Job Description
The Executive Office of Technology Services and Security (EOTSS) is the state's lead office for information technology. EOTSS places our customers and constituents at the heart of everything we do. We provide modern and responsive digital services and productivity tools to more than 40,000 internal customers, including state agencies, business units and employees who provide essential information and services to the citizens of the Commonwealth. We directly serve our constituents by providing digital services and tools - such as Mass.gov - 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.
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EOTSS is seeking to hire an End User Service Desk Supervisor to join our EUS Service Desk team. The EUS Supervisor will directly manage, oversee, and monitor the 24/7/365 staff and activities within the EUS Service Desk call center to ensure delivery of excellent customer service and technical support for reported incidents and requests. The incumbent will keep track of all performance metrics through daily dashboards and reports for incoming calls, aged tickets, ticket accuracy, ticket resolution, and quality services as well as collaborate with the Service Desk Manager and other support teams to focus on customer issue resolution, knowledge base improvements, and strategic initiatives for enhancing customer experience. The EUS Supervisor will also provide feedback and training for the team to ensure that team goals and customer expectations are met.
The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150.
The work schedule for this position is Monday through Friday, 9:00PM - 5:00AM EST.
This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. Intermittent local travel is expected for this position based on operational needs.
Off-hours/On-call support may be required as determined by the Manager of End User Services. On-Call is defined as "non-work time, during which members of staff are required to be available to handle job-related activities and emergencies off hours". Staff are compensated per the Collective Bargaining agreement for stand-by pay and callback.
• Duties and Responsibilities:
- Set targets for call center agents in alignment with team goals and KPIs in collaboration with the Service Desk Manager(s)
- Schedule and organize all shifts and coverage to ensure appropriate staffing levels to ensure prompt service delivery for customers and data center coverage
- Prepare scheduling forecasts for high-peak periods, including holidays
- Identify and recommend equipment, software, and tools to enhance job performance at the cell center, their costs, and submit purchase requests to the Service Desk Manager when applicable
- Ensure strict adherence to due procedures and quality standards through call monitoring
- Submit regular reports to management on performance at the center, including new ideas and strategies for improvement
- Facilitate staff development through conducting quality and performance reviews, recruitment of new staff, onboarding, coaching, and organizing training sessions
- Provide technical support including handling escalations, major incident assistance, on-call rotation assistance, call volume assistance, as well as answers and guidance to staff and team members
- Run appropriate ServiceNow and ACD reports to assess trends and make operational corrections as needed to improve service
- Document performance issues for escalation to the Service Desk Manager(s)
• Preferred Knowledge Skills & Abilities:
- Three (3) years of experience in an Information Technology specific support environment
- Two (2) years of experience in a high-volume call center environment using a help desk ticketing system and call queue
- Demonstrated experience with at least one ticketing system with the ability to take notes and document all user interactions and steps taken, with ServiceNow experience desirable
- Knowledge of supervisory techniques and ability to supervise, including planning and assigning work according to the nature of the job to be accomplished, the skill sets of workers and available resources; controlling work through periodic review and evaluation; determining training needs and arranging for training; motivating staff and assessing the need for discipline
- Excellent customer service skills complimented by an ability to effectively interpret, respond, and clearly communicate problems and resolutions to customers
- Methodical and able to follow documented procedures and instructions
- Excellent problem-solving and analytical skills, with the ability to interpret problems, identify resolutions, and recommend changes in trainings and standard operating procedures
- Ability to adjust to changing situations to meet emergencies or changing program and production requirements
- Ability to keep meticulous and consistent documentation of tickets, processes, and resolutions
- Exceptional time management and prioritization skills, with the ability to effectively delegate and multi-task
- Ability to exercise the highest level of confidentiality
- Excellent communication, writing, and presentation skills with the ability to present and communicate both verbally and written with peers and management while representing the business in a professional manner
- Ability to collaboratively work and communicate with technical and non-technical staff, as well as upper management.
- Proven conflict management and managerial skills, including but not limited to decision-making and negotiation skills
Qualifications
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.
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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.