Proposed Salary Range$117,000.00 – $132,000.00 (Annual)
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 fast-paced, 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, 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. Associate Directors function as members of the agency’s senior staff, guide the agency’s overall direction, share responsibility for coordinating joint projects with peers, have significant latitude for decision-making within divisions, and contribute to initiatives of agency or citywide significance.
The MOCS Service Desk Operations unit is part of the Information Technology division at MOCS. The unit is responsible for ensuring that all MOCS stakeholders have access to the most current information related to the systems and processes the agency oversees. Unit staff respond to incoming inquiries, screen and onboard vendors to technology platforms, and help to keep learning resources current. Staff must provide clear, accurate and timely information to stakeholders, coordinating across various operational and technical teams, and working to resolve any issues which inhibit task completion or the overall success of critical initiatives.
Under direction of the Chief Information Officer, with great latitude to exercise of independent judgment, the Associate Director – Service Desk Operations will be responsible for:
• leading the central support team, assuming responsibility for its two (2) major workstreams (help desk and vendor management services) and primarily enabling effective use of HHS Accelerator and PASSPort;
• collaborating with business and learning management leads to translate policies and procedural guidance into clear and actionable information for stakeholders;
• documenting and translating client feedback into recommendations which ensure efficient provision of information and ongoing improvement of technical platforms and business operations;
• monitoring operational data such as service levels, response times, client outcomes and quality ratings, producing executive reports and implementing quality improvement activities as needed;
• training and coaching direct reports and unit staff; and
• participating in special projects, as assigned.
Minimum Qual Requirements
1. Graduation from an accredited college with a baccalaureate degree; or
2. Graduation from an accredited community college plus two years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities; or
3. A four year high school diploma or its educational equivalent plus four years of experience as described in “2” above; or
4. A satisfactory equivalent combination of education and experience
• Meet deadlines and work independently while paying close attention to details;
• Establish relationships quickly and maximize positive team dynamics;
• Succinctly and effectively communicate verbally and in writing;
• Distill complex material, present information and make actionable recommendations;
• Analyze data and summarize research to lead ongoing improvement in operations and service;
• Define job responsibilities, screen, interview and train staff;
• Supervise, coach and structure ongoing professional development for individuals and teams;
• Facilitate ongoing intra- and inter unit knowledge sharing, team-building and collaboration;
• Convene cross-functional teams for planning or coordination activities;
• Liaise with administrative teams to address human resources or other operational matters;
• Maintain and update knowledge base, records and protocols;
• Represent MOCS in executive forums, conveying priorities and capturing stakeholder feedback;
• Juggle multiple priorities, adjusting subtasks and timelines to ensure goals are met; and
• Serve as project manager for various initiatives, as necessary.
**As of August 2, 2021, all new hires must be vaccinated against the COVID-19 virus, unless they have been granted a reasonable accommodation for religion or disability. If you are offered city employment, this requirement must be met by your date of hire, unless a reasonable accommodation for exemption is received and approved by the hiring agency.**
The U.S. Department of Education provides student loan forgiveness through the Public Service Loan Forgiveness Program (PSLFP) to qualifying public service employees. As an employee of the City of New York, you may be eligible for loan forgiveness should you meet the program’s eligibility requirements. For additional information on PSLFP, please visit https://studentaid.ed.gov/sa/repay-loans/forgiveness-cancellation/public-service.
External Applicants, please go to www.nyc.gov/jobs and search for Job ID#: 466556.
Current City Employees, please go to www.nyc.gov/ess and search for Job ID#: 466556.
Mayor’s Office of Contract Services is an equal opportunity employer. Mayor’s Office of Contract Services recognizes the unique skills and strengths gained through military service. Veterans and service members of the U.S. Armed Forces are strongly encouraged to apply. Special accommodations provided to applicants with disabilities. Please contact MOCS Disability Service Facilitator at email@example.com or 212-298-0734 only to request an accommodation. No other phone calls or personal inquiries permitted.
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255 Greenwich Street NY, NY 10007
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