IT Customer Support Supervisor Service Desk Supervisor

The Department of Revenue Information Services division is recruiting for anIT Customer Support Supervisor (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 Supervisor. This supervisory position provides the initial response to and resolution of customer calls to the Service Desk while the other supervisory role focuses on device management responsibilities. These positions will be required to work closely together to fulfill their assigned responsibilities. As part of our Information Services division Leadership Team you will be a leading contributor to our culture of engagement modeling collaboration cooperation and respect.

Who we are:
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.

Who you are:
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 agencys 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 ourrecruitmentvideotofind out more about our agency andseewhatour employeessayabout why Revenue is a great place to work.

In this role you will provide day-to-day supervision and leadership for end-user device management and Service Desk operations. This position manages the annual PC replacement activities. This position is designated as the highest level of technical expertise and uses advanced technical knowledge to develop implement and maintain processes procedures and programs delivering mature IT customer service and device management leadership to DOR and the Economic and Revenue Forecast Council (ERFC). IT customer service to approximately 1800 end user devices used by 1300 agency employees located across the state. The Service Desk team is responsible for end-user technology tools including computers telephones and accessories mobile devices software taxpayer kiosks and printers.

Our IT Customer Support Supervisor:

• Creates and serves as IS central point of communications for all service alerts maintenance outages or degradation of services.
• Collaborate with infrastructure security and architecture staff to ensure end-user solutions meet network and security requirements and support other IT-related initiatives.
• Partners with the End-User Technology Solutions Architect to coordinate implementation of new end-user technologies.
• Establishes and updates hardware refresh cycles and timing of integrating new technology solutions.
• Utilizes experienced leadership and supervision skills and understanding of and support for project management methodologies and advanced technical knowledge.
• Directly and through the work of the team ensures all end user hardware and software is functioning compatible with other critical DOR systems updated to meet unique IRS and DOR security requirements and appropriately configured per license contracts and agreements.
• Analyzes defines and proposes new service delivery approaches and methods that increase customer satisfaction with technology services.

An individual applying for this position must demonstrate the following competencies:

• Demonstrates expert-level knowledge and practical experience in IT environments particularly in end-user technology solutions.
• Demonstrates ability to mentor develop and lead IT staff through coaching and performance planning.
• Applies advanced troubleshooting installation maintenance and problem-resolution skills for end-user technology systems.
• Leads or supervises IT professionals providing direction coaching and performance management in a customer service environment.

Preference may be granted to applicants who possess:

• A bachelors degree or higher ANDSix years of experience in Information Technology with a minimum of 4 years of continuous dedicated and professional experience supporting end-user technologies.
• Experience with Microsoft System Center tools to manage and support IT infrastructure and services.
• Experience supervising IT professionals with demonstrated skills developing and mentoring staff.
• Project Management Professional (PMP) certification and/or knowledge of PMI-based methodologies.

To be considered:

• Complete youronline application in detail.
• Attach a cover letterexplaining how you meet the qualifications of this position.

*Note - Incomplete applications and applications received without requested attachments may be disqualified.*

To take advantage of Veterans preferenceplease attach your DD-214 member 4 long form or your NGB-22. Please black out your social security number and date of birth before attaching.

Hello my name is Lance and I will be assisting with this announcement. As a 20-year Department of Revenue employee I understand the importance of finding a rewarding career with a work-life balance. At Revenue we pride ourselves in connecting talented individuals with opportunity and would like to answer any questions you have.

Please contact any part of the Staffing team at or give me a call .

The Human Resource Division may use referrals from this recruitment to help fill future similar vacancies for up to six months.

Prior to a new hire a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.

The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful inclusive culture for people with disabilities as well as members of all protected groups and statuses. We encourage you to apply.

If you need help during the application process please call the Human Resources Office at . Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-.