Director of End User Support

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 Support 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 Support 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 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,…