Assistant Director of Deskside and VIP Support Services

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.

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 Assistant Director of Deskside Support/VIP Services that will be responsible for leading the daily operations and management of end-user deskside and VIP support services. This role is responsible for the design, architecture, and oversight of the end-user computing environment, including the development and maintenance of technology standards aligned with best practices in the industry. The Assistant Director manages the technology roadmap, recommends and implements solutions that support business strategy, and ensures governance and compliance with established standards.

• Operations Management: Effectively manage departmental operations in alignment with established goals and objectives. Foster a collaborative and high-performing team environment through motivation, mentorship, and engagement.
• Commitment to Excellence: Consistently deliver results within established timelines and performance metrics. Drive continuous improvement in processes, service quality, and overall performance.
• Adaptability: Remain flexible and responsive to changes in procedures, technology, and organizational structure.
• Customer Focus: Demonstrate a strong commitment to understanding and meeting customer needs, ensuring appropriate and timely responses.
• Problem Solving: Proactively identify potential challenges and develop strategic solutions. Analyze and address complex or unforeseen issues with sound judgment and critical thinking.
• Leadership & Supervision: Set clear expectations and goals, provide constructive feedback, and recognize achievements. Support staff development through coaching, resources, and professional growth opportunities. Address performance issues appropriately while fostering an inclusive and supportive team culture.

• Oversee all Deskside and VIP Support operations, including planning, implementation, deployment, maintenance, and ongoing support.
• Establish and enforce operational procedures, guiding analysts on incident identification, triage, troubleshooting, escalation, and resolution.
• Monitor ticket queues to ensure performance standards are met and identify trends or training opportunities.
• Track and report on service metrics to measure effectiveness, quality, and continuous improvement.
• Build and maintain strong relationships with customers and internal/external service providers, serving as a key liaison to address challenges and implement solutions.
• Prepare management reports on system availability, SLA performance, uptime, and ticket resolution metrics.
• Lead and develop team members through hiring, goal setting, performance evaluations, coaching, and professional development.
• Partner with the Director to develop and execute short- and long-term tactical and strategic support initiatives.
• Analyze and resolve complex technical issues, implementing corrective actions as needed.
• Ensure VIP users receive timely, high-quality support that meets or exceeds established service levels and expectations.

• Applicant must have experience in a service desk/help desk or call center environment, with a focus on strategic execution, continuous improvement, technical troubleshooting, and team supervision.
• Minimum 10 years of experience managing enterprise level teams and operations in a Deskside Support or IT Service Management environment.
• Minimum 7 years of hands-on experience with PCs and peripheral hardware, desktop architecture, ticket queue management, and core hardware/software support.
• Experience developing and reporting on KPIs, SLAs, and performance trends.
• Experience establishing and managing service level and business level agreements to define expectations and measure performance.
• Experience working in a unionized environment preferred.
• Prior state government or public sector experience a plus.
• Strong customer service orientation with a proven track record of delivering high-quality support.
• Demonstrated ability to translate strategic direction into clear objectives and execute tactical plans.
• Ability to communicate technical concepts effectively to diverse audiences, including translating technical issues into business terms.
• Strong prioritization, organization, and execution skills in high-pressure, fast-paced environments.
• Ability to quickly assess complex business and technical issues and drive resolution.
• Excellent written and verbal communication skills, with strong interpersonal and collaboration abilities.
• Working knowledge of Group Policy, SCCM, Incident Management, and Change Management processes.
• ITIL Foundation certification or higher preferred.