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State of Washington · 1 month ago

IT Customer Support Senior/Specialist - Supervisor

Walla Walla, WA

Full-time

Onsite

Senior Level

6+ years exp

The Washington State Liquor and Cannabis Board (WSLCB) is dedicated to promoting public safety and health through effective administration of liquor, tobacco, and cannabis laws. This role involves supervising the service desk team, ensuring timely resolution of technical issues, and enhancing service quality across the agency's IT operations.

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Responsibilities

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, establish position objectives and expectations

Establish short-term objectives and long-term service desk goals; engage staff and colleagues in collaboration development of short and long-term 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. Use novel and complex methods to enhance service in this domain

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

Qualification

IT service managementCustomer serviceSaaS ITSM solutionsTeam managementService desk toolsProblem solvingTechnical documentationTraining developmentAnalytical skillsCommunication skillsCollaborationLeadership

Required

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

The above experience should include progressive experience and demonstrable knowledge in following areas: Leadership and team management skills as demonstrated by at least 2 years' experience as a supervisor or in a lead support capacity

Strong customer service and communication abilities demonstrated by at least 6 years' experience in a customer facing IT role

2 or more years' experience supporting SaaS ITSM solutions such as EasyVista or similar purposed applications and the supporting configuration and scripting languages such as Python, PowerShell, or SQL

Sound problem solving and decision-making skills as demonstrated by proven experience resolving complex IT issues and handling escalations

An Associate's degree, in IT and related experience, computer science or a related field.; OR completion of two (2) year accredited vocational training program in IT or related program

Recent professional experience as listed above and four (4) technical knowledge of IT systems, service desk tools and service desk methodology

Bachelor's degree in IT and related experience, computer science or a related field

Recent professional experience as listed above and two (2) technical knowledge of IT systems, service desk tools and service desk methodology

Preferred

Information Technology Infrastructure Library Foundation (ITIL) certification or equivalent IT service management (ITSM) knowledge

Experience using service desk analytical tools (Dashboards, KPIs, SLAs)

Demonstrated history of developing training or delivering staff training sessions

Recent experience creating Visual Basic (VB), PowerShell scripts and other scripting tools

Benefits

A comprehensive benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)

Paid Vacation, Leave, and Holidays

Tuition Waiver (enrollment in courses at state universities/colleges on a space availability basis - all or a portion of the tuition/fees may be waived for state employees)

Tuition reimbursement (courses taken with prior approval in order to further employee’s career development with the WSLCB)

Training and career development programs (including online courses and LinkedIn Learning)

A healthy work/life balance (this may include flexible/alternative work schedules and telework/remote work opportunities, when possible)

Employee Assistance Program - confidential program created to promote the health, safety and well-being of public service employees

Generous wellness program (we offer reimbursements for certain fitness related activities)

Onsite exercise facility (for employees working at WSLCB Headquarter Building in Olympia)

Infants at Work Program to promote parent and infant bonding, parental well-being and healthy infant development. Depending on your job duties, work location and supervisor approval, eligible employees who are new mothers, fathers or legal guardians can bring their infant (six weeks to six months) when they return to work

Free parking

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Public Service Loan Forgiveness