Manager, IT Service Delivery Operations

Overview

The IT Service Delivery (ITSD) team provides technology support for more than 13,000+ endpoints and devices across 92 locations in the Bronx, Manhattan & Staten Island for both patrons and staff. The Manager, ITSD Operations leads the Library’s technology equipment and service support operations, overseeing onsite and remote desktop support while helping evolve traditional desktop support into a mature, customer-focused IT Service Delivery model.

This position provides strategic and operational leadership for ITSD support services, ensuring that service delivery processes, standards, performance metrics, and operational practices align with the Library’s business needs and organizational goals. The Manager works closely with Library stakeholders and IT teams to deliver reliable, secure, and high-quality technology services while fostering a culture of accountability, continuous improvement, collaboration, and exceptional customer service.

We are looking for someone we can count on to:Own:

• The overall operational performance and quality of ITSD Technology Support services.
• End-user technology service delivery processes, including incidents, service requests, equipment relocations, procurement, deployment, and installation.
• Service-level performance, operational metrics, KPIs, and SLA achievement.
• Major incident coordination and timely restoration of critical technology services.
• The development and implementation of service improvement initiatives.

Teach:

• Coach, mentor, and develop PC Technicians and support staff.
• Promote consistent IT service management, customer service, and operational practices.
• Build a culture of accountability, collaboration, and continuous learning.

Learn:

• Understand the Library’s technology environment, ITSD operations, and business needs.
• Build relationships with IT teams, Library stakeholders, and key business partners.
• Learn existing processes, service metrics, challenges, and opportunities for improvement.

Improve:

• ITSD processes, workflows, and service delivery standards.
• Customer experience, service reliability, and operational efficiency.
• Communication, collaboration, and data-driven continuous improvement.

Some expectations for this role are that within:1 month, this person will:

• Become familiar with the ITSD team, Library environment, key stakeholders, and current service delivery operations
• Review existing processes, SLAs, KPIs, workflows, and major operational challenges
• Establish relationships with IT leadership, staff, and Library business partners
• Identify immediate service gaps, operational risks, and opportunities for improvement

3 months, this person will:

• Establish clear expectations for team performance, customer service, accountability, and service delivery
• Begin implementing prioritized improvements to ITSD processes and operational practices
• Establish a regular cadence for reviewing KPIs, SLAs, incidents, and service trends
• Strengthen communication and collaboration between ITSD, other IT teams, and Library stakeholders

6 months and beyond, this person will:

• Lead a mature, consistent, and customer-focused IT Service Delivery operation
• Establish sustainable service improvement practices with measurable results
• Build a high-performing, accountable, and collaborative ITSD team
• Position ITSD as a trusted strategic partner that proactively supports the Library’s evolving technology needs

Responsibilities

• Lead, coach, mentor, and develop the ITSD Support Delivery team while establishing clear performance and service expectations
• Oversee onsite and remote technology support, ensuring reliable, secure, and customer-focused service delivery across the Library
• Own key ITSD service processes, including incidents, service requests, equipment relocation, procurement, deployment, and installation
• Monitor SLAs, KPIs, service trends, and operational performance to identify risks, improve efficiency, and ensure service standards are met
• Lead continuous service improvement initiatives and develop Service Improvement Plans for end-user technology services
• Lead major incident response, coordinate technical resources, communicate with stakeholders, and ensure timely service restoration and post-incident follow-up
• Build strong partnerships with Library stakeholders and other IT teams to align technology services with organizational needs
• Plan for future service demands, organizational growth, projects, and resource requirements while fostering a culture of accountability, collaboration, and continuous improvement
• Performs additional duties as required

Required Education & Certifications

• Bachelor’s degree in Computer Science, Information Technology, a related technical field, or equivalent combination of education and professional experience

Required Experience

• 5+ years of demonstrated management or line-management experience
• 3+ years of supervisory experience in an IT environment, preferably in a unionized organization
• Demonstrated experience leading IT service delivery, desktop support, or technology operations teams
• Experience managing IT service-related projects, process improvements, and operational initiatives
• Experience managing service performance through SLAs, KPIs, and operational metrics
• Experience coordinating major incidents, resolving complex technology issues, and communicating with stakeholders
• Experience working collaboratively with technical teams, business units, and organizational leadership
• Experience supporting enterprise technology environments with diverse users, devices, and operational needs

Required Skills

• Strong leadership, coaching, mentoring, and team-development skills
• IT service delivery and IT service management knowledge and experience
• Strong project management, prioritization, and organizational skills
• Excellent written, verbal, interpersonal, and customer service skills
• Ability to communicate effectively with technical and non-technical staff and stakeholders
• Strong judgment, problem-solving, and decision-making skills
• Ability to analyze service metrics, manage SLAs/KPIs, and drive continuous improvement
• Ability to collaborate effectively across teams and manage multiple priorities in a fast-paced environment

Managerial/Supervisory Responsibilities

• Directly supervise, coach, mentor, and develop ITSD PC Technicians and support personnel
• Establish performance expectations, priorities, operational standards, and accountability for the Technology Support team
• Assign and prioritize work based on service demand, staffing, projects, and organizational priorities
• Provide ongoing feedback, support performance management, and promote professional development
• Support workforce planning and resource allocation while fostering teamwork, collaboration, customer service, and compliance with the Library’s union environment and applicable policies and procedures

Core ValuesAll team members are expected and encouraged to embody the NYPL Core Values:

• Be Helpful to patrons and colleagues
• Be Resourceful in solving problems
• Be Curious in all aspects of your work
• Be Welcoming and Inclusive

Work Environment

• Daily use of a computer
• Working across multiple branches and research centers throughout the organization
• Regular travel between branches and research centers required

Physical Duties

• None

Pre-Placement Physical Required?

No

Union/Non Union

Non-Union

FLSA StatusExemptSchedule

• Monday through Friday, 9am-5pm: available during open branch and research center hours
• Evenings and weekends as required

This job description represents the types and levels of responsibilities that will be required of the position and shall not be construed as a declaration of all of the specific duties and responsibilities for the role. Job duties may change if Library priorities change. Employees may be directed to perform job-related tasks other than those specifically presented in this description as needed.The New York Public Library Salary StatementAt the Library, we believe that pay transparency and pay equity are important to ensuring we source the best candidates and keep the best employees. When making a determination as to the appropriate salary for a candidate, we consider a variety of factors such, including, but not limited to, the position requirements, the skills, prior experience, and educational background required or preferred for the job, the scope and impact of the role within the organization, internal peer equity, and the candidate's specific training, experience, education level, and skills. No single factor is conclusive; the Library reserves the right to consider any and all relevant factors and make a decision consistent with its policies.Union Salaries are determined by collective bargaining agreement(s).