Director of End User Services

Commonwealth of Massachusetts•Chelsea, MA

1d•Hybrid

About The Position

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 primary work location for this role will be 200 Arlington Street, Chelsea, Massachusetts 02150. The work schedule for this position is Monday through Friday, 9:00AM – 5:00PM EST. This position is expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. 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

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 capacity 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.
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.
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.
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.

Nice To Haves

ITIL Foundations certified or above preferred.

Responsibilities

Lead a 24x7x365 statewide technology service support organization.
Design and deliver efficient and effective operations for End User Services.
Develop and deliver the appropriate vision, strategy, planning, direction, priorities, performance objectives, and measures of success for the organization.
Oversee the strategy, execution, and continuous improvement of underlying services to ensure operating metrics and service level agreements meet or exceed commitments.
Create and manage solutions that capture and reduce the total life cycle cost of supporting end user services in complex enterprise environments.
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.
Provide user friendly, on-hand support to users in multiple locations.
Facilitate Tech Refresh, New Hire Onboarding, and moves.
Resolve break-fix issues for PC related hardware and serve as eyes/ears for infrastructure teams during major incidents.
Work with 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.
Provide user friendly, on hand “white glove” support to high priority individuals within the Commonwealth.
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.
Ensure all batch monitoring and network/infrastructure monitoring is being performed.
Ensure all issues are recorded properly within the Service Desk tool, and proper escalation standards are followed.
Join all Major Incident calls and ensure that the Duty Manager is aware of any ongoing issues.
Respond to escalated Service Desk (ACD) calls and tier 1 and tier 2 self-service tickets.
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.