Supervisor of Technical Support

JOB SUMMARY

Lead the Lottery’s technical support team by providing daily guidance and direction to Central Repair Technicians and the Shipper/Receiver. The Supervisor is responsible for setting daily priorities and ensuring the terminal parts repair operation runs efficiently and effectively. The Supervisor is responsible for monitoring and maintaining acceptable levels of productivity and quality work among the Central Repair staff. They also oversee the packaging and shipment of defective parts to contract service providers, ensuring all shipping protocols are followed accurately. The successful candidate must demonstrate proficiency in all Central Repair responsibilities and repair techniques, while taking a leadership role in integrating any/all new terminal architecture into existing repair operations.

ESSENTIAL FUNCTIONS

• Operates under the direction of the Manager of Technical Support and provides support in the daily oversight of Terminal Parts and Central Repair operations.
• Provides day-to-day oversight to Central Repair Technicians, the Shipper/Receiver, and other departmental staff, ensuring compliance with established procedures, productivity benchmarks, and quality standards.
• Oversees daily operations, assigns responsibilities, including troubleshooting, repair, maintenance, and service delivery to ensure timely and effective resolution of technical issues. and supports team performance and development.
• Responsible for ensuring the quality, functionality, and reliability of all repaired sub-assemblies.
• Generates reports to monitor and verify compliance with established performance metrics and operational benchmarks.
• Coordinates the diagnosing, repairing, and refurbishing a wide range of MSLC equipment, components, and peripheral devices.
• Lead efforts to integrate new technologies and tools into support operations, providing training and ensuring seamless adoption by the team.
• Assist the Manager of Technical Support in maintaining an efficient and accurate inventory system for all service parts and components, ensuring optimal stock levels to support regional offices and field technicians effectively.
• Maintains up-to-date knowledge of all technical upgrades and repair procedures to effectively support evolving terminal architecture and ensure continued operational excellence.
• Continuously evaluate and improve technical support processes, workflows, and tools to enhance efficiency and effectiveness of the team.
• Lead or support technical projects, including system upgrades, new equipment rollouts, and process changes, ensuring minimal disruption to operations and alignment with organizational objectives.
• Communicate with other MSLC departments, facilitating clear and effective communication to ensure alignment of goals and operational efficiency.
• Represent the Massachusetts State Lottery Commission with professionalism and integrity in all internal and external interactions.
• Serves as the escalation point for complex or unresolved technical issues with field operations, coordinating resources and expertise to facilitate prompt and effective resolution.
• Responsible for overseeing departmental operations in the manager’s absence.
• Must be physically capable of performing heavy lifting (up to 50 lbs.) and be able to stand on concrete floor for long periods of time. Pushing, pulling and lifting are also essential duties.
• Must have a valid driver’s license and the ability to travel across the Commonwealth as necessary.
• Performs other related duties and special projects assigned to support departmental goals and ensure operational continuity.

PREFERRED QUALIFICATIONS

• 2 + years of experience in technical support, with at least 1 year in leadership or supervisory role.
• Associate’s degree in Electronics or equivalent program is preferred but not necessary.
• Should have a good understanding of service contracts, vendor agreements, and basic procurement procedures, including purchasing guidelines.
• Prior experience leading teams, with an understanding of working within the guidelines of a Collective Bargaining Agreement.
• Demonstrated ability to communicate clearly, professionally, and effectively with vendors, coworkers, and cross-functional teams to support collaboration, resolve issues, and maintain positive working relationships.
• Demonstrated ability and willingness to research, evaluate, and conduct functional testing on new equipment to support integration into existing systems and ensure operational compatibility.
• Possesses general knowledge of all classifications of MSLC terminal architecture, including familiarity with components down to the sub-assembly level.
• Familiarity and experience with departmental software applications such as Cadence, ES Connect, HR/CMS, and other ES utilities (e.g., BI, Retailer Services, Tableau), as well as Microsoft Office applications, are preferred to support service ticket management, report generation, inventory tracking, and daily departmental and field operations.
• Familiarity with current service procedures as suggested by OEM.
• Must be able to understand, train and provide expertise to the Technical Support Staff and technical force in the regions with respect to any alterations, including changes in software/hardware to our MSLC field equipment and associated peripherals.
• Strong maintenance skills to effectively support employees with troubleshooting and repair tasks.
• Consistently demonstrates reliable and punctual attendance.
• Demonstrated ability to lead and develop technical teams in a fast-paced environment.