Director of End User Services

Commonwealth of Massachusetts•Chelsea, MA

9h•Onsite

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. The Executive Office of Technology Services and Security (EOTSS) is seeking to hire a Director of End User Services who will be a key contributor to developing and executing the strategic approach for the integration of multiple teams into a centralized service, including the selection and implementation of tools and vendors across Service Desk, Deskside Support, Desktop Engineering, and related functions. The role is based primarily at the Massachusetts Information Technology Center (MITC) in Chelsea and will report to the Deputy CIO, Operations and Service Management. The Director of End User Services is responsible for leading a 24x7x365 statewide technology service support organization that spans across the Commonwealth of Massachusetts. The Director of End User Services is responsible for providing leadership to design and deliver efficient and effective operations for End User Services for the Commonwealth. This includes developing and delivering the appropriate vision, strategy, planning, direction, priorities, performance objectives, and measures of success for the organization The Director will be responsible for the strategy, execution and continuous improvement of the underlying services to ensure operating metrics and service level agreements meet or exceed our commitments. This role requires an in-depth knowledge in creating and managing solutions that capture and reduce the total life cycle cost of supporting end user services in complex enterprise environments. It requires creative problem-solving skills in dealing with complex business and IT challenges that cross multiple domains. This position will have 4-8 direct report leaders, and up to 200 total full-time employees. This position will require limited travel by car. The Director will be responsible for executing on six operational pillars: Service Desk The Service Desk assists in the resolution of all problems impacting the end user community. We are consolidating disparate service desks from across the Commonwealth to a single, centrally located and managed team. The Director EUS will assess and define a common model for user support based on our organizational needs, then drive transition through to the end-state model, building the staff into a customer focused, continually improving team that is managed by metrics and feedback. Provide first call resolution or effective triage and reassignment of all issues impacting users Develop policies and procedures to support a repeatable and customer-oriented service. Envisage and encourage automation and self-service solutions, empowering end users to diagnose and resolve problems independently. Deskside Support Provide user friendly, on-hand support to the users in multiple locations. Facilitate Tech Refresh, New Hire Onboarding, and moves. Responsible for resolution of break-fix of PC related hardware and serves as eyes\ears for infrastructure teams during major incidents. Work with the other IT support teams and the user community to implement policies to support the program. Implement the technical solution, business workflows, and new devices. Provide support for the MA State Police during annual Commonwealth events and emergencies Maintain and follow security policies to always protect the Commonwealth. VIP Support Provide user friendly, on hand “white glove” support to high priority individual within the Commonwealth. Service Desk Operations Provides the End User Support teams with knowledge articles, training, metrics and analytics of the teams’ performances including trends. Provides technical alerts and Change control communication to the End User communities to alert them to current and future events. Also, provides initial consolidation of information to assist with the Major Incident process. Drive and coordinate enterprise end user communications Create a knowledge management strategy to ensure repeatable and accurate solutions Create, develop and maintain a training program for EUS employees. Maintain consistent and clear information regarding technical incidents, changes and rollouts to the impacted user communities. Maintain a Knowledge Base for end users and the End User Support teams. Operations Services The EOTSS Operations Services group is mainly responsible for the day-to-day (24 x7) operations. These responsibilities include, but are not limited to, ensuring all batch monitoring and network/infrastructure monitoring is being performed. In addition, all issues are recorded properly within the Service Desk tool, and proper escalation standards are followed. TSS Operations members are responsible for joining all Major Incident calls and to ensure that the Duty Manager is aware of any ongoing issues. Advanced Technical Support The Advanced Technical Support responds to escalated Service Desk (ACD) calls and tier 1 and tier 2 self-service tickets. The Advanced Technical Support III will provide high level support to key identified customers including remote support for software, PC and related peripherals and remote triage issues with applications and infrastructure. Desired Skills and Experience 3-5 years of senior leadership experience in a complex IT environment, including setting and delivering strategic objectives and focusing on continuous improvement efforts. Demonstrated ability to develop/articulate a vision and translate into practical actions steps and results 5+ years of leading IT teams in Service Management, IT Operations & Support or related areas with teams of at least 50+ FTE 5+ years of Technical Support experience with Service Desk or Deskside support. 5+ years of experience with Desktop Engineering teams, including Windows Image creation, software packaging and distribution, and patching endpoint devices. Broad knowledge of current trends in End User Support, computing, collaboration, communication, and productivity solutions with proven operational agility. Training & Certifications Bachelor’s degree in computer science, Information Technology, or an equivalent combination of education and work experience required ITIL Foundations are certified or above preferred. Leadership Skills Demonstrated ability to effectively navigate and achieve results in a complex, multi-location, organization. Outstanding presentation, persuasion, and influential capabilities that elicit confidence and credibility. Ability to be a champion for change and continuous improvement within IT and the business Resourceful, flexible, and a critical thinker with strong problem-solving skills. Must have a high level of personal integrity. Experienced in building consensus and support and resolving enterprise-level governance issues in a large, multi-divisional, multi-location organizational structure. Proven record of success initiating and executing major business technology or IT change programs across a large and diverse customer base. Recognizes and develops talent within organization to “strengthen the bench” for succession planning. Direct, motivate, and develop staff through coaching and mentoring to maximize individual contributions and personal development. MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) seven (7) 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 three (3) years must have been in a managerial capacity. Comprehensive 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. Want the specifics? Explore our Employee Benefits and Rewards! An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don’t meet 100%25 of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Requirements

7 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.
3 years of managerial experience.
3-5 years of senior leadership experience in a complex IT environment.
5+ years of leading IT teams in Service Management, IT Operations & Support or related areas with teams of at least 50+ FTE.
5+ years of Technical Support experience with Service Desk or Deskside support.
5+ years of experience with Desktop Engineering teams, including Windows Image creation, software packaging and distribution, and patching endpoint devices.
Bachelor’s degree in computer science, Information Technology, or an equivalent combination of education and work experience.
Demonstrated ability to effectively navigate and achieve results in a complex, multi-location, organization.
Outstanding presentation, persuasion, and influential capabilities that elicit confidence and credibility.
Resourceful, flexible, and a critical thinker with strong problem-solving skills.
High level of personal integrity.
Experienced in building consensus and support and resolving enterprise-level governance issues in a large, multi-divisional, multi-location organizational structure.
Proven record of success initiating and executing major business technology or IT change programs across a large and diverse customer base.

Nice To Haves

ITIL Foundations certified or above.

Responsibilities

Developing and executing the strategic approach for the integration of multiple teams into a centralized service, including the selection and implementation of tools and vendors across Service Desk, Deskside Support, Desktop Engineering, and related functions.
Leading a 24x7x365 statewide technology service support organization.
Designing and delivering efficient and effective operations for End User Services.
Developing and delivering the appropriate vision, strategy, planning, direction, priorities, performance objectives, and measures of success for the organization.
Ensuring operating metrics and service level agreements meet or exceed our commitments.
Creating and managing solutions that capture and reduce the total life cycle cost of supporting end user services in complex enterprise environments.
Assessing and defining a common model for user support based on organizational needs, then driving transition through to the end-state model.
Building the staff into a customer focused, continually improving team that is managed by metrics and feedback.
Providing first call resolution or effective triage and reassignment of all issues impacting users.
Developing policies and procedures to support a repeatable and customer-oriented service.
Envisaging and encouraging automation and self-service solutions, empowering end users to diagnose and resolve problems independently.
Providing user friendly, on-hand support to users in multiple locations.
Facilitating Tech Refresh, New Hire Onboarding, and moves.
Resolving break-fix of PC related hardware and serving as eyes\ears for infrastructure teams during major incidents.
Working with other IT support teams and the user community to implement policies to support the program.
Implementing the technical solution, business workflows, and new devices.
Providing support for the MA State Police during annual Commonwealth events and emergencies.
Maintaining and following security policies to always protect the Commonwealth.
Providing user friendly, on hand “white glove” support to high priority individuals within the Commonwealth.
Providing End User Support teams with knowledge articles, training, metrics and analytics of the teams’ performances including trends.
Providing technical alerts and Change control communication to the End User communities to alert them to current and future events.
Providing initial consolidation of information to assist with the Major Incident process.
Driving and coordinating enterprise end user communications.
Creating a knowledge management strategy to ensure repeatable and accurate solutions.
Creating, developing and maintaining a training program for EUS employees.
Maintaining consistent and clear information regarding technical incidents, changes and rollouts to the impacted user communities.
Maintaining a Knowledge Base for end users and the End User Support teams.
Ensuring all batch monitoring and network/infrastructure monitoring is being performed.
Ensuring all issues are recorded properly within the Service Desk tool, and proper escalation standards are followed.
Joining all Major Incident calls and ensuring that the Duty Manager is aware of any ongoing issues.
Responding to escalated Service Desk (ACD) calls and tier 1 and tier 2 self-service tickets.
Providing high level support to key identified customers including remote support for software, PC and related peripherals and remote triage issues with applications and infrastructure.
Setting and delivering strategic objectives and focusing on continuous improvement efforts.
Developing/articulating a vision and translating into practical actions steps and results.
Leading IT teams in Service Management, IT Operations & Support or related areas.
Managing Desktop Engineering teams, including Windows Image creation, software packaging and distribution, and patching endpoint devices.
Effectively navigating and achieving results in a complex, multi-location, organization.
Being a champion for change and continuous improvement within IT and the business.
Building consensus and support and resolving enterprise-level governance issues in a large, multi-divisional, multi-location organizational structure.
Initiating and executing major business technology or IT change programs across a large and diverse customer base.
Recognizing and developing talent within the organization to “strengthen the bench” for succession planning.
Directing, motivating, and developing staff through coaching and mentoring to maximize individual contributions and personal development.

Benefits

Comprehensive Benefits
Outstanding suite of employee benefits that add to the overall value of your compensation package.
Work experience that supports you, your loved ones, and your future.

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