Deskside Support Supervisor - Northeast Region

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.

About the Role:

EOTSS is looking for a Regional Deskside Support Supervisor to oversee the Northeast Region. The Regional Supervisor will oversee the day-to-day activities of a team of Deskside Support Specialists. They will respond to escalated Service Desk (ACD) calls and Tier 1 and Tier 2 self-service tickets, assist in providing high level support to key identified customers including remote support for software, PC and related peripherals, and remote triage issues with applications and infrastructure, resolve complex issues with urgency and the highest level of confidentiality, plan and carry out difficult and complex assignments, develop new methods and approaches, and conduct analysis and recommend resolutions of complex issues.

The primary work location for this role is 135 Santilli Highway, Everett, MA. The work schedule for this position is Monday through Friday, 9:00 AM – 5:00 PM EST. This position will be expected to follow a hybrid model of reporting to work that combines in-office days with work from home days as needed. Occasional travel (10% of the time) may be required based on operational need.

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.

Duties and Responsibilities:

Provide daily oversight of regional Deskside Support Specialists ensuring prompt and courteous response to end-user deskside technical issues

Continuously review all assigned tickets to you and your team

Perform routine performance reviews for all direct reports

Oversee direct reports’ individual duties and responsibilities to ensure compliance with the Commonwealth’s policies and procedures

Provide technical support and assistance to clients for highly complex issues via phone and tickets and/or other remote methods

Gather and implement requirements to support application deployment and the patching of end user hardware and peripherals

Assist with the configuration and triage of infrastructure and end user technology

Respond to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance

Provide the highest level of customer service by prioritizing issues and communicating appropriately with internal and external customers

Provide customers with configuration recommendations to improve product usability, performance, and customer satisfaction

Formalize deployment processes for consistency across teams

Record, troubleshoot, and track incidents and requests received through phone, email, or work management system for Tier 1 through Tier 3 client issues

Analyze and resolve Tier 3 issues within Service Level Agreement guidelines

Ensure compliance with technical policies, standards, and best practices set forth by management

Identify and determine solutions for problematic trends and reporting issues

Ensure security protocols and accuracy as it pertains to all Commonwealth business processes

Provide technical leadership and training for Deskside Support Specialists

Preferred Knowledge, Skills, and Abilities

Five (5) years of hands-on IT experience, with experience in a phone support/call center environment desirable

Two (2) years of supervisory or team lead experience

Extensive customer service experience with a keen sense of urgency

Experience working in a team-orientated, collaborative, and ever-changing technical environment

Expert knowledge of personal computers including hardware, operating systems, and application software

Expert knowledge of Microsoft Office and O365 products such as Outlook, Word, Excel, PowerPoint, Access, SharePoint, One Drive, Skype, Teams, and VPN

Thorough understanding of system and network security protocols, WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques

Thorough understanding of technical terminology

Ability to exercise the highest level of confidentiality

Methodical and detailed orientated with the ability to follow documented procedures and instructions

Ability to effectively prioritize and execute tasks in a high-pressure environment

Ability to adjust to changing situations to meet emergencies or changing program and production requirements

Thorough understanding of a computer virus, the various ways they may propagate, and the implications of an attack

Ability to analyze and resolve escalated issues and make appropriate recommendations

Exceptional interpersonal skills with a focus on listening and questioning skills

Ability to communicate effectively orally and in writing, including the explanation of technical issues to non-technical audiences

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

Minimum Entrance Requirements:

Applicants must have (A) at least three (3) years of full-time or equivalent part-time professional or practical experience in the field of information technology customer service and end user support, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. An Associate’s degree in a related field may substitute for one (1) year of the required experience.

II. A Bachelor’s degree or higher in a related field may substitute for two (2) years of the required experience.

III. A Master’s degree or higher in a related field may substitute for the required experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Schedule: Full-time

Shift: Day