The New York Foundling (the "Foundling") is one of the oldest, largest and most well-respected human services agencies in New York. Established as a home for abandoned children, the Foundling has been saving children, preserving families, and building communities since 1869. The Foundling's focus is on child welfare and the developmentally disabled and creating a community where each child, youth and adult enjoys the safe, stable and support relationships needed to reach his or her full physical, emotional, intellectual and spiritual potential. We have over 1300 employees located in every borough of New York City, Westchester and Rockland Counties and in Puerto Rico.

For the position of Manager of IT Enterprise Systems, the New York Foundling is searching for a skilled and enthusiastic IT professional with some supervisory experience. Candidate should aspire to enhance their already proven technical skills and desire the opportunity for leadership development under the guidance of the CIO in a highly collaborative environment. If you have achieved a technical plateau and are ready to develop your team building and mentoring abilities in a track with executive training – this position may be the right fit for you!

The Manager of IT Service Desk, under the leadership of the Manager of IT Enterprise Systems, is an integral member of the ITS Management team providing professional and friendly service desk support to both local and remote users consistently with the goal of first contact resolution.

· Responds to walkups, fields email and portal requests, collects information, logs tickets, and documents requests with pertinent data within the ITSM platform ServiceNow.

· Works with IT Services support staff on incident resolutions, and routes/escalates major incidents to IT Leadership and appropriate partners quickly and clearly.

· Contributes to Service Desk objectives by giving in-person, hands-on support to end users when necessary

· Develops Service Level Agreements to set expectations\measure performance and workable frameworks for managing and improving customer IT support in the organization.

· Troubleshoots issues and determines the underlying problem and recommend proper solution.

· Follows up with end users to ensure that they are satisfied with the service they’ve received.

· Evaluates reports/dashboards and analyzes trends for ways to prevent future problems and collects feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.

· Identifies process integration, automation opportunities and tools.

· Maintains the documentation & knowledge articles that support IT Services’ processes and end user self-service opportunities

· Maintains[SVA1][AW2]knowledge base of Applications and Applications Owners.

· Assists with Vendor Budgeting & Cost Management.

· Advise[SVA3][AW4]management on situations that may require additional client support or escalation.

· Report on relevant KPI’s to evaluate the service desk effectiveness.

· Determine root cause of issues and communicate appropriately to internal and external customers.

· Coordinate planned changes or releases and ensure the service desk staff has the information, access and resources required to support change and release management in the IT environment.

· Assists in training and mentoring service desk staff to foster positive end-user relationships and drive customer satisfaction.

o Organizational Expectations include:

o Regular and punctual time and attendance, and adherence to The Foundling’s and the IT Services department’s specific time and attendance policies and protocol.

o Consistent demonstrated commitment to The Foundling’s BHAG, mission, vision and values (Compassion, Dignity, Family and Community, Diversity, Excellence).

o Adherence to The Foundling’s employee policies, Code of Conduct and applicable rules, laws, regulations or bargaining agreements.

o Any other duties and/or tasks that may be assigned.

· Education and/or Experience Expectations:

o Bachelors degree from an accredited university

o Minimum 3 years related experience in IT support environment with 5+ years preferred

o Basic experience with ITIL-based Incident, Problem, Change & Release Management processes, and/or previous systems engineering/IT service desk experience in a highly matrixed, technology-centric business highly desired[SVA3][AW4].

o Team supervisory experience preferred

· Certificates, Licenses and Registrations:

o Information Technology Infrastructure Library (ITIL) certification preferred

Job Type: Full-time

Pay: $76,000.00 - $86,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Overtime

Application Question(s):

• NYF Foundling requires all staff to be fully Covid vaccinated. Please confirm if you are fully vaccinated.
• Do you have a background in background in ITIL-based Incident?
• Do you have experience in IT support experience?

Education:

• Bachelor's (Required)

Experience:

• IT Service Desk: 3 years (Preferred)

Work Location: One location

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