IT Service Manager

Description

Under the direction of the IT General Manager, Customer Service, the IT Service Manager is responsible for managing the external IT (TECNow) Service Desk, processing of TECNow requests, and maintaining knowledgebase articles for Service Desk and Admiral Hopper virtual assistant. The selected candidate will direct support staff and working collaboratively with technical leads and end-users in resolving and fulfilling tickets.

Responsibilities shall include but are not limited to:

• Manage the external TECNow Service Desk that provides customer support services for all Port Authority staff including review of tickets and Service Level Agreements (SLAs); handling of customer issues; and the validation of customer tickets that are determined to have SLA assessments.
• Provide emergency, VIP and 2nd level ticket support and follow-ups to ensure resolution.
• Participate/steer calls as required (major incident / new service implementation / requests processing)
• Act as TEC Customer Service escalation point for business client, business manager, and technology staff. Answer customer complaints and issues and perform some troubleshooting of desktop problems while aiding user. Maintain quality control, customer satisfaction and review new ways to improve and provide continual service improvement.
• Ensure processing of TECNow catalog Request Item (RITM) in a timely manner and within SLAs.

• Provide operational support to end-users on TECNow Request Item (RITM), i.e. onboarding / offboarding etc.
• Work with SAP/PeopleSoft staff to ensure the on-Boarding & Off-Boarding processes are accurately defined at the Service Desk.
• Manage daily operations and teams to ensure contract adherence, service level attainment, reporting requirements, and outstanding client issues are handled satisfaction.
• Maintain knowledgebase (KB) articles for Service Desk and Admiral Hopper virtual assistant.
• Oversee development and dissemination of help sheets, user guides, and FAQ lists for end users.
• Through ServiceNow, track agency aging tickets and develop and provide support groups reports to assist closing of TECNow aged tickets and RITMs.
• Participate in ServiceNow CMDB new service intake meeting to ensure support/escalation teams and KBs are established and documented.
• Contribute to escalated problem resolution with hands-on support when necessary.
• Create and maintain daily/weekly/monthly management and operational reports.
• Perform Hard Drive Chain of Custody tasks including validate drives, coordinate Iron Mountain pickup/drop, etc.
• Supply ordering via WB Mason and Amazon for Customer Service.
• Attest, validate and process invoice via Vendor Invoice Management (VIM) system on monthly basis, if required.
• Manage annual contractor and employee access review process.
• Manage annual summer intern onboarding process.
• Participate in departmental projects/initiatives when needed.

Qualifications:

• Bachelor's degree in computer science or related field preferred, or minimum of three work experience in IT service management or IT customer support
• Demonstrated leadership experience in customer services.
• Three or more years work experience with ServiceNow.
• Experience working with computer desktop packages such as Microsoft Office Suite.
• Demonstrated interpersonal, analytical, and problem-solving skills.

Desired:

• Experience working with information systems practices such as .
• Ability to lead the team to delivering world-class service to users.
• Demonstrated ability to work collaboratively, take initiative, establish plans, set priorities, multi-task and manage time in a high-pressure environment.
• Ability to present complex ideas in user-friendly language.
• Under the direction of the IT General Manager, Customer Service, the IT Service Manager is responsible for managing the external IT (TECNow) Service Desk, processing of TECNow requests, and maintaining knowledgebase articles for Service Desk and Admiral Hopper virtual assistant. The selected candidate will direct support staff and working collaboratively with technical leads and end-users in resolving and fulfilling tickets.

How to Apply:

Interested candidates should apply to this job by clicking on the "Apply Now" button and submitting a combined cover letter and resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications.

Only applicants under consideration will be contacted.

About The Port Authority:

Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency's network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than $23 billion in annual wages and $80 billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.

Equal Opportunity Employer

The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.