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Operations department details staff transitions and rising tech support needs; hotline calls jump over 1,000 in a year
Summary
Acton’s operations division described recent retirements and departures, plans to hire a project coordinator and technology lead, and reported the town hotline logged more than 1,000 additional calls in FY24 compared with FY23; IT help desk tickets remain above 2,000 annually.
Tom (assistant town manager) and Operations staff presented the FY26 Operations Department budget, described recent staffing transitions and highlighted service metrics for the hotline and IT help desk.
Officials said the department now manages 28 town facilities (about 217,000 square feet) and supports more than 500 technology users across town government. The department’s leadership team is handling several near‑term personnel changes: the CIO/operations director retired; the deputy director recently left for another job; and a hiring process is underway for a technology lead and other leadership roles.
Because hiring for skilled maintenance craftsperson positions has been difficult, managers described a planned reprioritization of positions: a craftsperson role is being replaced by a project coordinator focused on contractor oversight and project follow‑through. The department also plans to recruit a help desk technician; managers said an in‑house technician is used to assist municipal boards, committees and volunteers who need in‑person support and training.
Operations staff pointed to two measures that show increased demand: the town hotline answered more than 1,000 additional calls in FY24 compared with FY23, and IT help desk tickets remained above 2,000 for the year, reflecting growing reliance on municipal digital services. Kristen Alexander, who manages the hotline, described daily staffing practices and said the team covers calls even while short‑staffed; she said the hotline is monitored outside business hours and voicemails are checked on weekends for anything that appears to be urgent.
Ending: Managers said they will continue hiring for tech and facilities leadership positions, pursue shared‑service options where appropriate and review outsourcing alternatives while prioritizing continuity of service for residents and boards.
