IT Service Delivery Manager

IT Service Delivery Manager

The IT Service Delivery Manager is responsible for leading and managing the organization's IT support operations, ensuring high-quality technical support and excellent customer service for end users. This role oversees service desk staff, incident management processes, service delivery performance, and continuous improvement initiatives to support business operations effectively and efficiently.

Duties and responsibilities of the position include, but are not limited to the following:

• 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 IT support channels.
• Develop and maintain service desk procedures, workflows, and documentation.
• 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.
• Foster a user-focused and collaborative team culture.
• 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.
• Drive continuous improvement in incident response and resolution times.
• Customer Service & User Support - Maintain high levels of customer satisfaction through responsive support and communication.
• Act as an escalation point for complex or high-priority issues.
• Gather and review user feedback to improve service quality.
• Promote IT service best practices and end-user education.
• 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.
• Support IT audits, compliance requirements and policy enforcement.
• 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.
• Participate in disaster recovery and business continuity planning efforts.
• Audio/Visual Events - Strong understanding of common AV technologies (projectors, switchers, microphones, conferencing systems, digital displays).
• Ability to coordinate AV setup, testing, and event-day support with both technical teams and event organizers.
• Strong understanding collaboration and conferencing platforms (Teams, Zoom, Webex) and their AV requirements.
• Capacity planning and resource management for staffing live events, including onsite and remote support coverage.
• Experience with documenting AV procedures, runbooks, and post event reviews to improve future support.
• AI Utilization - Train and coach Service Desk staff on effective and responsible use of Microsoft Copilot and other AI tools, including how to validate AI-generated guidance before acting on it.
• Use Microsoft Copilot to draft and maintain knowledge base articles, step-by-step user guides, and internal runbooks that are clear, accurate, and easy for end users to follow.
• Establish standards and quality checks for AI-assisted support work, ensuring outputs are reviewed by staff and consistent with the Office's data handling and security policies.
• Identify opportunities to integrate AI into ticket triage, knowledge management, and self-service channels to improve resolution times and user experience.

NOTE: This position is open only to the current City of New York employees serving in a permanent Civil Service title of Computer Systems Manager; or, those who are currently reachable on the civil service list for Computer Systems Manager title. To be considered for this position, PLEASE CLEARLY INDICATE YOUR CURRENT PERMANENT CIVIL SERVICE TITLE and/or your score & list number on the open competitive list for Computer Systems Manager title on your resume and cover letter.