Director of User Support

FISA-OPA is recruiting for a Director of User Support to manage the FISA-OPA User Support Center, which includes both the HR/Payroll and FMS/PIP Help Desks. Under the supervision of the Assistant Executive Director for Agency Operations, the Director of User Support will manage a team of help desk staff who field inquiries from City employees and vendors on major Citywide applications including: Payroll Management System (PMS), Payroll Information Administration (Pi), CityTime, City Human Resources Management System (CHRMS), Workers Compensation System (WCS), Reports Management Distribution System (RMDS), Payee Information Portal (PIP), FMS2 (Financial Management System), and FMS3.
Primary responsibilities of the position include but are not limited to:

- Provide leadership for a team of directors, deputy directors, supervisors, analysts and agents in the day-to-day operations of the User Support Center, performing ongoing development of staff knowledge and expertise
- Manage the User Support area of the Finesse Interactive Voice Response (IVR) by working with other FISA-OPA Units and the Office of Technology and Innovation (OTI) to maintain and update the system as required
- Monitor the User Support egain reporting call metrics and apply analysis to optimize call center efficiency and enhance customer experience
- Review incident reports resulting from user programmatic problems, and liaise with agency administrators when necessary to provide problem-resolution services
- Assist in the enhancement of Citywide applications, acting as a liaison between the technical team and the end users.
- Participate in training and preparing Help Desk staff to support new systems and new functionality
- Facilitate cross training of Help Desk staff
- Participate in the communication process for end users, working with business owners to disseminate information appropriately

Preferred Skills:
- Supervisory and/or leadership experience within a help desk or call center operation
- Exceptional oral, written and interpersonal communication skills
- Knowledge of City systems including PMS, Pi, CityTime, CHRMS, WCS, FMS and other systems supported by the unit
- Familiarity with City Timekeeping, Payroll, Personnel, Labor, and Financial regulations and practices
- Knowledge of BMC Remedy software – ticketing system
- Technical understanding of telecommunications systems, IVR and IVR Reporting systems
- Proficiency in Microsoft Office Excel, Word, Access and PowerPoint

Additional Information

P30

To Apply

Applicants may visit the Jobs NYC website: www.nyc.gov/jobs and apply to Job ID: 711101. While all complete applications will be given consideration, only candidates selected for an interview will be contacted.

The City of New York offers a comprehensive set of benefits and programs to employees, including health insurance, pension plan, Deferred Compensation Plan (with 457, 401K and Roth IRA options), pre-tax Commuter Benefit program, pre-tax Flexible Spending Accounts programs and more. Additional benefits such as prescription drug coverage, dental benefits, vision care benefits and more are also available through CWA 1180, the union that represents employees in this title.

Hours/Shift

35 hours Weekly/Day.

Work Location

5 Manhattan West, NY, NY

ADM MANAGER-NON-MGRL FRM M1/M2 - 1002C

1. A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
3. A four-year high school diploma or its educational equivalent and six years of
satisfactory, full-time progressively responsible experience as described in "1"
above, 18 months of which must have been in an administrative, managerial,
executive or supervisory capacity. The supervisory work must have been in the
supervision of staff performing clerical/administrative work of more than
moderate difficulty; or
4. Education and/or experience equivalent to "1", "2" or "3" above. However, all
candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above
the high school level may be substituted for the general clerical/administrative
experience (but not for the administrative, managerial, executive or supervisory
experience described in "1", "2" or "3" above) at a rate of 30 semester credits
from an accredited college for 6 months of experience up to a maximum of 3½
years.

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.