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Job Description

ESRD is seeking an Administrative Manager with strong leadership and analytical skills to oversee our Dispatching, Timekeeping and Analytical units. Candidate should possess exceptional knowledge of Maximo, utilization of NYCHA Dashboards along with various applications such as Kronos, Oracle, etc., and field operations.

Reporting to the Senior Director for Elevator Services and Repair, under direction with some latitude for independent judgment and initiative, below are the job duties and responsibilities for this position which may change due to operational needs.

- Manage dispatch staff to ensure strategic direction, efficiency, and excellent customer service.

- Monitor attendance trends and probation reports.

- Strengthen team capabilities through targeted training, coaching, and refresher sessions.

- Adjust training based on learning curves; conduct group or one-on-one reviews.

- Develop and update training documents, guidelines, tests, and procedures as necessary (especially after Maximo updates).

- Establish shadowing schedules with experienced dispatchers to reinforce hands-on learning.

- Assess trainee knowledge retention through structured evaluations.

- Implement action plans to support struggling trainees.

Overtime Management

- Run Overtime Reports and oversee shift schedules, work priorities, and overtime allocation.

- Work with Timekeepers or collaborate with Timekeepers to ensure proper use of overtime codes.

- Ensure fair distribution of OT while maintaining adherence to limits.

- Review swap requests to prevent back-to-back weekend shifts.

- Ensure coverage for emergency situations (weather events, Maximo updates).

Service Request Management

- Monitor high-priority service requests and coordinate urgent operational needs.

- Conduct completion and accuracy checks on dispatcher tasks.

- Utilize real-time data to reinforce training and optimize operations.

Problem-Solving & Continuous Improvement

- Diagnose operational challenges, implement solutions, and document findings for informed decision-making.

- Guide dispatchers through guideline-based troubleshooting.

- Provide structured feedback on performance gaps with action-oriented resolutions.

- Submit IT requests for access when onboarding new dispatchers.

Maximo Operations

- Ensure accurate dispatching, prioritization, and compliance with NYCHA/HUD regulations.

- Conduct performance evaluations and enforce procedural compliance through memoranda and hearings.

- Perform quality assurance checks on data entries (work logs, actuals, assigned statuses).

- Validate work order accuracy for field requests.

- Monitor scheduled shutdowns and outages, especially for trainee learning.

- Ensure dispatchers maintain professional and timely email responses.

- Support field staff on technical issues related to Maximo functionality.

- Assist admins in analyzing work log codes and filling data gaps.

- Provide training opportunities based on observed inconsistencies in logs.

Genesys Call Monitoring

- Ensure dispatchers remain On Queue and respond in a timely manner.

- Conduct call log reviews for accuracy, clarity, and professionalism.

- Monitor Genesys statuses to ensure appropriate use.

- Assist with Genesys troubleshooting and headset malfunctions.

Analytics & Strategic Leadership

- Provide guidance on data-driven tasks and decision-making.

- Represent dispatch in IT meetings when requested by senior management.

- Generate data metrics as needed for compliance, operational improvements, and Federal monitoring.

- Assist in departmental collaborations related to Maximo, Data Warehouse, and IT systems.

- Serve as a liaison for Federal Monitor/HUD inquiries regarding dispatch operations.

NOTE: Shift: 8:00 AM - 4:30 PM. May include emergency coverage when necessary.

NOTE: Due to the existence of a civil service list, candidates must have permanent civil service status in the title of Administrative Manager to be considered.

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please click on the link below:

https://bit.ly/55aProgram

Additional Information:

1. INTERAGENCY TRANSFERS INTO NYCHA OF THOSE PERMANENT IN TITLE ARE NOT PERMITTED IN THE FACE OF AN ACTIVE AND VIABLE NYCHA PROMOTION LIST OR PREFERRED LIST FOR THE SAME TITLE.

2. For NYCHA employees: this position is open on a direct transfer (lateral) basis. It is not open for promotional opportunity.

3. NYCHA employees applying for transfer opportunities must have served a period of one year at current location and in current title and level (if applicable).

4. NYCHA residents are encouraged to apply.

NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees

Please read this posting carefully to make certain you meet the qualification requirements before applying to this position.

ADM MANAGER-NON-MGRL FRM M1/M2 - 1002C

Qualifications

1. A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or

2. An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or

3. A four-year high school diploma or its educational equivalent and six years of

satisfactory, full-time progressively responsible experience as described in "1"

above, 18 months of which must have been in an administrative, managerial,

executive or supervisory capacity. The supervisory work must have been in the

supervision of staff performing clerical/administrative work of more than

moderate difficulty; or

4. Education and/or experience equivalent to "1", "2" or "3" above. However, all

candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above

the high school level may be substituted for the general clerical/administrative

experience (but not for the administrative, managerial, executive or supervisory

experience described in "1", "2" or "3" above) at a rate of 30 semester credits

from an accredited college for 6 months of experience up to a maximum of 3½

years.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

Salary Min: $ 74,645.00

Salary Max: $111,234.00