The Committee for Public Counsel Services, the Massachusetts state public defender agency, is seeking an experienced IT professional to supervise IT Helpdesk staff and ensure service delivery and support to nearly 800 staff across 20 office locations around the Commonwealth.  The position is part of the IT Infrastructure team. The IT Division has permanent workspace in Boston, Brockton, Worcester and Springfield and this position may be seated in any available IT workspace.

We fight for equal justice and human dignity by supporting our clients in achieving their legal and life goals. We zealously advocate for the rights of individuals and promote just public policy to protect the rights of all.

Our Values

Courage   •   Accountability   •   Respect   •   Excellence

DIVERSITY AND INCLUSION MISSION STATEMENT

CPCS is committed to protecting the fundamental constitutional and human rights of our assigned clients through zealous advocacy, community-oriented defense, and the fullness of excellent legal representation.  We are dedicated to building and maintaining strong professional relationships, while striving to accept, listen to and respect the diverse circumstances of each client, as we dedicate ourselves to meeting their individual needs.  It is our CPCS mission to achieve these goals, and in furtherance thereof, we embrace and endorse diversity, equity and inclusion as our core values as we maintain a steadfast commitment to: (1) Ensure that CPCS management and staff members represent a broad range of human differences and experience; (2) Provide a work climate that is respectful and supports success; and (3) Promote the dignity and well-being of all staff members. CPCS leadership is responsible for ensuring equity, diversity, and inclusion. The ability to achieve these goals with any level of certainty is ultimately the responsibility of each member of the CPCS community.

AGENCY OVERVIEW

CPCS is the state agency in Massachusetts responsible for providing an attorney when the state or federal constitution or a state statute requires the appointment of an attorney for a person who cannot afford to retain one.  The agency provides representation in criminal, delinquency, youthful offender, family regulation, guardianship, mental health, sexually dangerous person, and sex offender registry cases, as well as in appeals and post-conviction and post-judgment proceedings related to those matters.

The clients we represent are diverse across every context imaginable and bring many unique cultural dimensions to the matters we address. This reality creates a critical need for CPCS staff to be culturally competent and able to work well with people of different races, ethnicities, genders and/or sexual orientation identities, abilities, and limited English proficiency, among other protected characteristics.

DEPARTMENT OVERVIEW 

The Information Technology Division enables and enhances the delivery of the Agency’s mission to serve our clients through the creation of innovative digital products and the support of staff, private counsel, and vendor partners. We accomplish these objectives by providing application development and infrastructure services focusing on client success and strategic IT service delivery both as technology leaders and partners in the fight for equal justice and zealous advocacy on behalf of our clients. 

POSITION OVERVIEW 

The Helpdesk Supervisor is responsible for overseeing the day-to-day delivery of technology services to the Agency and its stakeholders through help desk operations and supervise, mentor, and provide guidance to helpdesk staff. The Helpdesk Supervisor directly supervises IT Helpdesk staff which currently consists of six IT Support Specialists who are responsible for IT service delivery and supporting nearly 800 staff at more than 20 office locations around the Commonwealth. In addition, they manage critical systems that support billing operations for over 2,500 private attorneys and vendors, ensuring the reliability and effectiveness of the agency’s statewide technology infrastructure.

Success in this role requires a willingness to work directly with end-users, including non-technical staff, and to actively engage in hands-on problem-solving. The ideal candidate is equally comfortable leading technical teams as they are rolling up their sleeves to resolve complex issues.

The position requires regular travel to office locations across Massachusetts—estimated at up to 30% of working hours—and participation in a rotating on-call weekend support schedule. A valid driver’s license and reliable vehicle are required.

The position is part of the IT Infrastructure team. The IT Division has permanent workspace in Boston, Brockton, Worcester and Springfield and this position this position may be seated in any available IT workspace.

This position will report to the Manager of Infrastructure Operations.

MINIMUM ENTRANCE REQUIREMENTS

• Associates degree in Information Technology, Information Systems, Computer Science, Systems or Network Administration, or related degree or an equivalent combination of skills, education, and experience;
• 3+ years’ experience supporting and implementing technology in a medium-sized organization. This includes, providing technical Helpdesk and technical customer service in a Microsoft environment, including Windows 10/11, Windows servers 2016-2022, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Azure experience helpful;  
• 3+ years’ experience managing, mentoring, and training staff;
• 3+ years’ experience working on multi-disciplinary teams;
• 3+ years’ managing MS 365 Admin Center;
• Experience managing multiple projects and priorities;
• Valid driver’s license with the ability to use a reliable personal vehicle for transportation on a reimbursable basis. Travel is estimated at between 30% within the Commonwealth; and,
• Access to a personal computer with home internet access sufficient to work remotely.

QUALIFICATIONS/SKILLS

• A Bachelors or advanced degree in Informational Technology and Information Systems, Computer Science, Systems & Network Administration, or related degree is preferred;
• Strong communication and organizational skills and attention to detail;
• Ability to effectively supervise and complete effective and timely performance evaluations;
• Excellent customer service skills;
• Advanced trouble shooting skills to proactively address potential issues and identify new, relevant technologies;
• Flexibility and strict adherence to confidentiality;
• Proven ability to work effectively as part of a team and independently; and,
• Ability to establish and maintain cooperative working relationships with colleagues and supervisors, as well as with external service providers.

RESPONSIBILITIES

•  Overseeing IT service delivery to ensure sound and effective IT service management techniques and seeking out opportunities to improve services and maintain industry best practices;
• Ensuring that annual performance evaluations are completed for all IT Support Specialists in a timely and comprehensive manner;
• Developing policies and procedures that promote process and service improvements and providing guidance to staff regarding policy and procedural decisions;
• Administering and maintaining technologies that support effective IT service delivery;
• Coordinating communication and outreach to agency staff for technology services, projects, and announcements. Collaboratively authoring, editing, approving, and disseminating IT communications ensuring that they are timely, accurate, and meaningful to consumers of IT services;
• Facilitating business unit technology decisions with evaluation, deployment, and configuration of new support services to further agency initiatives;
• Managing the administration of user accounts, permissions, and access rights for agency information systems;
• Assisting the creation of technical documentations and training materials;
• Providing input into infrastructure strategy and vision in conjunction with the Chief Information Officer and the Director of Infrastructure;
• Providing technology trouble shooting;
• Conducting hands-on technology implementation and managing end-user infrastructure access;
• Participating in regular weekend rotation coverage;
• Proactively identifying new, relevant technologies;
• Providing mentorship, problem resolution, and assisting the training of new IT support personnel; and,
• Other duties as assigned.

EEO Statement

The Committee for Public Counsel Services (CPCS) is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ethnicity, sex, disability, religion, age, veteran or military status, genetic information, gender identity, or sexual orientation as required by Title VII of the Civil Rights Act of 1964, the Americans with Disabilities Act of 1990, and other applicable federal and state statutes and organizational policies.  Applicants who have questions about equal employment opportunity or who need reasonable accommodations can contact the Chief Human Resources Officer, Sandra DeBow-Huang, at sdebow@publiccounsel.net