Job Description

About the Organization:

The Executive Office of Health and Human Services is the largest secretariat in state government and is comprised of 11 agencies and the MassHealth program. Our efforts are focused on the health, resilience, and independence of the one in four residents of the Commonwealth we serve. Our public health programs touch every community in the Commonwealth. The Executive Office of Health and Human Services directly touch the lives of slightly more than 1 in 4 residents in the Commonwealth \xe2\x80\x94 some of our most vulnerable children, youth, adults, and elders. HHS provides access to medical and behavioral health care, substance misuse treatment, long term services and support, and nutritional and financial benefits to those with low incomes. We connect elders and individuals with disabilities with employment opportunities, housing, and supportive services. We steer troubled youth towards a more successful path and do everything possible to keep children in our child welfare system safe. We support individuals who are developmentally disabled, mentally ill, blind, deaf, or hard of hearing.

About the Role:

EOHHS IT is seeking to hire an IT Support Desk Supervisor. The IT Support Desk Supervisor will support all EOHHS executives and employees to achieve their stated goals and objectives. The IT Support Desk Supervisor will manage a team of 10+, while providing Enterprise Infrastructure and User Support, CIO/ACIO and Customer Service Team Support, and aiming to achieve 100% customer satisfaction.

The primary work location for this role will be at 25 Staniford Street, Boston, Massachusetts 02114, however this position currently follows a remote model of reporting. The candidate would be expected to report to the primary work location with 24-hour notice on occasion and regularly if/when telework guidelines change.

The work schedule for this position is Monday through Friday, 9:00 AM \xe2\x80\x93 5:00 PM EST. Schedules are subject to change based on the operational needs of the business. Intermittent travel to various state sites across the Commonwealth is required.

Duties and Responsibilities:

• Complete all assigned tasks within required service level agreement
• Work with team/s to ensure that all assigned tasks are completed within service levels
• Provide management and escalation of user problems or vendor reported events as needed to insure a complete and ready return to full operating conditions from any service incident
• Work with their teams to achieve all goals and expectations as required in support of the EHS IT general goals and expectations.
• Work with key 24x7 Agency Executives to achieve goals and expectations
• Work with Deputy Director IT Operations \xe2\x80\x93 Patient Care to achieve goals and expectations
• Develop and manage schedule for 24x7 Hospital Application Support On-Call rotation
• Proactively manage the ticketing tools, call center technology and any and all associated IT tools, hardware, software, and related resources
• Support the needs of EHS IT managers who support the IT environment to enable all EHS teams and employees meet the EHS mission, goals and objectives
• Ensure that all EHS managed data is protected and managed in accordance with all regulatory and agency standards

• Act as the IT liaison to their assigned agency ACIOs, IT Operations area/s team/s in regard to all support efforts relative to IT products, projects, and services
• Partner with ACIOs in support of their assigned agencies
• Support Incident and Change Managers and their job functions to insure swift and complete response to business challenges and requirements
• Lead and participate in Quality Improvement efforts
• Provide remote and on-site support of IT Support Desk team/s and team members
• Educate and mentor IT Support Desk and Operations team members and business partners in the practices and policies of EHS IT

Preferred Knowledge, Skills & Abilities:

• Demonstrated success managing a complex, multi-site environment relative to service and support (7x24 support is added bonus)
• Experience supervising and managing teams of 10+ employees
• Proven analytical and problem-solving skills, with the ability to multi-task and prioritize
• Strong customer service background
• Demonstrated success building and managing teams and projects
• Strong Verbal and Written Communication Skills
• Ability to work independently
• Experience providing analytical, technical, managerial, consultative, and administrative guidance to direct reports, upper management, and stakeholders
• Proven experience ensuring services are consistent and not interrupted, while meeting service level agreements
• Ability to manage the design, definition, and assignment IT networks, hardware, and software
• Familiarity with leading edge IT technology, software, and procedures.
• Ability to understand the laws, rules, regulations, policies, and procedures, standards and guidelines governing all EHS activities along with regulatory requirements relative to individual privacy and patient confidentiality
• Knowledge of the methods and technologies used in organizing work processes and functions of large enterprise computer systems in State Government; EHS is a plus

Qualifications 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?

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.

Massachusetts Trial Court