Job Description
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.
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Our Mission: We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.
EOTSS is seeking to hire an IT Operations Shift Supervisor to join the Operations Services group. The IT Operations Shift Supervisor will be mainly responsible for the day-to-day (7x24) 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 IT Operations Shift Supervisor will provide guidance and assistance to all staff in understanding and follow all standards and procedures as well as any new processes which are assigned to the TSS Operation Service group.
The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150.
This role is based on a 3-day work week schedule: 3 days on / 4 days off. The work schedule for this position will be 6:00 AM - 7:00 PM EST.
This opportunity would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.
Duties and Responsibilities:
- Ensure all batch monitoring and network/infrastructure monitoring is being performed.
- Ensure all failures / issues are properly recorded using the Service Desk tool. Document on-call procedures and escalation policies must be followed by all staff.
- Ensure that all staff is proficient in using all the toolsets utilized by TSS Operations Services
- Confirm that all staff are aware and understand any new processes and procedures
- Ensure that all job documentation and procedures are accurate and updated when required.
- Ensure that shift turnover is thorough and well documented.
- Provide excellent customer service. Ensure that staff interact professionally with customers, other support teams and coworkers at all times.
- Attend weekly CAB / Change Control Meeting.
- Assist in EOTSS Disaster Recovery Testing.
Preferred Knowledge, Skills & Abilities:
- A minimum of 3 years of supervisory experience in a production, mission-critical, 24x7x365 IT operations environment.
- A minimum of 2 years of experience providing service delivery support disciplines as defined under ITIL.
- Proven knowledge and experience in utilizing a ticketing system. ServiceNow preferred.
- Possess a genuine interest in technology and a good understanding of internet technologies and applications.
- Strong knowledge and hands-on experience with automated scheduling systems; Control-M preferred.
- Strong knowledge and hands-on experience with infrastructure monitoring tools such as OpsRamp, Solar Winds or CloudWatch.
- Proficient with Microsoft Office 365 applications (Word, Excel, PowerPoint, and Outlook).
- Quick to pick up new skills and not afraid to innovate and take measured risks.
- Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner.
- Ability to multi-task, making progress on multiple projects simultaneously and providing support as needed
- Experience in establishing and maintaining relationships with individuals at all levels of the organization, including the executive level.
- ITIL foundation certification preferred but not required.
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 service management and operations, 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.