Service Desk Supervisor
MassachusettsBoston, Massachusetts, United States
Posted February 20, 2026
Full Time
About the Company
The Operational Services Division (OSD) enables state government to obtain the goods and services it needs to serve the people of Massachusetts.
Job Description
The Operational Services Division (OSD) is seeking a Service Desk Supervisor to oversee and supervise daily OSD Service Desk operations, ensure full staffing coverage, and provide support to all Service Desk agents.
Requirements
- Oversee and supervise daily OSD Service Desk operations
- Ensure full staffing coverage during core hours of operation
- Provide support to all Service Desk agents
- Lead a high-performing Service Desk team
- Manage and administer the SugarCRM Case Management Module
- Collaborate on cross-functional initiatives
- Participate in cross-member teams to support OSD projects
- Provide OSD Service Desk Tier II Support
- Document, validate and test all COMMBUYS enhancements and fixes
- Work closely with OSD Leadership and Senior Staff to resolve escalated client issues
- Identify opportunities to streamline procurement requirements and drive continuous business process improvements
- Support eProcurement Solution by meeting regularly with the Operations team and Saas service provider
- Identify bugs and issue during quarterly release test cycles
- Develop and maintain Service Desk support materials and job aids
Benefits
- Comprehensive Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan