culture of continuous improvement, accountability, and customer-centric service. Qualifications
A master\'s degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described above; or A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described above; or A satisfactory combination of education and experience equivalent to the above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described above. In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described above. Preferred Skills
Technical Skills - Strong knowledge of MDM platforms, Active Directory, and endpoint lifecycle management. Familiarity with enterprise IT infrastructure, cybersecurity practices, and cloud-based solutions. Experience with IT service management platforms (ServiceNow strongly preferred). Proficiency in IT budget development, procurement, and vendor management. Leadership & Soft Skills - Exceptional leadership, communication, and stakeholder management skills. Strong problem-solving ability with a focus on root cause resolution and operational efficiency. Ability to balance strategic vision with hands-on execution. Key Competencies - IT Service Management Excellence, Asset & Inventory Optimization, Budget & Procurement Leadership, Project Management & Execution, Critical Thinking & Problem Solving, Innovation & Technology Modernization, Metrics-Driven Operational Oversight. Additional Information
Civil Service Status: Only those permanent as Computer Systems Manager, applicants who are reachable on the Computer Systems Manager open competitive list, and applicants as indicated below will be considered. Candidates who are permanent in comparable civil service titles may be considered for title change under rule 6.1.9 of the Personnel Rules and Regulations of the City of New York. REMOTE WORK: This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program. To Apply: Visit Jobs NYC (cityjobs.nyc.gov) to view and apply for available positions. Search by agency (Department of Buildings), keywords, or for the specific Job ID #. NOTE: ONLY THOSE CANDIDATES UNDER CONSIDERATION WILL BE CONTACTED. Computer Systems Manager - 10050 Benefits & Related Information
Public Service Loan Forgiveness information and federal/state repayment assistance programs may be available. For more information, visit studentaid.gov/pslf/. Residency Requirement: New York City Residency is not required for this position. Equal Opportunity: The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment free from discrimination and harassment. Compensation: $75,443.00 – $164,451.00
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