Title:
Field Services Team Lead
Pay Grade:
Grade 18
Starting Pay: $ 86,605.33
Departmental Mission Statement:
Judicial Information Services Department (JISD) is charged with the implementation, maintenance, update, and training of technology systems in support of the Office of Court Management - all Trial Court Departments, the Office of the Commissioner of Probation, Office of Jury Commissioner, and the Supreme Judicial Court, Appeals Court and Board of Bar Examiners.
ORGANIZATIONAL PROFILE:
Notes:
Successful candidates may need to travel to court locations throughout the Commonwealth as per business needs.
Starting Salary will be commensurate with the candidate's experience and credentials – Grade 18
This position is designated as a union position and is covered by the Collective Bargaining Agreement with O.P.E.I.U., Local 6.
First consideration will be given to those applicants that apply within the first
14 days.
Position Summary: Working within the Judicial Information Services Department of the Office of Court Management of the Trial Court, the Field Services Team Lead is responsible for leading the delivery of on-site support to judges, court staff, and other judicial branch employees in their use of information technology software and hardware. The successful candidate will role model customer service skills, act as an escalation point for other Field Services Staff and oversee the prioritization and scheduling of incident and request handling. The Field Services Team Lead may assist in planning, implementation and deployment of new information systems and services as well as the maintenance and expansion of the existing systems and services. May also lead or serve as a SME on projects as needed.
Supervision Received: The Field Services Team Lead reports to the Manager of User Support; receiving general direction in performing duties in accordance with established guidelines.
Duties:
Supports, and supervises the delivery of on-site support to judges, court staff, and others who utilize information technology systems, telecommunications systems, and video conferencing systems;
Provides direct support, if needed, to judges, court staff and others within the judicial branch who use information technology and systems. The support provided may be delivered in person, by telephone, or electronically;
Leads others in assessing the nature and severity of problems or questions related to information technology, particularly regarding complex, persistent, or highly visible problems and/or questions;
Administers effective frontline assistance to customers where inquiries are beyond the knowledge of the Field Support team members;
Creates and administers both intra and inter teamwork processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery to determine areas of lapses;
Works with JISD, Court Staff and Vendors in resolving problems;
Proactively analyzes data to identify patterns and trends in Service Requests and recommend appropriate actions to address these patterns;
Resolves problems or respond to questions immediately when possible;
Tracks activities leading to resolution of problems, particularly when that resolution requires referral to, or assistance from others, including vendors;
Prepares documentation for systems and services. Directs and supervises others in doing so;
Observes and supports departmental policies and practices, with a particular focus on the management and proper utilization of the department's trouble ticket tracking system;
Utilizes the Service Request Management system to monitor support analyst metrics for response time, resolution time, average time to repair.
Review and Identify Trends, Develop Reports and utilize information from the case management system in supervising staff and improving outcomes as directed
Organizes and reviews vendor invoices for support services; and
Performs related duties as required.
Job Competencies: All applicants must be able, through the interview process, to prove efficiency in the following areas:
Ethics and Values:
Communicates and demonstrates the ethics and values of the Judicial Branch.
Mission:
Understands, upholds, and communicates the Judicial Branch and Information Services missions.
Applied Knowledge
Understands information services operations, specialized tools, applications, and software, with knowledge of policy development and appropriate expertise in project planning methodologies.
Continuous Learning
Demonstrates a commitment to continuously improve their knowledge of fast-changing computer systems and practices.
Commitment to Diversity Promotes an environment of diversity through understanding, respect, and positive communication with persons of varies racial, ethnic, economic and cultural backgrounds.
Customer Service Conducts oneself in a courteous and professional manner when assisting all employees of the Judiciary, regardless of their position in the Judiciary.
Collaboration Works with others cooperatively, demonstrating a willingness to be a team player, and contributing to a work environment that focuses on shared departmental goals.
Problem Solving Is comfortable identifying additional outside resources that can contribute to best practice approaches to problem solving and conflict resolution..
Minimum Requirements:
Associate's degree in Computer Science or a related discipline and 4 years of experience in user technical support and customer service experience; or and equivalent combination of education, technical certifications, and experience supporting people at various levels within an organization in the use of information technology;
Required Skills:
• Demonstrated verbal and written communication skills.
• Ability to understand and document complex technical processes and procedures.
• Ability to maintain confidential information and communications.
• Strong supervisory experience.
• Strong problem-solving skills, critical thinking, and analytical ability.
• Strong task oriented organizational and planning skills.
• Ability to work well under pressure, with differing levels of management personnel.
• Considerable knowledge of desktop computers, Microsoft Windows, Microsoft Office, email product usage and other typical desktop computer applications.
• Considerable knowledge of network-based services such as email, access to/and use of the Internet, use of Intranet, and file and print services.
• Demonstrated leadership skills and demonstrated ability to motivate and develop team members.
• Good problem-solving skills and evidence of the ability to apply these skills to a speedy resolution of Information Technology-related problems.
• Ability to use data to diagnose problems and drive enhancements and efficiencies in departmental operations.
• Experience training people in the use of Information Technology in a classroom setting whether informally, individually, or in small groups.
• Experience in developing documentation and electronic resources for people who support the use of Information Technology.
• Ability to complete tasks independently and as directed by management even when given only general guidelines.
• Ability to assist judges, court staff, and others in accomplishing their assignments; Ability to work effectively alone and as a member of a team.
• Ability to travel to locations throughout the Commonwealth if needed.
• Experience supporting users of court and/or other government systems is preferred.
• Knowledge of and experience working with ITIL Service Management practices.
Certification Requirements:
• ITIL 4 Certification is a plus.
• Current Microsoft or vendor specific (Dell/Lenovo/HP) certification is a plus.
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