Assistant Director of Deskside and VIP Support Services

Commonwealth of Massachusetts • Chelsea, MA

11d • Hybrid

About The Position

The Executive Office of Technology Services and Security (EOTSS) is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees. We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.
Our Mission: We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.
EOTSS is seeking to hire an Assistant Director of Deskside Support/VIP Services that will be responsible for leading the daily operations and management of end-user deskside and VIP support services. This role is responsible for the design, architecture, and oversight of the end-user computing environment, including the development and maintenance of technology standards aligned with best practices in the industry. The Assistant Director manages the technology roadmap, recommends and implements solutions that support business strategy, and ensures governance and compliance with established standards.
Working closely with IT and business stakeholders, this leader serves as a subject matter expert in end-user computing technologies and drives the delivery of high-quality, customer-focused solutions. The role also oversees the VIP support program, which extends beyond traditional desktop support services. This position reports to the Senior Director of End User Services.
The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position is Monday through Friday, 9:00AM to 5:00PM EST. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. Occasional travel to local offices may be required.
All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.

Requirements

• Applicant must have experience in a service desk/help desk or call center environment, with a focus on strategic execution, continuous improvement, technical troubleshooting, and team supervision.
• Minimum 10 years of experience managing enterprise level teams and operations in a Deskside Support or IT Service Management environment.
• Minimum 7 years of hands-on experience with PCs and peripheral hardware, desktop architecture, ticket queue management, and core hardware/software support.
• Experience developing and reporting on KPIs, SLAs, and performance trends.
• Experience establishing and managing service level and business level agreements to define expectations and measure performance.
• Working knowledge of Group Policy, SCCM, Incident Management, and Change Management processes.
• Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Nice To Haves

• Experience working in a unionized environment preferred.
• Prior state government or public sector experience a plus.
• Strong customer service orientation with a proven track record of delivering high-quality support.
• Demonstrated ability to translate strategic direction into clear objectives and execute tactical plans.
• Ability to communicate technical concepts effectively to diverse audiences, including translating technical issues into business terms.
• Strong prioritization, organization, and execution skills in high-pressure, fast-paced environments.
• Ability to quickly assess complex business and technical issues and drive resolution.
• Excellent written and verbal communication skills, with strong interpersonal and collaboration abilities.
• ITIL Foundation certification or higher preferred.

Responsibilities

• Oversee all Deskside and VIP Support operations, including planning, implementation, deployment, maintenance, and ongoing support.
• Establish and enforce operational procedures, guiding analysts on incident identification, triage, troubleshooting, escalation, and resolution.
• Monitor ticket queues to ensure performance standards are met and identify trends or training opportunities.
• Track and report on service metrics to measure effectiveness, quality, and continuous improvement.
• Build and maintain strong relationships with customers and internal/external service providers, serving as a key liaison to address challenges and implement solutions.
• Prepare management reports on system availability, SLA performance, uptime, and ticket resolution metrics.
• Lead and develop team members through hiring, goal setting, performance evaluations, coaching, and professional development.
• Partner with the Director to develop and execute short- and long-term tactical and strategic support initiatives.
• Analyze and resolve complex technical issues, implementing corrective actions as needed.
• Ensure VIP users receive timely, high-quality support that meets or exceeds established service levels and expectations.

Benefits

• When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package.
• We take pride in providing a work experience that supports you, your loved ones, and your future.
• Explore our Employee Benefits and Rewards!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees