Project Coordinator - Desktop Support NYC Manager

Duties Description Under the direction of the Director of Client Services (Manager Information Technology Services 2, SG-29,) the Project Coordinator, NS, will serve as the Desktop Support NYC Manager and will lead a multi-disciplinary team (Desktop Support, Mobile Device Support, Software Support, Asset Management) to improve overall service delivery and technology upgrade efforts at the 28 Liberty office in New York City. The manager will establish Service Level Agreements/Service Level Objectives, Key Performance Indicators, updated Standard Operation Procedures and build out a reporting, review and improvement plan to achieve measurable outcomes. Lead the Desktop Support NYC and Mobile Device Support teams to oversee the day-to-day operations and improve the overall quality of client services offered to the OAG’s attorneys, investigators and other staff located at the 28 Liberty office. Review and update existing ticket management, asset management, change management and other internal SOP’s to identify pain points and areas for improvement. Define, recommend and implement service level agreements (SLA’s), service level objectives (SLO’s) and key performance indicators (KPI’s) for 2nd and 3rd level hardware, software and mobile support staff. Work with management to set target timebound service delivery metric improvement goals based on defined KPI’s, including customer satisfaction and ticket resolution time. Build custom ticket dashboard reports and review regularly with staff and management to identify and highlight trends, improvements and potential issues. Work closely with the Director of Client Services to assist with leading large-scale statewide project rollouts, including Technology Refresh and iPhone upgrades as well as in person support for enterprise-wide software and service upgrade deployments. Coordinate with the PMO, I&O and ASB teams to define project requirements, deployment schedule and staff responsibilities. Provide in-office and remote support directly to the AG and Executive support staff. Coordinate meeting and event support at 28 Liberty, including providing requested hardware/software, supporting the in-room A/V equipment and assigning in-person staff assistance as needed. Meet regularly with team members to review the open ticket queue and assign out open requests to ensure proper prioritization, thorough documentation and timely resolution; ensure shipped/delivered equipment, new user setups and VIP/Executive requests are fulfilled in a timely manner. Manage the Verizon mobile billing account to ensure usage charges are in line with expectations, unused lines are regularly reviewed and deactivated as needed and international travel requests are fulfilled in a timely manner. Manage the organization of downstate inventory and asset assignments. Ensure that IT workspace and storage areas are kept in an organized, labeled, secured and manageable state. Participate in the procurement of equipment and software as well as warranty and license renewals and submit purchase request recommendations. Work closely with outside vendors, Admin Services and the Warehouse team to coordinate hardware deliveries, moves, surplus/e-waste pickup and make decisions for equipment and storage space organization and labeling. Oversee multiple teams of subordinate staff, regularly conduct personnel evaluations and coach and support team members to help them meet departmental goals. Other duties as assigned. Minimum Qualifications Nine years of experience in large project/program management, business and IT strategy, budget, procurement and technical delivery with stakeholders. At least two years of experience must be at a managerial level. Substitutions: An associate’s degree may substitute for two years of specialized experience; bachelor's degree may substitute for four years of specialized experience; master's degree may substitute for five years of specialized experience; J.D…

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