Director of End User Services

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 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.

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.