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The Commonwealth of Massachusetts

Information Technology Manager

Bellingham, MA

Job Description

The Executive Office of Public Safety and Security (EOPSS) is one of the largest secretariats in state government and is comprised of thirteen (13) agencies. Our efforts are focused on policy development and budgetary oversight of its secretariat agencies, independent programs, and several boards which aid in crime prevention, homeland security preparedness, and ensuring the safety of residents and visitors in the Commonwealth. EOPSS provides oversight and development for Commonwealth's agencies, boards, and commissions in areas such as: Criminal Justice, Law Enforcement, Homeland Security and Emergency preparedness and response.

About the Role

EOPSS is looking for a motivated individual to provide a broad range of technical services in support of the application development and maintenance requirements for our agencies. This person will be a member of the applications development and support team for EOPSS working collaboratively with EOPSS senior management, their vendors, and EOTSS. This role requires both strategic and tactical skillsets to ensure projects are delivered successfully, sustainable operationally, and that EOPSS meets the business needs of the secretariat agencies. This person will work within various EOPSS teams to ensure the delivery of application enhancements for existing applications, the development of technical solutions, and the outsourcing of services that address complex issues facing EOPSS. They will participate as a team member for software development projects and be responsible for mobilizing the resources of the program and business staff, as well as IT staff, to meet the project's needs.

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The person assuming this role is expected to be a strong team player with excellent communication skills.

Who we're looking for

EOPSS is looking for a seasoned Information Technology Manager who can provide a broad range of technical services in support of the application development and maintenance requirements for our agencies. This position:

  • has a significant focus on the design, development, deployment, security, support, and maintenance of EOPSS applications.
  • supervises and leads personnel/consultants/vendors in day-to-day operations and oversees them within the framework of project-based initiatives, which requires excellent diagnostic skills and the ability to work with and supervise subordinates to resolve issues and complete tasks/projects.
  • works within application support, has significant interaction with the end user community, personnel supporting other technical disciplines, and consultants/vendors; they need to work cooperatively with all parties to advance the technical requirements of EOPSS.
  • will be required to ensure a focus on timeliness and customer service are recognized and delivered.
  • has a focus on adhering to the strategic direction of EOPSS and the enforcement of its policies and directives is required.


  • Supervise the design and deployment of applications for the agencies within EOPSS. This includes personnel, vendor and consultant management, project scheduling and task assignments.
  • Diagnose complex software problems.
  • Supervise response to end user application problems and issues.
  • Ensure that personnel reporting to you adhere to Commonwealth technical policies and practices.
  • Provide technical support for existing applications that are utilized by the agencies within the EOPSS.
  • Ensure that all issues are tracked to resolution.
  • Assist other staff members in resolving complex technical problems.
  • Act as a focal point for persistent application issues.
  • Maintain service ticket information and logs during problem resolution.
  • Supervise assignments for installation, testing, and problem diagnosis.
  • Provide technical expertise in capacity planning.
  • Provide subject matter expertise to technical staff members in resolving application problems.
  • Provide direction and training to technical staff in operations associated with EOPSS applications.
  • Act as a liaison in resolving technical issues involving external agencies.
  • Oversee development and maintenance of application documentation.
  • Ensure that standard software installations are implemented.
  • Ensure that all calls for service are entered, updated, and closed via Service Now
  • Ensure that calls for service are responded to and resolved appropriately.
  • Provide advice and direction in the procurement of applications/software.
  • Act as liaison with personnel who support other technical disciplines in the resolution of technical issues that impact EOPSS.
  • Provide guidance to and review staff performance
  • Other duties as assigned.

Knowledge, skills & abilities

  • General knowledge of all facets of information technology.
  • The ability to interact with people of all levels in the organization.
  • The ability to manage multiple tasks concurrently.
  • The ability to plan and execute projects.
  • The ability to be flexible and manage unpredictable situations.
  • The ability to work with vendors/consultants/contractors.
  • The ability to administer/support Microsoft Windows, Windows and Cloud based applications.
  • Understanding of wireless technology.
  • Understanding of satellite technology.
  • Knowledge of network protocols, specifically IP.
  • Knowledge of public safety operations.
  • Knowledge of the capabilities and limitations of computer hardware.
  • Knowledge of the methods and techniques of computer analysis and design.
  • Knowledge of various programming languages including but not limited to CFML, JavaScript, XML, HTML
  • Knowledge of data gathering software including but not limited to MYSQL, PLSQL.
  • Ability to follow and provide oral and written instructions.
  • Ability to prepare flow charts and diagrams.
  • Ability to supervise, including planning and assigning work according to the nature of the job to be accomplished, the capabilities of subordinates and available resources; controlling work through periodic reviews; determining subordinates training needs and providing or arranging for such training; motivating subordinates to work effectively; determining need for discipline.
  • Ability to plan and conduct training and instruction.
  • Ability to work independent of supervision.
  • Ability to work within, and support, a team environment.



Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.


I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) 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.

Client-provided location(s): Milford, MA, USA
Job ID: Commonwealth_of_Massachusetts-240001XS
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • Mental Health Benefits
  • Parental Benefits

    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Flexible Work Hours
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
  • Financial and Retirement

    • Pension
    • Financial Counseling
  • Professional Development

    • Promote From Within
    • Mentor Program
    • Access to Online Courses
    • Lunch and Learns
    • Internship Program
    • Leadership Training Program
    • Associate or Rotational Training Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program