IT Customer Support Senior/Specialist - Supervisor

State of Washington•Olympia, WA

36d•Hybrid

About The Position

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 within IT Operations and reports to the Application Operations Manager, who reports directly to the Chief Information Officer (CIO) of the Information Technology Services Division (ITSD). The Application Operations 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:

Requirements

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.

Nice To Haves

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

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.

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