Manager, IT Service Desk

Description

Job Title:

Manager, IT Service Desk

Salary Range: $160,963 - $189,990

Dept/Div:
Information Technology

Supervisor:
Director, IT Service Desk

Location:

2 Broadway, New York, NY 10004

Hours of Work: 9:00 am - 5:30 pm (7.5 hours/day) or as required

This position is eligible for teleworking, which is currently 2 days per week. New hires are eligible to apply 30 days after their effective date of hire.

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

The Manager, IT Service Desk is responsible for overseeing the organization's enterprise-wide IT support services and ensuring that remote support is delivered efficiently and consistently, 24x7x365, with a focus on exceptional internal customer satisfaction. This role provides leadership and direction to IT Service Desk (ITSD) staff, ensuring incidents and requests are recorded, monitored, resolved, or escalated within established service levels. The Manager partners closely with cross-functional teams and the knowledge management team to maintain a robust knowledge base and continuously improve support processes, tools, and service quality.

• In-depth experience supervising or managing an enterprise IT Service Desk, providing full remote 24x7x365 IT desktop, application, and mobile device support in a fast paced environment.
• Ability to build strong relationships to support incident, problem, and change management, along with the associated analysis, planning, and control needed to maximize IT system availability.
• Ability to create, maintain, and ensure the accuracy of knowledge base content—including help files—to support faster, more thorough resolutions by analysts.
• Extensive experience with and technical knowledge of service desk software tools, including ACD, IVR, and various ITSM platforms (preferably Genesys Cloud and Service Now), as well as related tools.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, VPNs, and wireless technologies.

• Manage the day-to-day operations of the MTA Enterprise IT Service Desk, ensuring the delivery of reliable, responsive, and customer‑centric support services across all MTA agencies.
• Drive operational excellence by ensuring Service Desk performance consistently meets or exceeds established service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction targets, and operational objectives.
• Monitor Service Desk operations through real‑time dashboards, analytics, and workforce management tools to optimize staffing, productivity, service quality, and customer experience.
• Develop and continuously improve Service Desk operations by applying industry‑standard IT service management principles, service automation, knowledge management, and continual service improvement practices.
• Partner with Infrastructure, Cloud Services, Cybersecurity, Enterprise Applications, Network Operations, End User Computing, and other technology teams to coordinate service restoration, root cause analysis, problem management, and change implementation.
• Support the organization's IT modernization initiatives by leading the adoption and continuous enhancement of enterprise service management capabilities, including Service Now, intelligent automation, AI‑assisted support, self‑service portals,…