OPT IT Service Delivery Jobs
IT Service Delivery jobs cover a broad range of roles, from ITSM analysts and support engineers to service desk leads managing enterprise operations. Most positions qualify as specialty occupations under OPT, and employers in this space routinely sponsor H-1B visas, making it a strong fit for F-1 students building long-term U.S. careers.
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NOTE: This position is open only to the current City of New York employees serving in a permanent Civil Service title of Computer Systems Manager; or, those who are currently reachable on the civil service list for Computer Systems Manager title. To be considered for this position, PLEASE CLEARLY INDICATE YOUR CURRENT PERMANENT CIVIL SERVICE TITLE and/or your score & list number on the open competitive list for Computer Systems Manager title on your resume and cover letter.
The New York City Comptroller’s Office works to promote the financial health, integrity, and effectiveness of New York City government, in order to strengthen trust, secure a thriving future for all New Yorkers, and build a more just, equitable, and resilient city. Led by an independently elected citywide official, the comptroller’s office provides checks and balances needed to hold City government accountable for budgeting wisely, investing responsibly, operating efficiently, acting fairly, living up to its obligations and promises, and paying attention to the long-term challenges we face together.
The Office of the Comptroller’s Bureau of Information Systems provides a full range of technology support services for key business functions and Charter mandated responsibilities of the Comptroller’s Office. These services include technology strategic planning, web site development, graphic design, disaster recovery, systems development, network administration, audio/visual services, business process re-engineering, change management, program management, security administration, service desk, computer operations, telecommunications, and document management.
The IT Service Delivery Manager is responsible for leading and managing the organization’s IT support operations, ensuring high-quality technical support and excellent customer service for end users. This role oversees service desk staff, incident management processes, service delivery performance, and continuous improvement initiatives to support business operations effectively and efficiently.
ROLE AND RESPONSIBILITIES
Duties and responsibilities of the position include, but are not limited to the following:
Service Desk Operations:
- Manage daily operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
- Monitor ticket queues, escalation processes, and service level agreement (SLA) compliance.
- Ensure consistent delivery of high-quality customer support across all IT support channels.
- Develop and maintain service desk procedures, workflows, and documentation.
Team Leadership & Management:
- Lead, mentor, coach, and evaluate service desk analysts and support staff.
- Schedule staffing coverage to meet operational needs.
- Conduct performance reviews and support professional development plans.
- Foster a user-focused and collaborative team culture.
Incident & Problem Management:
- Oversee major incident response and communication processes.
- Coordinate escalations with infrastructure, application, security, and vendor teams.
- Analyze recurring issues and implement root cause solutions.
- Drive continuous improvement in incident response and resolution times.
Customer Service & User Support:
- Maintain high levels of customer satisfaction through responsive support and communication.
- Act as an escalation point for complex or high-priority issues.
- Gather and review user feedback to improve service quality.
- Promote IT service best practices and end-user education.
Reporting & Metrics:
- Track and report on service desk KPIs.
- Prepare operational reports for IT leadership and stakeholders.
Process Improvement & ITSM:
- Implement and improve ITIL-based service management processes.
- Maintain and optimize ticketing and knowledge management systems.
- Identify automation opportunities to improve efficiency.
- Support IT audits, compliance requirements and policy enforcement.
Technology & Vendor Coordination:
- Collaborate with internal IT teams and third-party vendors to resolve issues.
- Assist with onboarding new technologies and support processes.
- Ensure proper asset tracking and support documentation.
- Participate in disaster recovery and business continuity planning efforts.
Audio/Visual Events:
- Strong understanding of common AV technologies (projectors, switchers, microphones, conferencing systems, digital displays).
- Ability to coordinate AV setup, testing, and event-day support with both technical teams and event organizers.
- Strong understanding collaboration and conferencing platforms (Teams, Zoom, Webex) and their AV requirements.
- Capacity planning and resource management for staffing live events, including onsite and remote support coverage.
- Experience with documenting AV procedures, runbooks, and post event reviews to improve future support.
AI Utilization:
- Train and coach Service Desk staff on effective and responsible use of Microsoft Copilot and other AI tools, including how to validate AI-generated guidance before acting on it.
- Use Microsoft Copilot to draft and maintain knowledge base articles, step-by-step user guides, and internal runbooks that are clear, accurate, and easy for end users to follow.
- Establish standards and quality checks for AI-assisted support work, ensuring outputs are reviewed by staff and consistent with the Office’s data handling and security policies.
- Identify opportunities to integrate AI into ticket triage, knowledge management, and self-service channels to improve resolution times and user experience.
MINIMUM QUALIFICATIONS
- A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or
- A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
- A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
- A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above. In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in "1" above.
PREFERRED SKILLS
- Experience managing hybrid or remote support teams.
- Knowledge of Microsoft 365, Active Directory, networking, endpoint management, and cybersecurity fundamentals.
- Experience with SLA management and KPI reporting.
- ITIL Foundation certification.
55a Program
This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.
Public Service Loan Forgiveness
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement
New York City Residency is not required for this position.
COMPENSATION
- Salary Range: $100,000.00 – $130,000.00
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.
INTRODUCTION
NOTE: This position is open only to the current City of New York employees serving in a permanent Civil Service title of Computer Systems Manager; or, those who are currently reachable on the civil service list for Computer Systems Manager title. To be considered for this position, PLEASE CLEARLY INDICATE YOUR CURRENT PERMANENT CIVIL SERVICE TITLE and/or your score & list number on the open competitive list for Computer Systems Manager title on your resume and cover letter.
The New York City Comptroller’s Office works to promote the financial health, integrity, and effectiveness of New York City government, in order to strengthen trust, secure a thriving future for all New Yorkers, and build a more just, equitable, and resilient city. Led by an independently elected citywide official, the comptroller’s office provides checks and balances needed to hold City government accountable for budgeting wisely, investing responsibly, operating efficiently, acting fairly, living up to its obligations and promises, and paying attention to the long-term challenges we face together.
The Office of the Comptroller’s Bureau of Information Systems provides a full range of technology support services for key business functions and Charter mandated responsibilities of the Comptroller’s Office. These services include technology strategic planning, web site development, graphic design, disaster recovery, systems development, network administration, audio/visual services, business process re-engineering, change management, program management, security administration, service desk, computer operations, telecommunications, and document management.
The IT Service Delivery Manager is responsible for leading and managing the organization’s IT support operations, ensuring high-quality technical support and excellent customer service for end users. This role oversees service desk staff, incident management processes, service delivery performance, and continuous improvement initiatives to support business operations effectively and efficiently.
ROLE AND RESPONSIBILITIES
Duties and responsibilities of the position include, but are not limited to the following:
Service Desk Operations:
- Manage daily operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
- Monitor ticket queues, escalation processes, and service level agreement (SLA) compliance.
- Ensure consistent delivery of high-quality customer support across all IT support channels.
- Develop and maintain service desk procedures, workflows, and documentation.
Team Leadership & Management:
- Lead, mentor, coach, and evaluate service desk analysts and support staff.
- Schedule staffing coverage to meet operational needs.
- Conduct performance reviews and support professional development plans.
- Foster a user-focused and collaborative team culture.
Incident & Problem Management:
- Oversee major incident response and communication processes.
- Coordinate escalations with infrastructure, application, security, and vendor teams.
- Analyze recurring issues and implement root cause solutions.
- Drive continuous improvement in incident response and resolution times.
Customer Service & User Support:
- Maintain high levels of customer satisfaction through responsive support and communication.
- Act as an escalation point for complex or high-priority issues.
- Gather and review user feedback to improve service quality.
- Promote IT service best practices and end-user education.
Reporting & Metrics:
- Track and report on service desk KPIs.
- Prepare operational reports for IT leadership and stakeholders.
Process Improvement & ITSM:
- Implement and improve ITIL-based service management processes.
- Maintain and optimize ticketing and knowledge management systems.
- Identify automation opportunities to improve efficiency.
- Support IT audits, compliance requirements and policy enforcement.
Technology & Vendor Coordination:
- Collaborate with internal IT teams and third-party vendors to resolve issues.
- Assist with onboarding new technologies and support processes.
- Ensure proper asset tracking and support documentation.
- Participate in disaster recovery and business continuity planning efforts.
Audio/Visual Events:
- Strong understanding of common AV technologies (projectors, switchers, microphones, conferencing systems, digital displays).
- Ability to coordinate AV setup, testing, and event-day support with both technical teams and event organizers.
- Strong understanding collaboration and conferencing platforms (Teams, Zoom, Webex) and their AV requirements.
- Capacity planning and resource management for staffing live events, including onsite and remote support coverage.
- Experience with documenting AV procedures, runbooks, and post event reviews to improve future support.
AI Utilization:
- Train and coach Service Desk staff on effective and responsible use of Microsoft Copilot and other AI tools, including how to validate AI-generated guidance before acting on it.
- Use Microsoft Copilot to draft and maintain knowledge base articles, step-by-step user guides, and internal runbooks that are clear, accurate, and easy for end users to follow.
- Establish standards and quality checks for AI-assisted support work, ensuring outputs are reviewed by staff and consistent with the Office’s data handling and security policies.
- Identify opportunities to integrate AI into ticket triage, knowledge management, and self-service channels to improve resolution times and user experience.
MINIMUM QUALIFICATIONS
- A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or
- A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
- A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
- A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above. In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in "1" above.
PREFERRED SKILLS
- Experience managing hybrid or remote support teams.
- Knowledge of Microsoft 365, Active Directory, networking, endpoint management, and cybersecurity fundamentals.
- Experience with SLA management and KPI reporting.
- ITIL Foundation certification.
55a Program
This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.
Public Service Loan Forgiveness
As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement
New York City Residency is not required for this position.
COMPENSATION
- Salary Range: $100,000.00 – $130,000.00
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.
See all OPT IT Service Delivery Jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new OPT IT Service Delivery Jobs.
Get Access To All JobsTips for Finding OPT Sponsorship in IT Service Delivery
Target employers with established ITSM practices
Large enterprises running ServiceNow, JIRA Service Management, or BMC Remedy are more likely to have structured visa sponsorship programs. Smaller firms often lack the HR infrastructure to navigate H-1B filings, so prioritize organizations with dedicated IT operations teams.
Certify your technical credentials before applying
ITIL 4 Foundation certification signals you understand service delivery frameworks at a professional level. Employers evaluating OPT candidates weigh credentials heavily because they demonstrate readiness without a U.S. work history. CompTIA A+ and Microsoft certifications also strengthen your specialty occupation case.
Frame your OPT timeline proactively in applications
Mention your OPT authorization period and STEM extension eligibility upfront in cover letters. Employers unfamiliar with F-1 work authorization often assume the process is complex. A clear, confident explanation removes hesitation and positions you as organized and self-aware about your visa status.
Highlight incident management and SLA experience
IT service delivery roles require measurable outcomes. Quantify your experience by referencing SLA compliance rates, ticket resolution times, or system uptime improvements from internships or projects. Concrete metrics give hiring managers a technical baseline to evaluate against the specialty occupation standard.
Pursue roles at ITSM consulting firms and MSPs
Managed service providers and ITSM consultancies sponsor OPT workers regularly because client demand drives constant headcount growth. These firms also tend to have immigration counsel on retainer, which shortens the sponsorship decision timeline compared to companies without prior sponsorship experience.
Ask about STEM OPT extension eligibility early
If your degree is in computer science, information systems, or a related STEM field, you may qualify for a 24-month STEM OPT extension. Raising this with employers during interviews signals that you understand your own authorization and gives them a longer runway before any H-1B decision.
IT Service Delivery OPT: Frequently Asked Questions
Do IT Service Delivery roles qualify as specialty occupations for OPT purposes?
Most IT Service Delivery roles qualify as specialty occupations because they require a bachelor's degree or higher in a specific technical field such as information technology, computer science, or management information systems. Roles focused on ITSM framework administration, service desk operations, or IT operations management consistently meet the specialty occupation threshold USCIS uses to evaluate H-1B eligibility.
Where can I find IT Service Delivery jobs that sponsor OPT and H-1B visas?
Migrate Mate is built specifically for F-1 OPT students and filters for employers who sponsor work visas, including H-1B. Searching on Migrate Mate saves time you would otherwise spend manually vetting job postings for sponsorship willingness, and it surfaces roles from employers who have sponsored similar IT operations positions in the past.
Can I work as an IT Service Delivery analyst on STEM OPT extension?
Yes, provided your degree is in a qualifying STEM field such as computer science, information systems, or engineering technology. STEM OPT extension adds 24 months to your initial 12-month authorization, and your employer must be enrolled in E-Verify. IT service delivery roles at larger enterprises and ITSM consultancies routinely satisfy both requirements.
What should I do if my OPT period ends before an H-1B petition is approved?
If your employer files an H-1B petition before your OPT EAD expires and you maintain continuous employment, cap-gap protection extends your authorized stay through September 30 of that fiscal year. You must have a valid F-1 visa and an active I-20 with a timely filed H-1B petition to qualify for this bridge period.
Which IT Service Delivery specializations are most likely to result in H-1B sponsorship?
Roles with clear technical depth, such as ITSM platform administrators, IT operations engineers, and service delivery managers overseeing cloud infrastructure or enterprise systems, attract the most sponsorship offers. Employers sponsoring these roles can more easily justify the specialty occupation classification to USCIS because the degree-to-role connection is direct and well-documented in published job market data.