Deputy Chief Operating Officer (DCOO) of End User Services

The Executive Office of Technology Services and Security (EOTSS) is the state's lead office for information technology. We provide enterprise level information technology services and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital and data services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

EOTSS is seeking to hire a Deputy Chief Operating Officer (DCOO) of End User Serviceswho directly supports the Chief Operating Officer (COO) overseeing and managing the technology and support services that directly impact End Users within the enterprise. This position is crucial for ensuring that employees have the necessary tools, systems, and support to perform their jobs efficiently and will need to balance technical expertise with strategic planning and management skills to support the overall goals of the organization.

The DCOO of End User Services will be responsible for ensuring efficient and effective service delivery, aligning technology services with the needs of End Users, fostering a positive user experience, ensuring the overall effectiveness and security of the IT services, and promoting a culture of continuous improvement within the organization.  They will manage Operations and Engineering teams, Including Service Desk, Deskside/Field Support, VIP Support, Accounts Management, Enterprise Print Management, Office 365 Support and Engineering, End User Platform Engineering, Asset and Configuration and Incident and Problem Management.

The DCOO of End User Services will lead the management, development, standardization, and deployment of IT End User Solutions that support the delivery of services across the organization. This individual is responsible for the overall planning, implementation, and management of all End User support and services within EOTSS and across the Commonwealth's Executive Branch.

The primary work location for this role will be the Massachusetts Information Technology Center, 200 Arlington Street, Chelsea, MA 02150. The work schedule for this position is Monday through Friday, 8:30AM to 4:30PM 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.

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.

Position Responsibilities (including but not limited to):

         Provides leadership and expertise in managing infrastructure information systems across the enterprise.

         Lead a team of IT professionals responsible for End User Services and support.

         Supervises, leads, hires, coaches, and evaluates performance of staff.

         Develop and implement strategic plans for end-user IT services that align with the overall goals and objectives of the organization, includes assessing current technology needs and anticipating future requirements.

         Ensure the effective and efficient delivery of IT services to End Users. Manage service desk operations, technical support, and ensuring timely resolution of issues to minimize disruptions for employees.

         Focus on enhancing the overall user experience by providing user-friendly and reliable IT services. Staying informed about industry trends and emerging technologies that can improve user productivity and satisfaction.

         Oversee the deployment and maintenance of End-user devices, such as computers, laptops, mobile devices, and associated software, including managing hardware and software lifecycles.

         Implement and enforce security measures to protect end-user systems and data. Ensure compliance with Enterprise Policy and Standards, especially in areas such as data privacy and cybersecurity.

         Work closely with other IT teams, such as hosting operations, network and security operations, customer application and development teams, to ensure seamless integration and delivery of IT services.

         Collaboration with other departments is also essential to understand specific technological needs across the organization.

         Develop and manage budgets for end-user IT services, ensuring cost-effectiveness and efficiency in resource allocation.

         Participate in contract negotiations and ensure that service level agreements (SLAs) are met.

         Create and maintain documentation to support End Users in troubleshooting common issues independently.

         Define and track key performance indicators (KPIs) to measure the effectiveness and efficiency of End-user IT services. Use these metrics to identify areas for improvement and optimize service delivery.

         Manage relationships with third-party vendors and service providers to ensure they meet service level agreements (SLAs) and contribute to the overall success of End-user IT services.

         Develop and implement ITSM strategies aligned with the overall business goals and objectives.

         Collaborate with other IT leaders and business stakeholders to ensure ITSM plans support the organization's needs.

         Design and implement IT service management processes, such as asset management, configuration management, incident management, problem management and change management.

         Continuously improve ITSM processes to enhance efficiency, effectiveness, and alignment with industry best practices (e.g., ITIL).

         Select, implement, and manage ITSM tools and technologies that support service management processes.

         Overseeing the resolution of major incidents and problems to minimize business impact.

         Conducting root cause analysis and implementing preventive measures.

         Communicate ITSM goals, policies, and processes to the broader organization.

         Collaborate with other IT teams and business units to ensure a coordinated approach to service delivery.

         Lead a culture of continuous improvement in ITSM practices and processes.

Key initiatives:

         Ongoing implementation and maturation of the organization's PC as a Service offering and capabilities, including no-touch/light-touch deployment, depot replacement services, VIP support and regionalized field services support.

         Implementation of the enterprise-wide Mobile Device Management service.

         Implementation of the enterprise-wide Enterprise Print Management service.

         Assist in assessing and implementing a training plan that will expand the workforce's skill in cloud related technologies.

         Development, implementation and management of the organization's service level objectives and expectations.

Preferred Qualifications:

         Ten (10) years of senior leadership experience in End Users' services and support.

         Ten (10) years of supervisory experience with proven ability in managing medium to large sized cross functional technical teams, while thriving in a fast-paced environment.

         Ten (10) years of experience in the development, implementation, and maintenance of large-scale support organizations

         Experience in creating and defining new architectural models and explaining complex problems and solutions.

         Ability to "think big" and challenge conventional wisdom regarding technology refresh and hype.

         Expert project management and organizational leadership skills, including the ability to identify and manage risk.

         Demonstrated ability to build strong relationships with internal stakeholders, partners, and vendors.

         Demonstrated experience interacting with all levels of management with strong presentation and facilitation skills.

         Proven collaborative attitude and strong technical aptitude.

         Demonstrated ability to adjust to changing situations and meet changing priorities.

         Demonstrated success in vendor management.

         Proven consensus building skills.

         Ability to maintain a high degree of professionalism and confidentiality.

         Demonstrated strategic thinking and leadership capabilities.

         Solid understanding of information security; including system hardening, log analysis, intrusion detection, and vulnerability scanning

Education and Certification(s):

         Bachelor's degree in computer science, software engineering, or related IT field; or equivalent combination of education and experience required for a senior leadership role.

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) seven (7) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in IT administration or IT management, of which (B) at least four (4) years must have been in a managerial capacity.

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.