Director Helpdesk Facilities

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY of $95,051.

THESE POSITIONS ARE ONLY OPEN TO CANDIDATES WHO ARE PERMANENT (NOT PROVISIONAL) IN THE CIVIL SERVICE TITLE OF ADMINISTRATIVE STAFF ANALYST.

The Administration for Children’s Services (ACS) protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community supports. ACS manages community-based supports and foster care services and provides subsidized childcare vouchers. ACS child protection staff respond to allegations of child maltreatment. In juvenile justice, ACS oversees detention, placement, and programs for youth in the community.

The Division of Administration provides a wide range of support services throughout ACS to ensure all Divisions receive adequate and efficient support services to carry out their respective missions. The Division of Administration (Admin) employs approximately 463 public employees. Admin manages a Personnel Services (PS) Budget of approximately $29M and an Other Than Personnel Services (OTPS) Budget (OTPS) of $140M. It provides services including building maintenance, real estate, design, construction management, facilities and custodial services, occupational safety and health, operational support, security, transportation, and print production.

The Office of Real Estate, Design, and Construction, Facilities Management (RED+CFM) provides a functional and safe work environment for all ACS staff. RED+CFM is responsible for the design and construction management projects of all ACS locations, which include over 43 administrative offices throughout the five boroughs, and the Nicholas Scoppetta Children’s Center (NSCC). RED+CFM also ensures adequate and safe working environments for staff and clients at ACS administrative offices, the juvenile facilities and the NSCC, and utilizes the Trades Shop to complete work requests by all ACS divisions.

Administration for Children’s Services Division of Administration, Office of Real Estate, Design + Construction & Facilities Management is seeking a Director of the Facilities Helpdesk with strong customer service skills and exceptional organizational abilities to oversee and manage the day-to-day maintenance and operational activities within administrative office locations.


Director of the facilities helpdesk will be supporting 7,000 employees throughout the ACS agency at various locations. The position requires a keen attention to detail and consistent anticipation, planning and following up on work requests. Utilize time and resources effectively to plan for projects and conduct daily office maintenance operations.

RESPONSIBILITIES

Selected candidate will be responsible for supervising held desk support staff, while reporting to the leadership in the office of Real Estate Design + Construction and Facilities Management. The duties will include but not limited to the following:

- Manage the Helpdesk incoming requests and issues via phone, walk-in and ticketing portal.
- Coordinate the assignment of work orders ensuring resolution in appropriate timeframes and follow up with critical stake holders in person, call or e-mail in a courteous manner.
- Serve as the primary point of contact for all facilities-related inquiries and escalation, both internally and externally.
- Liaising with the building management personnel, landlords, office managers and ticket submitters while following up to ensure timely resolution of work orders.
- Challenging circumstances will necessitate direct engagement with landlord or their proxies or escalate concerns to Lease Management with persistent issues or unresponsiveness.
- Compile work order spreadsheets and conduct weekly Helpdesk meetings dedicated to work orders. Follow up promptly on the status of work order entries.
- Monitor and analyze helpdesk metrics to identify trends, track performance, and make data driven decisions, using reporting systems, to improve service delivery.
- Oversee and manage internal staff relocations, coordinate work items, and prepare office space and locations in advance of scheduled moves.
- Support implementation of relocations and tasks involved with employee re-location including, the provision of boxes, name plate cuts, issuing of keys, stall location signs provided, garbage receptacle delivery, packing stock rooms and delivering boxes to designated locations.
- Collaborate with other departments, including maintenance, security, and custodian, to ensure seamless coordination of facilities services and work orders resolution.
- Responsible for developing performance plans, conduct coaching sessions and manage disciplinary discussions with staff including documentation, as needed.
- Manage the allocation of overtime assignments, assess the necessity for overtime, review timesheets for accuracy and authorization, and provide approval. Additionally, oversee staff time and leave through “Citytime” to maintain adequate coverage.
- Conduct routine site visits to various locations within the divisions portfolio to ensure quality assurance.


ADDITIONAL INFORMATION:

Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report.

TO APPLY:

- Please go to www.cityjobs.nyc.gov or www.nyc.gov/ess for current NYC employees and search for Job ID # 689518.
- NO PHONE CALLS, FAXES OR PERSONAL INQUIRIES PERMITTED.
- NOTE: ONLY CANDIDATES UNDER CONSIDERATION WILL BE CONTACTED.

1. A master's degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a closely related field, and two years of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area. 18 months of this experience must have been in an executive, managerial, administrative or supervisory capacity. Supervision must have included supervising staff performing professional work in the areas described above; or
2. A baccalaureate degree from an accredited college and four years of professional experience in the areas described in "1" above, including the 18 months of executive, managerial, administrative or supervisory experience, 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.