IT Customer Support - Senior/Specialist - Supervisor

Description

This recruitment is open until filled. First review of applications will be May 29th, 2026, please submit an application on or before May 28th, 2026. The hiring authority reserves the right and may exercise the option to make a hiring decision at any time. We encourage all to apply as early as possible.

The mission of the Washington State Liquor and Cannabis Board (WSLCB) is to promote public safety, public health, and trust through fair administration, education and enforcement of liquor, cannabis, tobacco, and vapor laws. We search for people who demonstrate a strong work ethic, excellence in customer service, partnering and teamwork, and quality performance.

We want to create a culture that fosters excellence in customer service, open and honest communication, transparency and accountability, data driven decisions, and business-initiated process improvement.

Our commitment to DEIB

The WSLCB strives to promote Diversity, Equity, Inclusion, and Belonging (DEIB) in all aspects of our work. This includes a commitment to our workforce and external stakeholders.

It is our mission to build, educate, and inspire an inclusive environment that recognizes, respects, and celebrates diversity in the workplace and in the community we serve. We are committed to maintaining a thriving culture where employees and those we serve feel safe and accepted regardless of education, background, or beliefs. As a WSLCB team member, you will have opportunity to join statewide business resource groups (BRGs) such as, Rainbow Alliance and Inclusion Network; Veteran Employee Resource Group; Latino Leadership Network, Blacks United in Leadership and Diversity; Disability Inclusion Network; Washington Immigrant Network; Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network; Supporting our Voices, Empowering Rights, and Engaging Indigenous Governance; and Interagency Committee of State Employed Women.

The WSLCB Information Technology Services Division is announcing an exciting opportunity for an IT Customer Support Senior/Specialist - Supervisor at Olympia, WA. This position resides with the IT Operational Support Team and reports directly to the Operational Support Manager, who reports directly to the Chief Information Officer (CIO) of the Information Technology Services Division (ITSD).

The Operational Support team is responsible for delivering frontline technical support and ensuring seamless day-to-day IT service delivery across the agency. This team handles incident management, service requests, and user support. The team acts as the first and last point of contact for all IT issues and collaborates within the division to support product management and road mapping of applications, environments, and hardware. The team works to diagnose and resolve technical problems and maintain good records through the IT ticketing systems. Proactively, the team develops and implements system monitoring, contributes to user access management, and maintains service level agreements to ensure high performance of IT services and an excellent end user experience. This position supervises all service desk members of the team which consists of IT customer support professionals. As a member of the division leadership, this position interacts with other agency leaders both within and outside the division and must contribute to and represent the agency’s leadership goals and vision.

This position is responsible for overseeing the daily operations of the service desk team, ensuring timely and effective resolution of technical issues and support requests. This position facilitates the collaboration with higher tiered support for issues that exceed the skill or documented procedures of the knowledge base. The service desk supervisor monitors staff performance, gives guidance and training, collaborates with other supervisors, and creates and implements procedures to improve service quality and efficiency. By acting as a liaison between the service desk and other agency leadership, the supervisor ensures customer satisfaction and compliance with agency policies and service-level agreements (SLAs). Additionally, the position performs complex work by analyzing trends in support and incident requests to identify recurring problems and develop plans proactively to prevent future issues.

If you have an interest in serving as the agency’s Customer Support Supervisor, and working with leadership and your own team, while assisting internal customers, we encourage you to apply to be a part of the WLSCB team!

WSLCB provides a modern work environment and excellent benefits including:

• 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

Duties

Some of the duties you will perform are:

• 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.

Qualifications

Required Qualifications:

Option 1:

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

Option 2:

Option 3:

• 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.

• 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

Required Equity Competencies:

The ability to take action to learn and grow

This equity competency identifies people who are curious about themselves and others, who take responsibility for knowing their own strengths and weaknesses, and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.

The ability to take action to meet the needs of others

This equity competency identifies people who are flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.

Competencies:

Accountability: Accept personal responsibility for the quality and timeliness necessary to achieve excellent results. With little oversight, develop innovative solutions to a variety of issues. Make timely decisions although faced with limited data or resources. Accept your own role when expectations are not met and respond quickly to resolve issues with others.

Build and Maintain Relationships: Earn the trust, respect, and confidence of coworkers and customers through consistent honesty and professionalism in all interactions. Build and maintain working relationships characterized by mutual acceptance and cooperation. Contributes to an environment that honors diversity and uses diverse perspectives to meet the agency’s mission and goals.

Effective Communications, General: Convey clear, timely, persuasive messages that positively influence the thoughts and actions of others. Effectively express ideas and information through the written and spoken word using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the reader or audience (“plain talk”). Keeps supervisor and co-workers informed while sharing complete and accurate information with others to include staff and people outside the organization. Practices active listening by concentrating on person or caller; listens without interrupting; and asks questions to clarify and verify information.

Effective Communications, Writing Skills: Composes clear, straightforward, and technically correct documents. Proofreads and edits information to improve clarity, organization, content, and correcting errors in grammar, punctuation, and spelling. Independently compose written responses to emails and letters from customers answering questions, providing information, and/or explaining decisions made regarding eligibility for services or compliance with rules. Extract and compile data to prepare narrative, statistical or other reports for review, analysis, documentation, etc (e.g., financial, payroll, labor distribution, purchasing, inventory, registration, patient or student information)

LEAN: Actively pursue opportunities for problem solving and continuous process improvement, participate in team huddles, and promote program priorities and results.

Serving Customers: Build and maintain internal and external customer satisfaction with the products and services offered by the Liquor Control Board, develop innovative ideas that provide solutions to our customers’ challenges.

Safety: Understand and follow agency safety policies and other standards established to maintain a safe work environment. Carefully organize your personal workspace to minimize the likelihood of accidents. Report all injuries, accidents or hazards to your supervisor immediately.

Adaptability: Demonstrates flexibility in the face of change. Projects a positive demeanor regardless of changes in working conditions. Shows the ability to manage multiple conflicting priorities without loss of composure.

Analysis: Use data and information in a clear and rational thought process to assess and understand issues, evaluate options, form accurate conclusions, and make decisions.

Judgment:Exhibits sound judgment and the ability to make reasonable decisions in the absence of direction. Swiftly refers problems/issues to the appropriate person(s) when necessary. Works effectively without constant and direct supervision or guidance.

Consulting: Employ expertise, credibility, and effective partnering to help clients identify, evaluate, and resolve complex or sensitive issues, problems, and service needs.

Administration and Management: Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Computers and Electronics: Knowledge of electronic equipment, computer hardware and software, including applications, programming and databases. Demonstrates advanced proficiency by quickly adapting to new technology and easily acquiring new technical skills.

Program Management: Effectively direct and integrate all aspects of a project or program, ensuring that work progresses toward achieving goals and objectives.

Research Skills: gather information: Can create data gathering processes; can propose/formulate new processes; able to design new organizational systems; can validate appropriateness of data/information; can logically defend outcomes/results; can analyze and evaluate the accuracy of data; can integrate multiple items of data; contrasts conflicting data; can identify and organize documents and information in ways that make it useful for subsequent applications.

Stress Tolerance: Effectively handle highly stressful or adverse situations, making good decisions, working calmly and accurately, and helping to calm others.

Tact & Diplomacy: Respond to difficult, stressful or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintains good working relationships among internal and external customers.

Workload Management: Effectively organize multiple assignments, sometimes of a complex nature or involving competing priorities, to produce work products that are accurate, thorough, and on time.

Personnel Management: Assesses current and future staffing needs based on organizational goals and budget realities. Using merit principles, ensures staff are appropriately selected, developed, utilized, appraised, and rewarded; takes corrective/disciplinary action when necessary.

Administration and Management: Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Supplemental Information

• Completed online application.
• Current Resume.
• Letter of Interest describing how you meet the specific qualifications for the position.
• Three professional references to include a current or recent supervisor with email addresses and phone numbers.