Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Serve as an Assistant to the Service Desk Manager for NYCHHC. Reporting to the Service Desk Manager, the Assistant Service Desk Manager will assist in managing the operations of the Service Desk during assigned tours (I, II or III) and the staff that provide the front-line, Level I, IT support. The Assistant Service Desk Manager under the supervision of the Service Desk Manager will monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues; providing support and customer service to users, promote and / or escalate problem, incident, and request action items. Provide real-time Service Desk coverage to meet and exceed service-level requirements and end-user expectations.

• Supervision of day to day operations of the Service Desk staff during assigned tours
• Serve as a point of contact for questions or inquiries from Service Desk Sr Analyst/Analysts
• Address urgent staffing issues such as, identifying fill-in staff when necessary, and reallocating responsibilities
• Facilitate conflict resolution when necessary between staff, clients and management
• Conduct team meetings including a focus on continuous improvement feedback and recommendations.
• Complete any shift administration responsibilities, such as reports, communications, hand-off
• Assist with troubleshooting technical issues or requests, and liaison with other support groups
• Manage Level I service requests and incidents from report to resolution:
  • Receive, prioritize, document and resolve end-user requests
  • Answer calls or e-mails within the required service level time frame
  • Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
  • Track open tickets and monitor ticket progress per SLA, close ticket items when resolved
  • Follow escalation and paging procedures to ensure SLAs are being met
• Provide support and services to users, seeking to resolve as many calls and emails as possible at level 1.
  • Check the knowledge base for known errors and communicate updates, information
  • Provide support for issues related to Incidents and Requests
  • Meet or exceed organization’s tier 1 closure goal
  • Identify problems for submission to problem management process
  • Track major incidents and participate in root cause analysis (RCA) sessions as necessary.
  • Communicate the priority and level of service to the customer to ensure that services are clear, and provide updates to customers, as per identified procedures
  • Provide a positive experience, meeting and exceeding customer expectations, and engendering confidence that requests will be resolved

1. A Baccalaureate Degree in Business Administration, Finance, Accounting or related fields; and,
2. Five years of progressively responsible experience in the fields of administration, office management, methods analysis, systems analysis and documentation, forms designs and control, two of which shall have been in data processing and management information systems; and,
3. General knowledge of computer and communication capabilities, E.D.P. applications, systems analysis methodology, data management and information retrieval techniques; or,
4. Satisfactory combination of equivalent experience and education.

• Participate in special projects as needed and perform other duties as assigned
• Must be able to work independently as well as work as part of a fast-moving team
• 4+ years in a multi-site, service-oriented IT environment with at least 3 years at a service desk
• Must have prior experience managing or supervising staff in an IT service desk.
• Advanced knowledge of Service desk, infrastructure, network and desktop environments.
• Excellent analytical and organizational skills.
• Undergraduate degree in a technology field or an equivalent combination of education and experience
• Must have experience working with IT service processes, namely, Incident, Problem, Change and SLA Management
• Experience using service desk software and related products and tools
• Strong interpersonal, Verbal and written communication skills
• Understand or certified in ITIL
• Contribute to the continuous process improvement of the Service Desk Area
• Remain technically knowledgeable and current on all Enterprise Service Desk tools and Applications
• Participate in opportunities to learn about NYCHHC applications and infrastructure, improved way to support incidents and Service Requests
• Perform other duties and/or special projects as assigned
• Perform call monitoring and call evaluations of staff on shift.
• Assist with onboarding and training new staff on shift.
• Attend bridge meetings for problem resolution or change support.
• Send Outage communications to user community and facility site directors.

Please be advised that proof of Covid-19 vaccination is required prior to hire.

If you wish to apply for this position, please apply online by clicking the "Apply Now" button.

If applying online, please include your cover letter in the same file attachment with your uploaded resume.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

Note: Candidates selected for a position are required to come to NYC as part of their onboarding.