Senior Director, IT Operations

ABOUT THE OFFICE:
The Mayor’s Office of Criminal Justice advises the Mayor of the City of New York on criminal justice policy and develops strategies, in partnership with agencies, community-based organizations, and other stakeholders, to reduce crime and incarceration, promote fairness, and strengthen public safety across New York City.

ABOUT THE ROLE:
Reporting to the Chief Technology Officer, the Senior Director IT Operations will lead MOCJ’s IT service delivery, technical support, network infrastructure, and cybersecurity operations. The Director will supervise the Network Security and Infrastructure Manager and two Service Desk Technicians and ensure that MOCJ’s technology services are secure, reliable, responsive, and aligned with agency needs and citywide standards.

The Director will serve as the senior escalation point for complex technical issues and as MOCJ’s primary liaison to the Office of Technology and Innovation (OTI), technology vendors, consultants, and other City partners. They will oversee daily IT operations, service-desk performance, infrastructure management, cybersecurity coordination, incident and problem resolution, change management, and technology continuity.

The successful candidate will be an experienced technology leader who combines strong infrastructure and cybersecurity knowledge with effective staff management, customer service, project management, and stakeholder communication skills.
Responsibilities include, but are not limited to:

• Supervise, develop, and evaluate the Network Security and Service Desk team
• Oversee Tier 1, Tier 2, and Tier 3 technical support, ensuring incidents, service requests, and work orders are resolved accurately and within established service levels
• Serve as the senior escalation point for complex, recurring, or agencywide technology issues
• Oversee MOCJ’s network, server, cloud, wireless, identity-management, and end-user computing environments
• Ensure the effective administration and support of Microsoft Windows Server, Active Directory, Microsoft Entra ID/Azure Active Directory, Microsoft 365, Cisco network equipment, firewalls, VPNs, wireless access points, and end-user devices
• Direct cybersecurity operations, including vulnerability management, endpoint protection, access reviews, threat monitoring, incident response, remediation, and compliance with City cybersecurity standards
• Establish and maintain incident, problem, change, asset, configuration, and knowledge-management procedures
• Monitor service performance, network availability, system capacity, resolution times, ticket backlogs, and customer satisfaction and implement improvements as needed
• Maintain accurate network diagrams, system inventories, technical standards, operating procedures, service records, and disaster-recovery documentation
• Lead infrastructure, cybersecurity, cloud, and service-delivery projects from planning through implementation
• Coordinate technology support for employee onboarding and separation, account provisioning, equipment deployment, office moves, and operational changes
• Serve as MOCJ’s senior technical liaison to OTI, including its Cyber division, and coordinate with vendors, consultants, and other City technology partners
• Support technology procurement, budget planning, vendor management, business continuity, disaster recovery, and infrastructure lifecycle planning
• Communicate technology risks, service impacts, performance trends, and recommendations to executive leadership and nontechnical stakeholders

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.