Service Desk Supervisor

An Official website of the Commonwealth of Massachusetts

Service Desk Supervisor - ( 260001HA )

The Operational Services Division (OSD) enables state government to obtain the goods and services it needs to serve the people of Massachusetts. OSD ensures that state procurements deliver best value and utilize fair, open, and competitive practices. The agency also helps thousands of businesses offer products and assistance to state agencies, local governments, and other public bodies - creating opportunities that contribute to economic growth and development.

We work at the nexus between government and business and are privileged to make connections that support both sectors.

OSD's dynamic team is guided by the following values: SERVICE, PARTNERSHIP, CREATIVE-PROBLEM SOLVING and RESPONSIVENESS. Our flexible, hybrid work environment fosters work-life balance and collaboration, allowing us to effectively serve our state agency and local government partners so they can achieve their goals on behalf of the people of Massachusetts.

You’ll be a great fit for our team if you believe in making state government work better, are forever curious and love building relationships and knowledge with partners in the public and private sectors. We look for people who are able to take initiative with a strong sense of urgency and enthusiasm, stay current on evolving policies, practices, industry and market trends, and consistently bring fresh ideas that contribute to a culture of innovation.

The OSD Help Desk mission is to provide our customers with a centralized point of contact for responsive support. Our goal is to empower customers to use the OSD resources and tools. We strive to do this through education and removal of roadblocks through personalized and timely solutions utilizing teamwork and collaboration.

• Oversee and supervise daily OSD Service Desk operations
• Ensure full staffing coverage during core hours of operation (Monday - Friday, 8:00am - 5:00pm)
• Provide support to all Service Desk agents ensuring they have the proper tools, knowledge, and understanding to perform their duties
• Lead a high-performing Service Desk team focused on first-contact resolution, while ensuring timely and appropriate escalation of complex issues.
• Manage and administer the Sugar
  
  CRM Case Management Module
• Oversee all aspects of the system used to log, track, and respond to Service Desk requests
• Ensure accurate case documentation, timely updates, and effective workflow management
• Collaborate on cross-functional initiatives
• Participate in cross-member teams to support OSD projects
• Contribute subject matter expertise, coordinate deliverables, and help drive successful project outcomes
• Deliver technical support to Buyers and Vendors utilizing COMMBUYS, the Commonwealth's eProcurement platform
• Provide technical support assistance to Buyers and Vendors utilizing VRM, OSD's Vendor Sales Reporting and Contract Administration Fee platform
• Document, validate and test all COMMBUYS enhancements and fixes
• Work closely with OSD Leadership and Senior Staff to resolve escalated client issues
• Identify opportunities to streamline procurement requirements and drive continuous business process improvements
• Support eProcurement Solution by meeting regularly with the Operations team and SaaS service provider
• Identify bugs and issue during quarterly release test cycles
• Develop and maintain Service Desk support materials and job aids to enable efficient troubleshooting and user support of the eProcurement platform
• Document, troubleshoot and report system issues to SaaS services providers and internal stakeholders

• Ability to prioritize effectively and stay organized in a fast-paced, deadline driven environment
• Excellent written and verbal communication skills, with the ability to clearly summarize complex issues for senior leadership
• Strong analytical, problem-solving, and critical thinking abilities
• Detail-oriented, logical, and highly organized
• Strong customer service with a focus on positive user experience
• Proficient in MS office applications
• Proven experience with business requirements analysis, elicitation, verification, and methodology development
• Knowledge of the principles and best practices used in the designing, development, and implementation of state or local software and hardware solutions, systems, or products using EOTSS standard project methodology
• Knowledge of the methods and techniques used to organize work processes and functions to support the use of modern software applications
• Ability to collaborate in creating systematic, consistent, and user-friendly requirement specifications

First consideration will be given to those applicants that apply within the first 14 days.

MINIMUM ENTRANCE REQUIREMENTS:
Applicants must have at least (A) four years of full-time, or equivalent part-time,…