Dept./Div: MTA Information Technology/Infrastructure
Agency: MTA Headquarters
Location: Jamaica, Queens/Lower Manhattan
Reports To: Lead Service Desk
Playing a vital role in the economy of New York State and Connecticut, the Metropolitan Transportation Authority (MTA), consists of the busiest commuter railroad, subway and bus systems in the nation, with an annual ridership of over 2.6 billion. The MTA is comprised of MTA Headquarters/Police and the following MTA Agencies: Long Island Railroad, Metro-North Railroad, NYC Transit, Bus, Bridges and Tunnels, and Capital Construction. This position is in the Infrastructure Division of the MTA Headquarters Information Technology (IT) Department.
The primary purpose of this position is to supervise the daily activities of MTA Service Desk personnel while providing senior level technology support. This position is responsible to ensure delivery of the highest level of customer service for internal MTA customers who require assistance with requests and issues.
Establish all daily work schedules and monitor the orderly work flow of all staff.
Supervise subordinate training, education and performance of Service Desk technical staff.
Supervise, control and monitor IT service requests and follow up with IT managers on status to ensure clients are being provided timely service.
Monitor operational systems for service interrupts and coordinate problem resolution with the appropriate resolver groups.
Supervise and handle calls for assistance and report on progress/status of problem resolution; and monitor progress to ensure problem and/or change is successfully addressed.
Supervise, monitor and follow-up on problem assignments/resolutions to ensure adherence to Service Level Agreements (SLA) to ensure clients are being serviced as agreed to, and timely.
Supervise and follow up on extended/outstanding problems for status from all areas of IT; update problem report and escalate to ensure a timely resolution.
Provide problem resolution assistance, direction, support, and training to Service Desk Technicians as required in the performance of duties.
Supervise, develop and main
Recent experience, and strong knowledge in, supporting, installing, maintaining and troubleshooting desktop resources including, but not limited to operating system software, MS Office suite, commercial off the shelf software, mainframe, mid-range, desktops, laptops, mobile devices, tablets, multi-function printers, internet technologies, remote access solutions and all commonly used desktop peripherals.
Ability to track, analyze and report on Service Desk ACD Performance goals.
Familiarity with ITIL practices
Must possess extensive knowledge and understanding of the MTA corporate and information systems environment, especially as it relates to critical 24x7 applications supporting MTA Operating Agencies.
Must possess excellent problem analysis and resolution skills.
Must possess a good working knowledge of PCs and peripheral devices, Windows OS, Word, Excel, MS Outlook Email, and LAN/WAN network communications, Service Now, IBM Smartcloud Service Desk software
Must be highly skilled in personal computer usage including Microsoft Office Suite (Word, Excel, Power Point Access).
Must possess a good understanding of data processing technology and terminology.
Must possess excellent oral/written communications skills with the ability to explain technical information in layman terms, excellent customer service orientation, human relations, and interpersonal skills.
Must be able to work holidays, nights and weekend hours as required.
Must be able to multi-task in a fast-paced environment.
Must demonstrate the ability to work effectively with all levels of company staff and management.
Advanced experience with troubleshooting and supporting technical issues both remotely and on-site using standard MTA IT tools and techniques.
Ability to learn and apply new technology.
Ability to read and understand schematic diagrams, technical manuals and documentation such that supported equipment and software can be maintained with minimal training.
Strong analytical skills.
Strong people skills.
Education and Experience
Bachelor’s degree in Computer Science, Information Technology or related discipline; or a minimum of 10 years’ years demonstrated related work experience in a large multi-platform Information Services environment.
Must possess a minimum of 7 years demonstrated related work experience in a large multi- platform Information Services environment maintaining and supporting a complex voice/data network environment.
This is a resume based position in the collective bargaining unit represented by the Transportation Communications Union (TCU) and will be governed by the terms of the associated TCU collective bargaining agreement for IT employees. As such, candidates selected for this position will be represented by TCU and be on MTA payroll. In addition, candidates selected may be required to work at any MTA Agency location.
As an employee of MTA Headquarters you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $97,448.00 (this figure is subject to change) per year or if the position is designated as a policy maker
MTA is an Equal Opportunity Employer.
To apply for MTA IT Supervisor - Service Desk opportunity and to view complete job details, please visit MTA’s employment site at www.mta.info/employment and select job ID#91261.
MTA is an Equal Opportunity Employer.
Internal Number: 91261
About MTA Headquarters
The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people in the 5,000-square-mile area fanning out from New York City through Long Island, southeastern New York State, and Connecticut.
It drives the New York regional economy by opening up countless job opportunities for millions – jobs that are miles from home are easy to get to with our subways, buses, and commuter trains. And after work, the network enables them to get to leisure activities: music, theater, cultural events, sports, and shopping more varied than anywhere in the country.
MTA subways, buses, and railroads provide 2.73 billion trips each year to New Yorkers – the equivalent of about one in every three users of mass transit in the United States and two-thirds of the nation's rail riders. MTA bridges and tunnels carry more than 297 million vehicles a year – more than any bridge and tunnel authority in the nation.