Job Description

　　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 including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

　　The Massachusetts Executive Office of Technology Services and Security (TSS) is seeking to hire a Day Shift Operations Supervisor to join the EOTSS Operations Services group. The day shift Operations Supervisor will be mainly responsible for the day-to-day (7x24) operations. These responsibilities include, but are not limited to, ensuring all batch monitoring and network/infrastructure monitoring is being performed. In addition, all issues are recorded properly within the Service Desk tool and proper escalation standards are followed. The TSS Supervisor will provide guidance and assistance to all staff in understanding and follow all standards and procedures as well as any new processes which are assigned to the TSS Operation Service group.

　　The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. This role is based on a 3-day work week schedule: 3 days on / 4 days off. The day shift work schedule is from 6:00 AM to 7:00 PM EST.

　　This opportunity would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days.

　　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.

　　Duties and Responsibilities:

　　Ensure all batch monitoring and network/infrastructure monitoring is being performedEnsure all failures and issues are properly recorded using the Service Desk toolEnsure adherence by all staff to documented on-call procedures and escalation policiesPerform managerial responsibilities, including approving timesheets and completing performance reviewsEnsure that all staff are well-versed and proficient in using all toolsets utilized by TSS Operations ServicesEnsure that all staff are aware and understand any new processes and proceduresEnsure that all job documentation and procedures are accurate and updated when requiredEnsure that shift turnover is thorough and well-documentedProvide excellent customer service; ensure that staff interact professionally with customers, other support teams, and colleagues at all timesAttend weekly CAB/Change Control meetingsAssist in EOTSS Disaster Recovery testingPerform all related duties as requiredParticipate in special projects as assigned

　　Preferred Knowledge, Skills, and Abilities:

　　Three (3) years of experience in a production, mission-critical, 24x7x7365 IT operations environmentTwo (2) years of experience providing service delivery support disciplines as defined until ITILProven knowledge and experience in utilizing a ticketing system, with ServiceNow experience preferredStrong knowledge and hands-on experience with automated scheduling systems; Control-M preferredDemonstrated knowledge and experience with infrastructure monitoring tools; OpsRAMP preferredExperience in establishing and maintaining relationships with individuals at all levels of the organization, including the executive levelStrong understanding of ITIL best practices (Incident Management, Major Incident Management, Change Management, Problem Management)Understanding of Change ControlProficiency in Microsoft O365 applications (Word, Excel, PowerPoint, and Outlook)Innovative and able to take measured risks with the ability to quickly learn new skills and processesGood understanding of internet technologies and applications with an interest in continued learning and growthAbility to assist and guide team members with defined policies and proceduresExcellent written and verbal communication skills with the ability to present and communicate complex technical information in a clear and concise manner

　　Education and Certifications:

　　Bachelor's degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experienceITIL Foundation certification preferred, but not required

　　Qualifications

　　First consideration will be given to those applicants that apply within the first 14 days.

　　Minimum Entrance Requirements:

　　Applicants must have at least (A) four years of full-time, or equivalent part-time, professional experience in electronic data processing of which (B) at least two years must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below.

　　SUBSTITUTIONS:

　　I. An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.

　　II. A Bachelor's degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.

　　III. A Graduate degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.

　　IV. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.

　　V. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.

　　VI. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.

　　*Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

　　NOTE: No substitution will be allowed for more than two years of the required (A) experience.

　　NOTE: No substitution will be allowed for the two years of the required (B) experience.

　　Special Requirements: None.

　　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.