Manager IT Client Support
Description
JOB TITLE: Manager IT Client Support
SALARY RANGE: $156,275 - $184,456
HAY POINTS: 805
DEPT/DIV: Office of Information Technology
SUPERVISOR: Director, Office of IT InfraMobile
LOCATION: 2 Broadway New York, NY
HOURS OF WORK: 9:00am-5:30pm (7.5 hours/day) or as required
This position is eligible for telework which is currently two days per week. New hires are eligible to apply 30 days after their effective date of hire.
Summary:
This role is responsible for overseeing the client technology support that address business needs and managing the activities/operations of MTA’s client computer services. This includes ensuring that the client hardware and software systems the organization uses are running efficiently and effectively. This role also includes managing the maintenance and security of client computer systems and developing and implementing IT policies and procedures.
Responsibilities:
- Manages all phases of client technical support for all end user services supported at locations are properly configured, monitored, and tracked, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues.
- Responsible for managing and monitoring of IT technicians (e.g., desktop and mobile/voice technicians) that support the ongoing maintenance for PCs, smart devices, printers, mainframe application emulators, general software, and hardware as well as other network attached devices.
- Responsible for supervising the technicians that troubleshoot LAN problems, assists in configuring and troubleshooting data, voice, and video systems.
- Implement strategies for improving support services.
- Develops, implements, and enforces IT policies and procedures to ensure security and efficient use of device systems.
- Serves as a liaison with other IT managers and stakeholders to ensure seamless IT operations.
- Monitors the configuration and installation of client hardware, software, networks, and/or productivity tools to meet the needs of the business.
- Ensures that technicians provide timely resolutions/referrals of user problems for clients by assigning an appropriate priority and resolution goal.
- Reviews and approves infrastructure solutions for appropriate technology, ensures the efficient use of resources and smooth transition to production. Identifies, develops, updates, and enforces standard processes and procedures.
- Reviews non-standard computer requests and resolves escalated technical issues, ensuring user satisfaction.
- Reviews work or project related requests and consults with executive sponsors, requesters, and/or user representatives to clarify intent, discuss problematic areas, and consider alternate solutions.
- Oversees technical resources and provides direction, feedback and coaching as needed.
- Continually manages team priorities and resource demand/supply; recommends timelines and resources needed to achieve goals and objectives. Ensures efficient allocation of resources to meet project timelines and objectives.
- Oversees rigorous quality assurance processes to deliver reliability, performance, and safety objectives.
- Develops and manages budgets, contracts, and resources.
- Continuously develops and maintains personal knowledge of relevant industry models, methods, and tools, emerging technologies, and high impact regulatory changes.
- Attracts and develops a high-performing and diverse workforce, empowering all staff to elevate their technical and leadership competencies, level of responsibility, and performance. Maintains an engaged workforce and foster a positive culture throughout organizational change.
- Travel may be required to other MTA locations or other external sites.
- May need to work outside of normal work hours supporting 24/7 operations (i.e., evenings and weekends).
- Performs other duties and tasks as assigned.
- Observing the work performed by the contractor.
- Reviewing invoices and approving them if the work has contractual standards.
- Addressing performance issues with the contractor when possible.
- Escalating issues to other parties as needed.
- Abides with MTA attendance expectations and requirements by attending regularly and reliably.
- Provides technical advice to project teams and mentors less experienced staff to foster talent development.
Knowledge, Skills, and Abilities:
Technical Skills
- Expert in structured systems analysis and design, user relations, data gathering techniques, and management information systems.
- Expert in network architecture, network security measures, and network protocols is important.
- Expert experience in relevant network, hardware and software solutions, distributed computing solutions, and physical and logical communications networks.
- Expert understanding of IT service management and frameworks, specifically incident, problem, event, and knowledge management practices.
- Expert in device configuration, provisioning, and troubleshooting.
- Expert in device/peripherals support and tracking.
- Expert in wireless protocols and standards.
- Must possess familiarity with cloud.
Leadership Skills
- Expert leadership in leading change by developing inter/intra team communication and cohesiveness; sustainment of culture and supporting staff during organizational growth/changes.
- Expert knowledge of administering different operating systems like Windows, MacOS, and Linux.
- Expert leadership in leading people by working with staff to develop systems to ensure consistent, high-quality project management discipline for all technology related initiatives and endeavors.
- Expert leadership in driving results by meeting organizational goals and customer expectations and make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.
- Expert leadership in business acumen by providing direction on evaluation, selection, implementation, and maintenance of information systems, ensuring appropriate investment in strategic and operational systems.
- Expert leadership in building coalition by internally and externally building partnerships with key stakeholders to help achieve the MTA’s mission or common goals through influence or negations.
Behavioral Skills
- Demonstrated ability to lead teams, provide coaching and direct feedback.
- Expert in active listening, attention to detail, customer service, prioritization, and problem-solving skills.
- Expert in working independently and strategically.
- Expert in identifying and analyzing risks and developing effective mitigation strategies.
- Expert technical knowledge and diverse skillset to understand various technologies, systems, and potential risks.
- Expert in critical thinking, problem-solving, and decision-making skills.
- Expert in interpersonal and verbal and written communication skills, with the ability to effectively collaborate with both technical and non-technical peers.
- Expert in managing multiple projects simultaneously and prioritizing tasks based on urgency and impact.
- Extensive hands-on experience with related tools.
- Expert experience with working under pressure and meet deadlines individually and collaboratively. Thinks logically, assesses problems, and is results oriented.
- Expert in identifying complex business and technology risks and associated vulnerabilities.
- Expert in communicating effectively, both orally and in writing, to interact with team members, customers, management, and support personnel (technical and non-technical).
- Expert in establishing and maintaining effective working relationships with employees at all levels within the organization, and with both internal and external customers.
Competencies:
Core Competency | Proficiency Level | Competency Definition |
Collaborates | Expert | Building partnerships and working collaboratively with others to meet shared objectives |
Cultivates Innovation | Expert | Creating new and better ways for the organization to be successful |
Customer Focus | Expert | Building strong customer relationships and delivering customer-centric solutions |
Communicates Effectively | Expert | Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences |
Tech Savvy | Expert | Anticipating and adopting innovations in business-building digital and technology applications |
Technical Skills | Expert | Specialized knowledge and expertise on tools, programs, domains, platforms, and products used for specific tasks |
Values Diversity | Expert | Recognizing the value that different perspectives and cultures bring to an organization |
Education and Experience:
- A bachelor’s degree. An equivalent combination of education and experience may be considered in lieu of a degree.
- A minimum of 5 plus years of relevant technology experience. Leadership ability
- Demonstrate ability for leadership.
- Demonstrated ability to inspire, motivate, and empower people to achieve organizational goals.
- Collaboration skills to ensure design specifications are seamlessly implemented by the development team.
OTHER INFORMATION:
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission")
Equal Employment Opportunity
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.