NEOGOV · 21 hours ago
Service Desk Lead - IT Customer Support - Senior Specialist
Thurston County – Tumwater, WA
Full-time
Hybrid
Senior Level
$6,806/mo - $9,154/mo
6+ years expNEOGOV is seeking an IT Customer Support Lead to join their Department of Revenue's Information Services division. This role involves providing technical leadership, mentoring junior staff, and ensuring effective service delivery for end-user technology systems across the organization.
GovernmentSoftwareHuman ResourcesInformation TechnologyGovTech
Responsibilities
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
Qualification
Required
Diagnosing complex technical issues efficiently
Implementing long-term solutions rather than temporary fixes
Communicating findings clearly to technical and nontechnical audiences
Developing complex scripts to automate administrative tasks
Troubleshooting and enhancing existing automation
Translating technical requirements into a scalable scripting solution
Maintaining accurate inventory records and asset controls
Conducting audits and ensuring compliance
Using data to forecast needs and reduce operational waste
Leading service desk operations and ensuring SLA adherence
Mentoring technicians and building team capability
Managing escalations and driving process improvements
A bachelor's degree or higher, AND six years of experience in Information Technology with a minimum of 4 years continuous, dedicated, and professional end-user technology solutions work experience
One year of experience supervising or leading IT professionals providing customer service, including troubleshooting, problem resolution, installation and maintenance of end-user technology solutions
Benefits
Defined benefit retirement plans
Health, dental, and vision coverage
Deferred compensation plans
Medical (including vision), dental and basic life insurance
Medical flexible spending account
Dependent care assistance
Washington State Employee Assistance Program
Washington Public Employees' Retirement System (PERS)
Deferred Compensation Program
Public Service Loan Forgiveness
Paid holidays
Sick leave
Vacation (annual leave)
Military Leave
Bereavement Leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
The Carlyle Group,Warburg PincusWarburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase