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End User Service Desk Supervisor

Company: State of Massachusetts
Location: Chelsea
Posted on: September 14, 2023

Job Description:

*The Executive Office of Technology Services and Security (EOTSS)*is the states 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 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. 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 monitory 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, specific shift TBD*. 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. *_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, and 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 *_Education and Certifications:_* * Bachelors degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience First consideration will be given to those applicants that apply within the first 14 days. Please see Preferred Qualifications. _*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. **Job:** **Information Systems and Technology* **Organization:** **Exec Office of Technology Services and Security* **Title:** *End User Service Desk Supervisor* **Location:** *Massachusetts-Chelsea-200 Arlington Street* **Requisition ID:** *230009V1*

Keywords: State of Massachusetts, Chelsea , End User Service Desk Supervisor, Other , Chelsea, Massachusetts

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