IT Customer Support Senior​/Specialist - Supervisor

WSLCB Vision

Safe communities for Washington State

Promote public safety, public health, and trust through fair administration and enforcement of liquor, tobacco, cannabis and vapor laws.

Recruitment Timeline: This recruitment is open until filled. First review of applications will be November 25th, 2025, please submit an application on or before November 24th, 2025. The hiring authority reserves the right to make a hiring decision at any time. We encourage all to apply as early as possible.

Hybrid Position: This position will be required to work in the office at least 1 to 2 days per week. This may change based on business need. Some travel within the State of Washington is also required.

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety, public health, and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws. We seek individuals who demonstrate a strong work ethic, excellence in customer service, teamwork, and quality performance.

We strive to foster a culture of excellence, open communication, transparency, accountability, data‑driven decisions, and continuous improvement.

The WSLCB promotes Diversity, Equity, Inclusion, and Belonging in all aspects of our work. We maintain a thriving culture where employees and those we serve feel safe and accepted regardless of background or beliefs. As a team member, you will have the opportunity to join statewide business resource groups, such as Rainbow Alliance and Inclusion Network, Veteran Employee Resource Group, Latino Leadership Network, Blacks United in Leadership and Diversity, Disability Inclusion Network, Washington Immigrant Network, and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network.

IT Customer Support Senior/Specialist - Supervisor (Olympia, WA)

This role resides within IT Operations and reports to the Application Operations Manager, who reports directly to the Chief Information Officer of the Information Technology Services Division (ITSD). The Application Operations team delivers frontline technical support and ensures seamless IT service delivery across the agency. The team handles incident management, service requests, and user support, and collaborates within the division on product management, road mapping, and service level agreements.

As a supervisor, you will oversee the daily operations of the service desk, monitor staff performance, provide guidance and training, collaborate with other supervisors, and implement procedures to improve service quality and efficiency. You will also act as a liaison between the service desk and agency leadership, ensuring customer satisfaction and compliance with policies and SLAs, and analyze support trends to proactively prevent issues.

• A comprehensive benefits package (including Medical/Dental/Vision, Long Term Disability, Life Insurance, etc.)
• Paid Vacation, Leave, and Holidays
• Tuition Waiver (enrollment in state university/college courses subject to space availability; all or part of tuition may be waived)
• Tuition reimbursement for approved courses to support career development
• Training and career development programs (online courses and Linked In Learning)
• A healthy work/life balance (flexible schedules, telework/remote opportunities when possible)
• Employee Assistance Program – confidential support for health, safety, and well‑being
• Generous wellness program (reimbursements for fitness activities)
• Onsite exercise facility (for employees at WSLCB Headquarters in Olympia)
• Infants at Work Program (eligible new parents may bring infant six weeks to six months under supervisor approval)
• Free parking

• Develop, document, and standardize service desk workflows to ensure consistency and efficiency
• Contribute to and implement service level agreements for various request types
• Manage and refine a knowledge base of multidisciplinary issues and resolutions
• Train service desk staff on new and updated procedures
• Provide direct supervision of service desk personnel, establish objectives and expectations
• Set short‑term and…