IT Service Operations Manager

About TRS
Since 1917, the Teachers’ Retirement System of the City of New York (TRS) has been securing better futures for NYC educators. With a pension fund valued at approximately $120 billion, TRS serves over 215,000 members, providing them with retirement, disability, and death benefit services.

Position Summary
TRS is seeking an innovative Service Operations Manager to lead our IT Service Management (ITSM) initiatives and ensure the seamless operation of critical systems and services. This is an exciting opportunity for a skilled professional to oversee daily technical operations, drive continuous improvement, and support our mission critical technology infrastructure.

Reporting to the IT Operations Deputy Director, key duties and responsibilities include, but are not limited to:

System Monitoring & Incident Management:
- Monitor the performance and health of desktop devices, peripheral systems, business-critical applications, file transmissions, and scheduled tasks.
- Use monitoring tools and a ticket management system to identify irregularities, failures, or performance issues.
- Respond to alerts, triage incidents, and ensure timely escalation and resolution throughout the incident lifecycle.

Technical Team Leadership & Service Delivery:
- Supervise and guide the technical team responsible for day-to-day support, maintenance, and implementation of enterprise-level services.
- Ensure tasks like system updates, patches, upgrades, and configurations are prioritized and managed effectively.
- Optimize workflows to enhance service delivery and operational efficiency, ensuring alignment with organizational priorities.
- Provide ongoing coaching to improve technical expertise and foster a proactive support culture.

Continuous Improvement:
- Identify opportunities to improve IT infrastructure and processes, focusing on uptime, scalability, and operational efficiency.
- Drive both manual and automated process improvements to optimize performance and reliability.

Leadership & Coordination of SOC Activities:
- Lead and mentor the SOC team to resolve incidents and fulfill user requests effectively.
- Serve as a Subject Matter Expert (SME) for escalated technical issues and complex incident resolution.IT Asset Management (ITAM) Compliance:
- Ensure accurate IT Asset Management records, achieving a minimum of 98% accuracy in Hardware Asset Management (HAM) and Software Asset Management (SAM).
- Maintain compliance with operational requirements, including licensing and device counts.

Process Development & Governance:
- Collaborate with process managers to review and update IT policies, processes, and procedures.
- Ensure operational procedures align with best practices and are consistently followed.
- Lead the development of Service Level Agreements (SLAs) to ensure effective service delivery.

Knowledge Management & Documentation:
- Develop and maintain user guides, knowledge articles, and FAQs for IT systems and business-critical applications (e.g., ASPEN/UPS).
- Ensure resources are regularly updated and accessible to end-users.
- Drive the creation of a comprehensive knowledge base to support organizational learning and efficient issue resolution.

COMPUTER SYSTEMS MANAGER - 10050

1. A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or

2. A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

3. A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

4. A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above.

In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in "1" above.

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.