Hybrid Director of Technology Client Services bei Massachusetts Bay Transportation Authority, MA

About the Department

The Director of Technology Client Services is responsible for ensuring a high-quality, customer-focused support experience across all end-user touchpoints. The Director oversees the 24x7 help desk and the desktop support team, managing both functional areas through direct supervision of the Help Desk Manager and the Desktop Support Manager. The Director drives innovation and service delivery excellence to meet the evolving technology challenges and expectations of MBTA customers and staff in the transportation industry.

Position Duties

• Provide overall leadership, supervision, and strategic direction for Client Services to address the technology needs of MBTA customers.
• Lead the client services function, ensuring effective, responsive, and high-quality support through the 24x7 help desk and desktop support operations.
• Directly supervise and provide strategic guidance to the Help Desk Manager and Desktop Support Manager, ensuring strong leadership and accountability within each team.
• Establish service level agreements (SLAs), key performance indicators (KPIs), and quality metrics to monitor and continuously improve end-user support performance and customer satisfaction.
• Drive standardization and efficiency in incident management, request fulfillment, and problem resolution across all support tiers.
• Ensure that capacity planning and hardware service provisioning are able to meet the growth and changing needs of the business.
• Ensure participation of appropriate technical expertise in requirements gathering and solution design phases of assigned projects.
• Manage developmental aspects of the product/service lifecycle including requirements, strategy, architecture, and standards.
• Collaborate across MBTA IT to ensure that proposed technology solutions—including compute, storage, and automation roadmaps—are aligned with the enterprise-wide architectural strategy.
• Oversee end-user computing lifecycle planning, including desktop/laptop procurement, image management, and software deployment strategies.
• Ensure that appropriate steps are taken to minimize or act upon security risks and provide oversight of disaster recovery and business continuity plans.
• Act as the highest escalation level for all end-user support issues, leading teams toward timely and effective problem resolution.
• Identify trends and root causes of problems; implement remediation and process improvement plans based on data-driven insights.
• Maintain strong relationships with all business units and MBTA IT teams to define, design, and implement effective technology solutions and services.
• Develop and manage vendor relationships for client services tools, support platforms, and systems to ensure accountability and delivery quality.
• Provide thought leadership across the MBTA IT organization through the development of target architectures and support standards.
• Deliver clear, consistent communication and executive reporting related to client services and infrastructure performance and initiatives.
• Collaborate with MBTA IT leadership on long-term and annual budgets, spending targets, efficiency initiatives, and cost management strategies.
• Foster a team culture built on mentorship, collaboration, and continuous improvement through strong leadership and people management skills.
• Oversee hiring, onboarding, training, and performance management for all direct reports and their teams.
• Drive adoption of repeatable, measurable processes and best practices across all technology operations and support functions.
• Lead the creation and maintenance of design documentation to ensure consistency and scalability of infrastructure and client services.
• Act as a catalyst for organizational change, breaking down functional silos and promoting cross-team collaboration across IT.
• Perform all other duties and projects that may be assigned.

Supervision

• Directly supervises managers of Help Desk and IT Service Delivery.

Minimum Qualifications

• Bachelor’s degree from an accredited institution in Information Systems, Business, Engineering, or related field.

• Seven (7) years of IT experience including end-user computing lifecycle planning, overseeing desktop support, and/or leading a 24x7 IT client support operation.

• Five (5) years of supervisory, managerial, and/or leadership experience.

• Demonstrated experience in the implementation of standardized processes, particularly in the areas of data center operations and help desk.

• Proven ability in developing and implementing performance metrics in the areas of service level agreements, system and network uptime measurements and performance monitoring.

• Strong financial management skills in budgeting, forecasting and cost control.

• Experience managing medium and large infrastructure projects such as data center relocations, hardware platform upgrades and disaster recovery plan implementations.

• A persuasive, professional communication style, capable of communicating complex, technical topics to a wide variety of audiences.

• Proficiency with MS Office applications.

• Effectively communicate with customers, employees and vendors.

• Excellent customer service, negotiation, conflict resolution, communication and presentation skills.

Other Qualifications

• A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement. 
• An Associate’s degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the Bachelor’s degree requirement.
• A Master’s degree in a related subject substitutes for two (2) years of general experience. 
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.

Preferred Experience and Skills

• · More than seven (7) years of IT experience including end-user computing lifecycle planning, overseeing desktop support, and/or leading a 24x7 IT client support operation.

• · Experience leading a 24x7 IT client support operation.

• · Experience directly managing managers for help desk and desktop support teams.

• · Experience managing IT service delivery including multi-location collaboration.

• · Demonstrated experience overseeing vendor relationships and service performance.