What are the responsibilities and job description for the Director of User Support position at City of New York?
The NYC Financial Information Services AgencyOffice of Payroll Administration (FISAOPA) is recruiting for a Director of User Support to manage the FISAOPA 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 Director of User Support include but are not limited to :
Providing leadership for a team of directors deputy directors supervisors analysts and agents in the daytoday operations of the User Support Center performing ongoing development of staff knowledge and expertise.
Managing the User Support area of the Finesse Interactive Voice Response (IVR) by working with other FISAOPA units and the Office of Technology and Innovation (OTI) to maintain and update the system as required.
Monitoring the User Support egain reporting call metrics and apply analysis to optimize call center efficiency and enhance customer experience.
Reviewing incident reports resulting from user programmatic problems and liaise with agency administrators when necessary to provide problemresolution services.
Assisting in the enhancement of Citywide applications acting as a liaison between the technical team and the end users.
Participating in training and preparing Help Desk staff to support new systems and new functionality.
Facilitating cross training of Help Desk staff.
Participating 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
Must currently be a City employee who is permanent in the title of Administrative Staff Analyst or a comparable title.
Additional Information :
O025
To Apply :
Applicants may visit the Jobs NYC website : and apply to Job ID : 700742. While all complete applications will be given consideration only candidates selected for an interview will be contacted.
Hours / Shift :
35 hours weekly / Day
Work Location :
5 Manhattan West New York NY
Qualifications :
1. A masters 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 fulltime 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.
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 individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.
Remote Work : Employment Type :
Fulltime
Key Skills
Crisis Management,Marketing,Public Relations,Fundraising,Media Relations,Constant Contact,Strategic Planning,Social Media Management,Team Management,Public Speaking,Wordpress,Writing Skills
Vacancy : 1
