At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s Core Values are built around safety, service, equity, sustainability, and culture. Each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

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.

• 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.

• 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.

• 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.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse  workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including a physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting their positions and throughout the duration of their program.

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. Recruitment team does not have access to existing employee data / history.
3. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
5. Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA, but a valid work authorization and U.S. Social Security Number are required prior to starting work. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
6. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
7. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
9. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
10. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com.
11. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.
12. Intern / Co-Op / Fellow Benefits: Employees taking part in an internship, co-op, or fellowship at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on city from which the employee commutes to work, at no cost. However, no additional benefits are currently offered for interns, co-ops, or fellows.