Jobs NYC

*Note: This is not a Help Desk/Desktop support position.

The Service Desk Unit is part of the central services group 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 building The Service Desk operates as a central service and support team, responding to incoming inquiries, screenings, and onboarding of vendors to technology platforms. Staff aim to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, and documenting and partnering to resolve any issues which inhibit task completion or the overall success of critical initiatives.

Responsibilities: - Train and onboard staff to ensure all can provide quality customer service on procurement issues; - Strengthen staff knowledge of the procurement life cycle and the unique issues at each stage; - Manage daily team activities, including setting goals where needed and being an escalation point as part of Service Desk ticket triage; - Evaluate workloads and assign tasks to ensure timely and effective completion of activities; - Evaluate performance and provide constructive feedback as part of development plan; - Foster transparency, accountability, and collaboration through training and meeting management; - Host team meetings, tracking notes and action items; - Communicate with stakeholders using various platforms including email, our ticketing system, phone and screensharing; - Troubleshoot issues by utilizing materials, research, creative thinking and problem-solving skills; - Assist team members with complex or novel issues; - Determine when issues should be escalated to MOCS unit, division or executive leaders; - Record user interaction and categorical data in designated customer services platforms, e.g. JIRA; - Propose updates to user resources for systems such as PASSPort and HHS Accelerator; - Collaborate with peers to curate, develop, and update central knowledge base of all resources; - Create project plans for learning resources development and updates; - Measure the effectiveness of operations and produce reports to highlight trends for leadership; - Lead process and protocol development, improvement and implementation; - Contribute to the design and testing of system modifications; - Draft content for mass or targeted stakeholder communications, as well as websites; - Deliver live webinars and presentations where needed, including tutorials or interactive courses; - Develop templates, guides, and special presentations; - Participate in and contribute to various initiatives, identifying impacts to stakeholder experience; - Document technical issues, translating findings into content for fixes and enhancements; - Ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change Management; - Understand issues affecting relevant stakeholder groups, including but not limited to covered city agencies, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc.; and - Participate in special projects, as assigned.

Residency Requirement: New York City residency is generally required within 90 days of appointment.

To Apply and see full job posting, please go to www.nyc.gov/jobs and search for Job ID#:699712