Michele Marshall champions people-first IT leadership at NYC Parks

Michele Marshall, director of ITT Customer Engagement at the New York City Department of Parks and Recreation, is being profiled for blending customer service and technology leadership. Her career highlights how empathy, communication, and technical skill can reshape public-sector support as automation and AI change IT work.

Why it matters: - Michele Marshall’s career shows how public-sector technology can work better when customer service is part of the job, not an afterthought. - Her approach matters as automation and artificial intelligence reshape how IT teams support employees and the public. - The profile also underscores the value of mentorship and specialization for women building careers in technology.

What happened: - Influential Women profiled Michele Marshall, a customer service leader, technology professional, author, speaker, and communications trainer in New York City. - Marshall has spent 13 years with the New York City Department of Parks and Recreation. - She now serves as Director of ITT Customer Engagement. - Her career spans customer service, information technology, public-sector leadership, and communications.

The details: - Marshall began working in customer service at 16, which shaped her focus on making people feel seen, heard, and comfortable. - Her move into IT began at a Citibank call center, where she volunteered to handle productivity reporting and taught herself to fix a crashed computer. - She later built technical experience at Comerica Bank, where she received networking and systems training. - Marshall then worked at SunTrust Bank as a desktop support technician. - She joined the New York City Department of Parks and Recreation in 2013 as an IT Field Technician. - Her role advanced through multiple leadership positions before reaching director level. - Marshall says effective technology support requires understanding the person behind the problem, not just closing a ticket. - She has pushed for improvements that raise the overall customer experience for end users. - Her upbringing shaped that mindset. She grew up as the youngest of four siblings and helped her single mother manage the household. - Marshall is the author of Happy to Help: The Lost Art of Customer Service. - The book centers on four pillars: patience, understanding, respect, and experience. - Her team received the 2022 NYC Mayor’s Office Excellence in Customer Service Award. - Marshall also works as a TEDx speaker and communications trainer. - Her profile includes links to her Influential Women page and her website.

Between the lines: - Marshall’s story is a counterpoint to a purely technical view of IT. - Her message is that empathy, communication, and accountability can improve outcomes as much as technical skill. - She also argues that women in technology do not need to adopt a masculine persona to succeed. - Instead, she encourages women to build subject-matter expertise, ask questions, and stay authentic. - Her views on AI and automation suggest a shift toward more consultative, relationship-driven customer support. - That framing positions technology teams as problem-solvers and trust builders, not just troubleshooters.

What’s next: - Marshall is expected to keep using her platform to promote customer service, mentorship, and professional growth. - She plans to continue encouraging young women to pursue technology careers with confidence and specialized knowledge. - Her focus remains on keeping the human side of IT central as technology evolves.

The bottom line: - Michele Marshall’s profile is a reminder that the most effective technology leadership often combines systems knowledge with service, empathy, and trust.