Administrative Manager

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, and various applications such as Kronos, Oracle, and field operations.

Reporting to the Senior Director for Elevator Services and Repair, the Administrator will have latitude for independent judgment. Below are the job duties and responsibilities, which may evolve with 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 and conduct group or one‑on‑one reviews.
• Develop and update training documents, guidelines, tests, and procedures, 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.

• Run overtime reports and oversee shift schedules, work priorities, and overtime allocation.
• 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).

• 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.

• 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.

• 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.

• 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.

• Provide guidance on data‑driven tasks and decision‑making.
• Represent dispatch in IT meetings when requested by senior management.
• Generate data metrics 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.

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, see (Use the "Apply for this Job" box below)..

NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans, and a defined…