Information Systems Section jobs

Information Systems Officer (Head of Service Desk), P3

Information Systems Section · 🇺🇸 New York, United States

The Information Systems Officer (Head of Service Desk) leads the centralized Service Desk function, managing intake, triage, queue management, routing, escalation, and knowledge base operations. The role involves overseeing automation of standard workflows, providing specialized advice on user requirements, evaluating and implementing ServiceNow capabilities, and monitoring service performance indicators. The incumbent maintains a configuration management database, supports platform governance, coordinates testing of enhancements, and ensures service continuity through cybersecurity procedures. They also drive self-service adoption, support disaster recovery planning, and provide expert level support for M365, device management, and network connectivity. The position requires supervising staff and consultants, ensuring standardized processes, and presenting data-driven recommendations to management.