Note: This is NOT a Helpdesk/Desktop Support position. Hours for this position are from 9:30am to 5:30pm.

The Mayor's Office of Contract Services (MOCS) is a New York City oversight and service agency that manages procurement citywide, from planning and release of agency solicitations to payment of vendors. Annually, agencies procure billions in products and services from a diverse pool of vendors that represent various industries. MOCS therefore aims to ensure that the procurement process remains fair, transparent, efficient, and cost-effective.

MOCS makes it easier to do business through use of end-to-end technology tools, increases transparency by publication of enriched data and hosting public hearings, and strengthens procurement operations by providing direct assistance and resources to all stakeholders. MOCS also partners with agencies and vendors to identify areas for policy reform, resulting in ongoing process improvement to reduce administrative burdens and increase the positive impact of services on communities. The MOCS Director serves as the City Chief Procurement Officer.

MOCS team members operate in a collaborative, service-oriented environment, where flexibility and ability to achieve results are valued. All managers lead teams and/or lines of service, assuming increasing levels of responsibility for the organization’s success. Managers align daily operations to the agency’s strategic priorities, engage stakeholders in planning, and drive performance using well-defined success metrics, along with effective people and project management strategies (including but not limited to the assignment of work, maintenance of performance standards, maintaining baseline staff knowledge and professional development). MOCS maintains a lean staffing model, with managers both supervising and implementing tasks within or across areas of responsibility. All managers are expected to deliver timely and quality work products and services, participate in ongoing improvement activities, and proactively deepen their knowledge of procurement and government operations. Managers must serve as principal ambassadors for the organization and are expected to handle confidential matters, promote established priorities, deescalate conflict, and proactively escalate issues along with proposed solutions. Assistant Directors are front-line managers who oversee one or more areas of services and are accountable for the success of an assigned unit.

Note: This position requires the ability to be flexible with schedule to ensure coverage is available between the Service Desk hours of 8:00am-5:30pm and/or for overtime availability, only when necessary.

The Service Desk Unit is part of a central services and support group within the Technology Division at MOCS. The team is both responsible for ensuring that all MOCS stakeholders have access to the most current information and driving best practices related to sustainable knowledge acquisition and skills. The Service Desk operates as a central service and support team, responding to incoming inquiries, troubleshooting, technical support and onboarding of vendors to the city’s procurement technology platform, called PASSPort. Service Desk staff aim to provide clear, accurate and timely information to stakeholders, coordinating responses across various operational and technical teams, while documenting and partnering to resolve any issues which inhibit task completion or the overall success of critical initiatives. Service Desk Operations Managers, including Assistant Directors, are also responsible for the development of staff within the unit, ensuring that protocol and procedures are followed and aligned with the unit, agency, and city’s needs. The Managers are responsible for maintaining a collaborative environment for all peers.

Responsibilities include but are not limited to:
Train and onboard staff to ensure all can provide quality customer service on procurement, contracting and system related issues.
Strengthen staff knowledge of the procurement life cycle and the unique issues at each stage.
Manage daily team activities, including ticket management and escalations, setting goals for team members where needed and being a reliable resource and escalation point as part of Service Desk ticket management and resolution.
Being self-sufficient and resourceful in developing knowledge in all aspects of contracts and procurement, including financials & budgets, solicitations, and the city’s contracting and procurement platforms (i.e., PASSPort).
Troubleshoot issues by utilizing materials, research, creative thinking, and problem-solving skills.
Evaluate workloads and assign tasks to ensure timely and effective completion of activities and high priority items.
Evaluate performance and provide constructive feedback as part of development plan, while being able to identify learning gaps vs. areas that may need disciplinary action for team members.
Foster transparency, accountability, and collaboration through on-going trainings, refreshers, and unit meetings.
Quickly execute, analyze, and manage extracts, reports and details related to ticket data, with the ability to report out to senior managers and legal colleagues in urgent situations that require rapid turnaround times; with professionally laid out and accurate details.
Host team meetings, with the ability to be articulate and clear when sharing out information, track notes and action items, with consistent follow-through.
The ability to communicate with Associate Director when items are pressing; when there’s a need for self-improvement/development and provide ideas for staff growth.
Communicate with stakeholders using various platforms including email, MOCS ticketing system, phone and screensharing which includes integrating oneself in handling a load of tickets, when extra support is needed.
Assist team members with complex or novel issues, including stepping in to assist with difficult tasks or challenging system users and stakeholders.
Ability to manage a large team of staff members, managing day-to-day tasks, track performance and development, while ensuring they understand and follow procedures & protocols that are in place for the unit.
Stepping in for fellow co-managers when needed, including providing supervision for their direct reports, in addition to coverage for meetings and/or assigned hours.
With a certain level of independence, identify when issues should be escalated, ensuring to follow proper channels and chains of command.
Lead and host team meetings, with the ability to be articulate, track notes and action items, with consistent follow-through.
Ensure communication is consistent and directives are clear and concise between team members and Service Desk leadership.
Provide Quality Assurance for user interaction and categorical data in designated client services ticketing platforms, e.g. JIRA.
Propose updates to user resources for processes and systems such as PASSPort, while collaborating with MOCS peers to curate, develop, and update central knowledge base of all resources.
Contribute to the design and testing of system modifications and upgrades, providing useful feedback.
Develop templates, guides, and documentation that will help improve efficiency.
Create, design, and conduct presentations when necessary.
Participate in and contribute to various initiatives, identifying impacts to stakeholder experience.
Participate in occasional engagements with stakeholders for external events throughout the five boroughs.
Ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy, and change management.
Participate in and carryout special projects in a timely manner, as assigned.
Serve as project manager and liaison for various initiatives, as necessary, across the agency in support of the Service Desk unit.

RESEARCH PROJECTS COOR(MA)-MGR - 0527A

1. Do you have a baccalaureate degree from an accredited college or university?

2. Do you have an associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities?

3. Do you have a four-year high school diploma, or its educational equivalent approved by a state's Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question "2" above?

4. Do you have a satisfactory combination of education and/or experience equivalent to that described in questions "1," "2," and/or "3" 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.