IT Customer Support - Senior​/Specialist - Supervisor

IT Customer Support Senior/Specialist - Supervisor

This position resides with the IT Operational Support Team and reports directly to the Operational Support Manager, who reports to the Chief Information Officer of the Information Technology Services Division (ITSD). The team is responsible for frontline technical support, incident management, and service requests across the agency, ensuring high performance of IT services and an excellent end‑user experience.

The Service Desk Supervisor oversees daily operations, monitors staff performance, and ensures timely and effective resolution of technical issues. The role collaborates with higher‑tier support, implements service‑level agreements, and reports trends to improve service quality.

• Independently develop, document, and standardize service desk workflows.
• Contribute to and implement service level agreements for various request types.
• Manage and refine the knowledge base of multidisciplinary issues.
• Train staff on new procedures and documentation.
• Provide direct supervision, establish objectives, and review performance.
• Engage staff in developing short‑term and long‑term service desk goals.
• Foster a culture of collaboration, ownership, and continuous improvement.
• Mentor team members on service desk principles and tools.
• Communicate division and agency decisions and priorities.
• Configure and maintain applications supporting ITSM efforts.
• Maintain the incident and service request catalog.
• Review and prioritize tickets to meet SLA requirements.
• Track ticket progress, identify bottlenecks, and take corrective action.
• Improve incident response protocols and escalation procedures.
• Conduct post‑incident retrospectives and promote accountability.
• Escalate high‑impact system issues to appropriate technical teams.
• Develop and maintain escalation procedures documentation.
• Encourage simplest‑solution approaches to resolution.
• Act as a point of contact for escalated user concerns.
• Gather and analyze user feedback to guide training and service improvements.

The qualifications are grouped by experience and education options:

• Option 1: Six (6) years of recent professional IT experience; six (6) years of experience in IT or a related field; technical knowledge of IT systems, service desk tools, and service desk methodology.
• Option 2: An associate’s degree in IT or a related field, or completion of a two‑year accredited vocational training program in IT.
• Option 3: Bachelor’s degree in IT or a related field; two (2) years of recent professional experience in IT; and two (2) years of technical knowledge of IT systems, service desk tools, and service desk methodology.

All options require progressive experience and demonstrable knowledge in:

• Leadership and team‑management skills with at least two (2) years as a supervisor or in a lead support capacity.
• Strong customer‑service and communication abilities with at least six (6) years in a customer‑facing IT role.
• Two or more years supporting SaaS ITSM solutions such as Easy Vista and associated scripting languages (Python, Power Shell, SQL).
• Sound problem‑solving and decision‑making skills, proven through complex IT issue resolution and escalation management.

• ITIL Foundation certification or equivalent ITSM knowledge.
• Experience using service desk analytical tools (dashboards, KPIs, SLAs).
• Demonstrated history of developing or delivering staff training sessions.
• Recent experience creating Visual Basic (VB), Power Shell scripts, and other scripting tools.

• A comprehensive benefits package (medical/dental/vision, long‑term disability, life insurance, etc.).
• Paid vacation, leave, and holidays.
• Tuition waiver for state university or college courses.
• Tuition reimbursement for approved courses related to career development.
• Training and career development programs (online courses, Linked In Learning).
• Healthy work/life balance with flexible schedules and remote work options.
• Employee Assistance Program for health, safety, and well‑being.
• Generous wellness program with reimbursements for fitness activities.
• On‑site exercise facility for employees at the Washington State Legislatively‑designated headquarters.
• Infants at Work Program for new parents, allowing infants up to six months with supervisor approval.
• Free parking.

The Washington State Liquor and Cannabis Board is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, veteran status, sexual orientation, gender identity, or disability. Applicants are welcome to provide gender pronouns. The Board is committed to ensuring a respectful, safe, and supportive working environment.

For questions about this recruitment or to request reasonable accommodation in the application process, please email hrjobs.gov or call .