Service Operations Team Lead

About TRS

Since 1917, the Teachers’ Retirement System of the City of New York (TRS) has been securing better futures for NYC educators. With a pension fund valued at approximately $123 billion, TRS serves over 274,000 members, providing them with retirement, disability, and death benefit services.

TRS is seeking a dynamic Service Operations Team Lead with strong technical expertise to support and guide our Service Desk team. Reporting to the IT Service Operations Manager, this role ensures timely resolution of service requests, leads daily operations, and provides leadership continuity in the manager’s absence. The Team Lead will drive process improvements, automation initiatives, and contribute to IT Service Management (ITSM) efforts that enhance system reliability and member experience.

Responsibilities include coordinating service desk activities, resolving escalated issues, mentoring staff, monitoring performance metrics, and supporting desktop systems maintenance using tools such as KACE, SCCM, Intune, and Azure AVD/Nerdio.

This role also supports IT projects and helps implement tools and workflows that improve service quality, operational efficiency, and resilience.

• Coordinate daily Service Desk operations with the IT Service Operations Manager, ensuring timely and accurate handling of customer service requests. Monitor and triage incoming tickets, prioritize issues, and resolve complex or escalated cases requiring advanced technical expertise. Provide coaching and technical support to Service Desk staff. Share subject matter expertise, contribute to knowledge base documentation, and promote best practices to improve service quality and team performance.
  
  Assist with scheduling and coverage to maintain consistent support availability.
• Analyze workflows to identify inefficiencies and collaborate on implementing automated solutions and monitoring tools that enhance operational resilience and efficiency.
• Track and report on service performance metrics, including resolution times, first contact resolution rates, customer satisfaction, and SLA/OLA compliance. Conduct audits and lead root cause analysis for recurring issues, implementing corrective actions as needed.
• Oversee desktop system updates and maintenance using tools such as KACE, SCCM, MDM, Intune, and Azure AVD/Nerdio. Ensure reliable operation of end‑user computing systems and related services. Contribute to IT operation projects, lead assigned work streams, and support innovation initiatives that advance ITSM maturity, automation, and service reliability.
• Provide leadership continuity in the absence of the IT Service Operations Manager. Support leadership continuity for service operations in coordination with the IT Service Operations Manager.
• Participate in ITSM innovation initiatives that enhance automation, process maturity, service reliability, and overall member experience.

• Experience in IT service management and service desk operations
• ITIL 4 Foundation Certification, Nerdio NME‑200, and Microsoft
  365 Endpoint Administrator certifications
• Strong technical knowledge of service operations, automation tools, and desktop support technologies
• Experience with process improvement and automation, ideally within a service desk context
• Proven ability to lead, coach and support service desk teams
• Skilled in process improvement, task automation, and root cause analysis
• Effective communicator with strong problem‑solving and cross‑team collaboration skills

• A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full‑time computer operations experience, in a large‑scale networked, multi‑tiered, or mainframe computer environment, or two years of satisfactory data communications network experience working in a mainframe or multi‑tiered computer environment.
• A baccalaureate degree from an accredited college or university and three years of satisfactory full‑time experience as described in point 1 above.
• A four‑year high school diploma or its educational…