Director of End User Services

Director of End User Support (260003BI)

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.

Director of End User Support is responsible for leading a 24x7x365 statewide technology service support organization that spans across the Commonwealth of Massachusetts. The role involves designing and delivering efficient and effective operations for End User Services, developing vision, strategy, planning, direction, priorities, performance objectives, and measures of success for the organization. The Director will also lead strategy, execution, and continuous improvement of underlying services to meet or exceed service level agreements.

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 to the end‑state model, building a customer‑focused, continuously 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

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

Provide user friendly, on hand “white glove” support to high priority individuals within the Commonwealth.

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.

• 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

The EOTSS Operations Services group is mainly responsible for the day‑to‑day (24x7) 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.

The Advanced Technical Support responds to escalated…