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Service Manager

Job Description

The Service Manager will oversee the administrative support functions within the borough office, including but not limited to Application Processing, Certificate of Occupancy/Application Sign-Off, Cashier, Records Processing, Plan Examination appointment scheduling, DOBNOW, Application Processing in Business Information System (BIS), SharePoint and any other relevant databases.

The Service Manager will report to the Borough Director and support the Chief Plan Examiner (CPE) by performing the following functions:
- Implementing borough program goals as interpreted by the Associate Commissioner of Borough Operations and Senior Leadership. Articulating these goals to staff and ensuring that staff adheres to these goals.
- Communicating potential issues in a timely manner to the Borough Director.
- Identifying areas of improvement and assisting in the development of recommendations for improvement and requirements for implementation of changes.
- Providing supervision of area’s supervisors.
- Ensuring cross training in all operations areas and identifying training needs for staff.
- Providing immediate and hands-on customer service.
- Intervening on behalf of staff to handle difficult customer service inquiries.
- Identifying staffing needs and evaluations unit’s work progress through review of daily and other routine reports.
- Managing unit’s administrative resources and allocation in response to service level needs.
- Preparing and utilizing analytical reports.
- Assisting in coordination of implementation efforts for his/her units.
- Providing high level administrative support for Borough Director, Chief Plan Examiner, Borough Commissioner's Office, and Associate Commissioner of Borough Operations on an as needed basis.
- Perform data entry transactions which includes DOBNOW, Application Processing in Business Information System (BIS), SharePoint and any relevant databases.

The Department has Borough Operations units in all 5 boroughs. Unit assignment and work location are based on operational need. Transfers may occur at any time with sufficient notice.

Civil Service Status:
Due to the existence of an Administrative Manager promotion list, the Department of Buildings is unable to transfer an Administrative Manager from another agency or hire from the open competitive list. As such, only permanent Administrative Managers at the Department of Buildings, applicants who are reachable on Administrative Manager Promotion List for the Department of the Buildings, and applicants as indicated below will be considered.

Minimum Salary:
The minimum salary applicable to a candidate may vary by contractual provisions, including different rates for each year of service within Administrative Manager NM L2. For example, the incumbent rate for first year in the level is $85,842 and for after ten years in the level is $96,725.

To Apply:
Visit Jobs NYC (cityjobs.nyc.gov) to view and apply for available positions. Search by agency (Department of Buildings), keywords, or for the specific Job ID #.

NOTE: ONLY THOSE CANDIDATES UNDER CONSIDERATION WILL BE CONTACTED.

REMOTE WORK:
This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program.

Qualifications

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.

Additional Information

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.

Average salary estimate

$91283.5 / YEARLY (est.)
min
max
$85842K
$96725K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Service Manager, City of New York

Are you ready to take charge in a pivotal role at the heart of urban administration? As a Service Manager for the Department of Buildings in New York, NY, you'll be the backbone of our borough office, ensuring smooth operations and stellar customer service. From managing application processing and certificate sign-offs to coordinating staff training and resource allocation, your day will be varied and engaging. You'll work closely with the Borough Director and assist the Chief Plan Examiner, making your input crucial for achieving our program goals. Your excellent communication skills will shine as you relay potential issues and drive improvements, while providing hands-on support for our staff and customers. This role isn't just about oversight; it's about leadership, as you'll mentor supervisors and ensure that our diverse team is well-equipped and trained for their tasks. If you're looking for a fulfilling position where you're empowered to make changes and positively impact your community, then the Service Manager position at the Department of Buildings is for you. Join us in our commitment to fostering an inclusive environment and delivering high-quality service to the residents of New York. Plus, who doesn’t want the potential for remote work two days a week? If you’re ready to step into a key position and make things happen, apply today and be part of a dynamic team dedicated to improvement and effectiveness!

Frequently Asked Questions (FAQs) for Service Manager Role at City of New York
What are the responsibilities of the Service Manager at the Department of Buildings in New York?

The responsibilities of the Service Manager at the Department of Buildings in New York include overseeing administrative support functions, implementing borough program goals, handling customer service inquiries, and managing staff training needs. Additionally, you will supervise area supervisors, prepare analytical reports, and coordinate various implementation efforts, ensuring that all operations align with the department's objectives.

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What qualifications are required to become a Service Manager at the Department of Buildings in New York?

To qualify for the Service Manager position at the Department of Buildings in New York, candidates must have a baccalaureate degree with four years of relevant experience, including 18 months in a supervisory capacity, or an associate degree with five years of experience, or a high school diploma with six years of relevant experience. It's necessary to possess the required administrative, managerial, or supervisory experience, ensuring competence in this pivotal role.

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Is remote work an option for the Service Manager position at the Department of Buildings in New York?

Yes, the Service Manager position at the Department of Buildings in New York may allow for remote work up to two days a week, as part of the Remote Work Pilot Program. This flexibility is designed to create a balanced work environment for our employees, promoting productivity and job satisfaction.

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What is the starting salary for a Service Manager at the Department of Buildings in New York?

The starting salary for the Service Manager position at the Department of Buildings in New York varies based on experience. For instance, the incumbent rate for the first year is $85,842, which increases significantly with tenure, reaching $96,725 after ten years. The salary structure is designed to recognize and reward long-term commitment and performance within the department.

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What does the application process look like for a Service Manager position at the Department of Buildings in New York?

To apply for the Service Manager position at the Department of Buildings in New York, candidates should visit the official Jobs NYC site and search by agency, keywords, or specific Job ID. The application process will consider only those candidates under serious consideration, encouraging a streamlined approach to hiring top talent in the administrative field.

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Common Interview Questions for Service Manager
Can you describe your experience in managing administrative operations as a Service Manager?

When answering this question, highlight specific instances where you've overseen administrative tasks, detailing your decision-making process and the impact of your management. Use examples that showcase your leadership abilities and any improvements you implemented in administrative efficiency.

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How do you prioritize tasks and manage a diverse team effectively as a Service Manager?

Discuss your approach to prioritizing tasks based on urgency and importance. You might want to include strategies like delegation, communication, and regular check-ins to ensure each team member is supported and clear on their responsibilities.

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What methods do you use to ensure high-quality customer service as a Service Manager?

Explain your focus on training and quality assurance, perhaps citing customer service metrics you’ve developed or tracked. Illustrate your problem-solving skills with examples of difficult customer service situations you navigated successfully.

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Can you provide an example of how you've identified areas for improvement within an administrative system?

Share a specific instance where you recognized a workflow issue or bottleneck, and explain how you gathered data, made recommendations, and implemented changes that resulted in improved efficiency or service delivery.

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How do you handle conflicts between staff members in a leadership role?

Discuss your conflict resolution approach, emphasizing active listening, mediation techniques, and striving for a resolution that respects all parties involved. Highlight your belief in promoting teamwork and collaboration within your team.

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What strategies do you use to communicate program goals to your team?

Outline the methods you use to communicate clearly and effectively, such as regular team meetings, written updates, and utilizing visual aids. Also, consider discussing how you ensure feedback mechanisms are in place to assess understanding.

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What software tools are you familiar with that could benefit your role as a Service Manager?

Mention relevant software tools you’ve used in administrative or managerial functions, such as project management tools, data entry systems, or customer relationship management software. Emphasize your ability to quickly learn and adapt to new technologies as well.

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How do you stay motivated and inspire your team as a Service Manager?

Share your techniques for staying motivated, such as setting personal goals or seeking professional development. Discuss how you inspire your team through recognition, encouragement, and sharing the bigger picture of their work's impact.

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What do you believe are the most important qualities for a Service Manager in the Department of Buildings?

Articulate qualities such as strong leadership, excellent communication, problem-solving skills, and an unwavering commitment to customer service. Sharing personal attributes with concrete examples will strengthen your response.

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Why are you interested in the Service Manager position at the Department of Buildings?

Use this opportunity to express your passion for public service and the unique challenges and opportunities this role presents. Align your answer with your career goals and how they form a perfect match with what the Department of Buildings stands for.

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Our Mission To work to eliminate ageism and ensure the dignity and quality-of-life of New York City’s diverse older adults, and for the support of their caregivers through service, advocacy, and education. Strategic Goals To foster independence...

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EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
January 23, 2025

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