IT Customer Support - Senior​/Specialist - Supervisor

WSLCB Vision & Mission

Safe communities for Washington State.

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

Position: IT Customer Support Senior/Specialist – Supervisor

Location:

Olympia, WA

Division: IT Operational Support Team, reports to Operational Support Manager and Chief Information Officer of IT Services Division.

Role

Summary:

The operational support team delivers frontline technical support, incident management, and user support. The supervisor oversees daily operations of the service desk, supervises staff, monitors SLA compliance, and drives continuous improvement of service desk processes.

Oversee daily operations of the service desk team, ensuring timely and effective resolution of technical issues and support requests. Facilitate collaboration with higher‑level support and supervise staff performance.

• Independently develop, document and standardize service desk workflows to ensure consistency and efficiency.
• Contribute to and implement service level agreements for various request types to establish clear performance expectations.
• Manage and refine knowledge base of multidisciplinary issues and resolutions to empower staff with quick reference material and reduce repeat incidents.
• Train service desk staff on new and updated procedures to ensure consistent understanding and implementation.
• Provide direct supervision of service desk personnel, establishing position objectives and expectations.
• Establish short‑term objectives and long‑term service desk goals; engage staff and colleagues in collaborative development of objectives; obtain manager review and approval of long‑term technical roadmap; ensure alignment with division’s approved technology roadmap.
• Foster a culture of collaboration, ownership, and continuous improvement.
• Mentor team members on service desk principles and tools.
• Consistently communicate division and agency decisions and priorities to staff, seeking input and feedback whenever possible.
• Configure and maintain application supporting agency ITSM efforts.
• Maintain ITSM incident and service request catalog and incorporate user feedback to improve and streamline processes.
• Review and prioritize incoming tickets to ensure incidents and requests are categorized correctly and addressed within established service level agreements.
• Independently track ticket progress and resolution times to identify delays or bottlenecks and take corrective action as needed.
• Understand and collaborate on improvement to incident response protocols and escalation procedures.
• Conduct post‑incident retrospectives and promote accountability and ownership as a part of team culture.
• Escalate high‑impact system‑specific issues to appropriate technical team members in a timely and structured manner.
• Develop and maintain clear documentation of escalation procedures and ensure all service desk staff understand and follow the procedures.
• Encourage a culture of simplifying resolution by fostering dialogue and promoting the ideals of solving issues at the simplest level.
• Act as a point of contact for escalated user concerns, ensuring issues are addressed professionally and promptly.
• Gather and analyze user feedback to identify trends, improve service quality, and guide team training needs.

Option 1:
Six (6) years recent professional experience in technical knowledge of IT systems, service desk tools, and service desk methodology, and six (6) years of experience in IT and related experience, computer science or related field, or substituted work experience.

Option 2:
An Associate’s degree in IT and related experience, computer science or related field; OR completion of a two‑year accredited vocational training program in IT or related program.

AND:
Four (4) years recent professional experience and four (4) years technical knowledge of IT systems, service desk tools and methodology.

Option 3:
Bachelor’s degree in IT and related experience, computer science or related field. AND Two (2) years recent professional experience and two (2) years technical knowledge of IT systems,…