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Shift Lead Enterp Asset Mgmt

Job ID: 7325
Business Unit: New York City Transit
Location: New York, NY, United States
Regular/Temporary: Regular
Department: Operations Support/Admin
Date Posted: Jun 3, 2024


Title: Shift Lead, Enterprise Asset Management
Opens: May 13, 2024
Closes: May 31, 2024
Authority: TA
Department: Subways
Division/Unit: Operations Support/EAM
Reports to: EAM, Support Manager
Location: 2 Broadway
Hours of Work: Managerial
This position is competitive and is eligible for the 55-a Program. This position is open to qualified persons who are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link
The Department of Subways has carried out an agency-wide Enterprise Asset Management (EAM) initiative to improve the way we manage our assets throughout their lifecycle. EAM seeks to provide knowledge and training to enhance workforce development, standardize business processes to increase operational efficiency, and implement information technology strategically as a tool to improve data driven decision making.
Salary Range: $75,689 - $119,638
(Grade G)
The successful candidate will play an integral role in asset management practices and deliver business process improvement within the Department of Subways. Shift Leads will be responsible for managing the resolution of all user issues on their shift. Support issues may be related to EAM software, mobile applications, or mobile devices such as iPhones and iPads. They will lead a team of phone and field support workers, and monitor phone support interactions for quality customer service and complete issue resolution. The Shift Lead will serve as direct line supervisor for staff on duty and will provide daily reports to the EAM manager on KPIs, shift performance and call volume.
All Shift Leads will partner to provide contingency back-up for phone and field support staff, while also serving as the Level 2 escalation path. The Shift Leads may remain on call 24/7 to respond to escalated support needs.
The Shift Leads will also provide input on resource planning and the organizational structure of the Support Group. In addition, Shift Leads may assist the Support Manager with other Department of Subways EAM Program assignments, including but not limited to budget planning and risk management.
The EAM Support Desk will support employees working 24/7, therefore assigned shifts may include night/weekend hours. Candidates must be available to work some holidays on a rotating basis.
Education and Experience:
A Baccalaureate degree from an accredited college with a major in Business Administration, Computer Science or a related field and three (3) years of experience of which one (1) year must have been in a managerial, supervisory or administrative capacity, -OR-
A satisfactory equivalent of education and experience.
Desired Skills:
  • Excellent communication and customer service skills
  • Strong organizational skills and attention to detail
  • Proficiency in Word, MS Excel, Access, PowerPoint, Outlook and other analytical and communications tools
  • Ability to lead a team and diffuse any work-related issues.
  • Experience with call center operations, including Shift Lead or supervisory/administrative skills.
  • Knowledge of Asset Management
  • Mobile Device Troubleshooting.
Selection Method:
Based on evaluation of education, skills, experience, and interview.
All appointments, with the exception of Department of Subways employees on MaBSTOA payroll, will be made on the NYCT payroll.
Other Information:
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).
Equal Employment Opportunity:
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.
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