Service Desk Lead - IT Customer Support - Senior Specialist

The Department of Revenue (DOR) Information Services division is recruiting for an
IT Customer Support Lead (IT Customer Support – Senior/Specialist) eager to join our Customer Services organization.

This position shares similar responsibilities for the daily operations of our Service Desk along with a second IT Customer Support Lead. This lead position provides expertise for DOR end-user computer environment. Using advanced knowledge and understanding of IT practices and business processes to deliver next-level technical and organizational leadership for escalated requests and to ensure service delivery to customers.

This is an opportunity to work with dynamic, supportive teams: we value the open exchange of ideas and information, work together to solve problems, and continuously seek ways to enhance usability and improve customer service. We believe that the success of one is key to the success of all and strive to ensure a cooperative and supportive environment.

You are someone who actively contributes to group success through constructive feedback, ideas, and suggestions. You enjoy continuous learning, sharing knowledge and skills, and find satisfaction in helping others grow.

You must be able to quickly adapt and adjust priorities and respond to the evolving needs of a diverse set of end users, including tax policy specialists, revenue agents and auditors, excise tax examiners, and tax administrators, who use complex technology tools to perform critical revenue collection functions for state and local agencies.

Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused on achieving the agency's goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds, including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans. This unique culture of respect promotes a professional family of cohesive groups, maximizing potential through opportunity.

We offer a generous benefits package that includes defined benefit retirement plans, health, dental, and vision coverage, and deferred compensation plans.

Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.

Candidate screening will begin as early as February 18, 2026, and the hiring authority may exercise the option to make a hiring decision at any time after. It will be to the applicant's advantage to submit materials as soon as possible.

Please review the opportunity details below and forward this message to others you feel may be qualified.

In this role, you will provide technical leadership and expertise to the technical team that supports our staff using DOR workstations, applications, and systems. Providing Tier 3 troubleshooting and resolution for escalated problems from 14 technology support positions who support approximately 1800 end-user devices used by 1300 staff across the state and nation. This position also recommends new end-user technologies and ensures seamless integration between complex technologies.

• Serve as an escalation point for troubleshooting and resolving highly complex end-user technology systems, including installing, testing, validating, and recommending solutions for end-user computing technology information systems.
• Mentor junior staff on additional troubleshooting steps to resolve issues while building their knowledge, skills, and abilities.
• Use advanced technical knowledge, skills and abilities to resolve escalated or complex technology issues and implement out of box solutions as needed.
• Participate as a technical team member or lead on agency project efforts.
• Ensure IT service delivery needs are represented on agency-wide projects.
• Develop the processes that govern the disposition of all equipment to ensure it is properly disposed of and documented.
• Keep up with current and new developments in information technology.

The ideal candidate will possess the following knowledge,…