Deputy Chief Information Officer - IT Operations - job 2 of 3

NOTE: This position is open only to current City of New York employees serving in a permanent Civil Service title of Computer Operations Manager or Computer Systems Manager; or, those who are currently reachable on the open competitive civil service list for Computer Operations Manager or promotional civil service list for Computer Systems Manager civil service 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 civil service exam for Computer Operations Manager title or promotional list for Computer Systems Manager title on your resume and cover letter.

Qualified persons with a disability who are eligible for the 55-a Program are also eligible to apply. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

The New York City Comptroller’s Office works to promote the financial health, integrity, and effectiveness of New York City government, in order to strengthen trust, secure a thriving future for all New Yorkers, and build a more just, equitable, and resilient city. Led by an independently elected citywide official, the comptroller’s office provides checks and balances needed to hold City government accountable for budgeting wisely, investing responsibly, operating efficiently, acting fairly, living up to its obligations and promises, and paying attention to the long-term challenges we face together.

The Office of the Comptroller’s Bureau of Information Systems provides a full range of technology support services for key business functions and Charter mandated responsibilities of the Comptroller’s Office. These services include technology strategic planning, web site development, graphic design, disaster recovery, systems development, network administration, audio/visual services, business process re-engineering, change management, program management, security administration, service desk, computer operations, telecommunications, and document management.

The Deputy Chief Information Officer (DCIO) for IT Operations is a critical leadership role responsible for the oversight and management of core IT operations within the organization. Under the direction of the Assistant Comptroller of IT Operations, this position is instrumental in ensuring the delivery of reliable, efficient, and secure IT services that support the agency’s mission and objectives. Tasks include, but are not limited to, the following:

- Strategic Leadership with Customer Focus: Develop and execute the IT operations strategy, ensuring alignment with overall IT and organizational goals while prioritizing a customer-centric approach in all service delivery aspects.

- Customer-Centric Operational Excellence: Oversee the day-to-day operations of the Help Desk, Windows System Administration, and DevOps teams, with a strong emphasis on delivering exceptional customer service and achieving optimal performance.

- Service Management for Customer Satisfaction: Implement and maintain robust IT service management frameworks (e.g., ITIL) to optimize service delivery, incident management, problem resolution, and change management processes, focusing on maximizing customer satisfaction and minimizing disruption.

- Reliable Infrastructure Management with End-User Focus: Manage the organization’s Windows infrastructure, including servers, workstations, and applications, ensuring system health, security, and performance with a keen awareness of the impact on end-users and their productivity.

- DevOps Integration for Enhanced Customer Value: Foster a DevOps culture and collaborate with development teams to streamline software delivery and infrastructure management, ultimately leading to faster delivery of valuable and reliable services for our customers.

- Performance Management Driven by Service Quality: Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure IT operations effectiveness, with a significant focus on metrics that reflect the quality of service delivered to end-users and identify areas for improvement in the customer experience.

- Risk Management with a Focus on Service Continuity: Identify, assess, and mitigate IT operational risks to protect the organization's data, systems, and infrastructure, ensuring the continuity of critical services that our customers rely on.

- Team Development for Customer Advocacy: Build and lead a high-performing IT operations team, fostering a culture of innovation, continuous improvement, and a strong commitment to providing excellent customer service.

- Vendor Management Focused on Service Partnerships: Manage relationships with IT vendors and service providers, ensuring optimal performance and cost-effectiveness in a way that ultimately benefits the services provided to our internal customers.

- Compliance with Service Standards: Ensure adherence to all relevant IT policies, procedures, and regulatory requirements, maintaining a stable and reliable environment for our users.

QUALIFICATIONS/SKILLS REQUIREMENTS: This position is open only to current City of New York employees serving in a permanent Civil Service title of Computer Operations Manager or Computer Systems Manager; or, those who are currently reachable on the open competitive civil service list for Computer Operations Manager and/or promotional civil service list for Computer Systems Manager civil service 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 civil service exam for Computer Operations Manager title or promotional list for Computer Systems Manager title on your resume and cover letter.

COMPUTER OPERATIONS MANAGER (S - 10074

1. Six (6) years of progressively responsible full-time paid experience supervising or administering computer operations involving a large-scale mainframe, network, or multi-tier computer environment at least 18 months of which shall have been in an administrative, managerial or executive capacity.

2. A baccalaureate degree from an accredited college or university may be substituted for a maximum of two (2) years of general experience described above. In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of general experience described above on the basis of 30 semester credits for six (6) months of experience.

3. A master’s degree in Computer Science, Computer Engineering, Electrical Engineering, Business Administration, Public Administration or Management of Administration may be substituted for a maximum of one (1) year of general experience described above. In the absence of a master's degree, graduate credits in Computer Science, Computer Engineering, Electrical Engineering, Business Administration, Public Administration or Management of Administration may be substituted for a maximum of one (1) year of the general experience on the basis of 30 graduate semester credits for one (1) year of experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, or executive capacity.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.