Office Supervisor Administrative Officer II Supervisor

Introduction

The Maryland Department of Labor is currently accepting applications from qualified candidates for an Office Supervisor position within the Division of Occupational and Professional Licensing. This role offers a comprehensive benefits package, including medical and dental coverage, paid time off (vacation and sick leave), participation in the State pension plan, supplemental retirement options, and membership in the Maryland State Employees Credit Union.

Grade: 14

Location:

100 S. Charles Street, Baltimore, Maryland 21201

The primary purpose of this position is to lead and coordinate all operations within the division’s Central Licensing Unit and Call Center, which serves as the central point of contact for more than 255 licensees statewide and manages over 4,000 calls each week. This role is critical to ensuring the efficient administration of licensing functions for 25 regulatory boards and commissions within the Division of Occupational and Professional Licensing.

Key responsibilities include directing staff operations; training, assigning, and evaluating work; overseeing the review and processing of license applications; and ensuring the timely and accurate issuance of licenses in compliance with established policies, regulations, and statutory requirements.

• Process, coordinate, and verify original and renewal license applications by monitoring information entered by employees through Wells Fargo and the AS400 system to ensure accuracy and compliance with applicable law and regulations. Provide potential licensees with instructions for filing electronically via the internet. Manage and maintain electronic licensing records and payment documentation to ensure accuracy, accountability, and compliance with agency standards and record retention requirements.
• Conduct research, analyze complex administrative and operational matters at the direction of executive leadership, and develop recommendations to support strategic decision-making, process improvements, and innovative business practices. Review, evaluate, and assist in the development and implementation of agency policies, procedures, and program initiatives to ensure operational effectiveness, regulatory compliance, and alignment with organizational goals. Develop, implement, and maintain comprehensive operational procedures for the Payment Center to ensure efficient and compliant processing of original and renewal license applications.
  
  Oversee and coordinate critical Payment Center functions, including reconciliation of lockbox transactions with batch statements, monitoring and maintaining daily package receipt logs for mail deliveries, and ensuring timely and accurate processing of incoming licensing documentation. Evaluate workflow processes within the Payment Center, identify operational inefficiencies, and implement procedural enhancements to improve service delivery, strengthen internal controls, and support overall program objectives.
• Prepare and maintain a staff directive log, which defines procedures to be followed by the Customer Service Center team in the processing of applications, reconciling lockbox transactions, electronic transactions, issuance/release of licenses, and assisting consumers via telephone, email, or in person.
• Review and recommend action plans and procedures to implement new or revised systems/programs. Be responsible for establishing, implementing, and maintaining various special projects as established by new law, regulation, or administrative decision, and assist the administrator on various projects when needed.
• Train and assist new staff with BCT and UC Client software.

Education:

Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience:

Two years of administrative staff or professional work.

• Experience supervising
• Experience with AS400
• Experience managing a call center
• Experience with clerical duties and data entry

Employees in this classification may be assigned duties that require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

Maryland Department of Labor is an equal‑opportunity employer. The policy of LABOR is that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability, or veteran status.