Associate Director, IT Service Management

Associate Director, IT Service Management

The Associate Director, Service Management, provides strategic leadership and vision for NYPL's end-user experience, supporting over 13K+ endpoints across 92 locations in the Bronx, Staten Island, and Manhattan for both patrons and staff. This role defines and executes service management strategies that align with organizational priorities and advance NYPL's mission.

The Associate Director leads and develops a team of ITSM Managers and, through them, has enterprise-wide oversight of the Service Management function and its team of technicians. This role ensures consistent, high-quality technology support, fosters a culture of excellence and accountability, and champions innovation to meet the evolving needs of NYPL staff and patrons.

We Are Looking For Someone We Can Count On To:

Own:

• The strategic vision and roadmap for IT Service Management, ensuring alignment with NYPL's mission and technology strategy.
• Oversight of ITSM Managers, including coaching and supporting them to lead high-performing teams.
• Enterprise-wide asset management strategy and approval of IT-related procurement to ensure operational efficiency.
• Talent development plans for ITSM Managers to strengthen leadership capacity within the Service Management function.
• IT Service Management Service Models
• Requisition approvals of IT-related equipment through Workday portal

Teach:

• Visionary leadership practices to equip ITSM Managers with the skills to inspire and empower their technician teams.
• Coaching techniques to help ITSM Managers develop high-performing teams and future leaders.
• Strategies for fostering cross-functional collaboration and driving organizational change.

Learn:

• Emerging trends and external best practices in IT Service Management to benchmark and enhance NYPL's approach.
• NYPL's strategic priorities and identify how Service Management can proactively support them.
• ServiceNow workflows that guide and impact the team's work.
• The landscape of Capital Planning Projects and their intersection with the ITSM team.
• The Certificate to Proceed (CP) process.

Improve:

• Service delivery outcomes and user satisfaction through innovation, analytics, and a culture of continuous improvement.
• Organizational agility by embedding scalable and sustainable IT service practices that position NYPL for the future.

Some expectations for this role are that within:

1 month:

• Develop a clear understanding of NYPL's IT Service Management strategy, organizational culture, and key partnerships across IT and other business units.
• Assess the current state of Service Management operations, team structure, and workflows, identifying strengths and immediate areas for attention.
• Build relationships with ITSM Managers, IT Leadership, and cross-functional stakeholders to align priorities.
• Review active initiatives and develop an initial perspective on how Service Management can better support organizational goals.

3 months:

• Establish a meeting cadence with ITSM Managers to promote alignment, accountability, and effective communication.
• Provide coaching and strategic guidance to ensure ITSM Managers are empowered to lead their teams successfully.
• Refine and begin executing a roadmap for enhancing service delivery and user satisfaction.
• Conduct performance reviews via Workday.
• Demonstrate an understanding of IT systems, platforms and tools leveraged.
• Approve staff requisitions to procure IT-related tech equipment.

6 months and beyond:

• Fully own the Service Management function, ensuring consistent execution and innovation across all locations.
• Identify and address skill gaps, process inefficiencies, and opportunities for optimization.
• Cultivate a culture of collaboration, empowerment, and continuous improvement.

Responsibilities

Provide strategic leadership to ITSM Managers and, through them, enterprise-wide oversight of all Service Management staff and operations.

Develop ITSM Managers into highly effective leaders who can coach and support their teams to deliver seamless technology support.

Partner with IT Teams, Finance, Branch Leadership and other stakeholders to understand, anticipate, and respond to NYPL's technology needs.

Responsible for inventory, installation, and maintenance of all staff and public technology devices purchased by NYPL.

Responsible for overseeing the technology component of small to large-scale projects, including computer labs, facility upgrades, staff relocations, and system updates, while also contributing to the planning and execution of major capital construction, branch renovations, and telecommunications/networking initiatives.

Maintain, update, and enforce compliance of the technical policies and procedures for the support teams.

Maintain and improve asset management and processes for all end-user technology devices (PCs, printers, phones, iPhones, etc).

Guide the development of service delivery models, policies, and performance metrics to ensure consistent, high-quality support across the organization.

Drive innovation in Service Management through the adoption of new technologies and practices that improve user experience.

Performs related duties as required.

Required Education, Experience & Skills

Required Education & Certifications:

• Bachelor's degree required

Required Experience:

• 7-10 years of progressively responsible IT leadership experience, including managing technical managers and overseeing large-scale service delivery operations.
• Proven ability to define and execute strategy in a large, multi-site organization.
• Strong track record of building collaborative relationships across diverse teams and stakeholders.
• Excellent oral, written, and interpersonal communication skills with the ability to influence at all levels.

Required Skills:

• Strategic Thinking and Vision Setting
• Executive Presence and Influence
• Organizational and Fiscal Stewardship
• Change Management and Cultural Transformation
• Leadership Development and Coaching
• Data-Driven Decision Making
• Customer-Centric Service Delivery

Managerial/Supervisory Responsibilities:

• Manage ITSM Managers, providing strategic guidance, coaching, and support to ensure they are equipped to lead their teams effectively and deliver on organizational goals.
• Oversee staffing decisions, talent development, and succession planning.
• Deliver performance coaching and complete Touchpoints and FY Wrap Ups in Workday for ITSM Managers to drive accountability and high performance.

Core Values

All 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 in multiple branches and research centers across the organization.
• Travel between various NYPL sites.
• Hybrid schedule - 3 days onsite

Physical Duties:

• None

Pre-Placement:

• Physical Required? No
• Union/Non Union Non-Union
• FLSA Status Exempt
• Schedule Monday through Friday, available during open branch and research center hours.
• Hybrid schedule - 3 days onsite
• 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 Statement

At 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