Senior Director, IT Operations

ABOUT THE OFFICE:The Mayors 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 MOCJs 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 MOCJs 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 MOCJs 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 MOCJs 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 MOCJs 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