Online Services Supervisor

Virginia Information Technologies Agency•Richmond, VA

6d•$80,000 - $96,000•Hybrid

About The Position

Virginia Tax is seeking an Online Services Supervisor to lead and enhance our robust tax return and payment processing channels. This role oversees a team of Business Analysts and Business Systems Administrators who support the processing of electronic tax returns and payments—both business and individual—within established standards of timeliness and accuracy. Supported systems include our individual and business e‑filing platforms, online tax forms, and the Web Upload system used to submit files electronically. The Tax Processing division manages the annual processing of more than 14 million tax returns and 8 million payments, helping to ensure timely refunds and supporting essential government operations including education, public safety, and programs serving residents across the Commonwealth. As the Online Services Supervisor, you will be part of a dedicated, mission-driven team. In this role, you will demonstrate strong leadership while supervising and supporting staff, along with performing certain technical duties across the following key responsibilities: - Providing production support by responding to inquiries, analyzing issues, preparing reports, and recommending solutions. - Coordinating annual software provider agreements and validating compliance with agency requirements. - Developing business requirements and test scripts for system modifications and annual legislative updates. - Conducting functional analysis and supporting system testing activities. - Running daily reports and queries, reconciling results, and analyzing outcomes.

Requirements

Experience supervising staff in an operational, production, or technical support environment
Experience providing production support, including issue analysis, responding to inquiries, and recommending solutions
Experience working with or supporting multi‑system environments, including running reports, queries, and reconciling results
Demonstrated ability to develop or interpret business requirements and participate in structured testing processes
Ability to review and validate documents, forms, or data for accuracy and compliance
Ability to plan and organize work, manage multiple priorities, and meet deadlines in a fast paced‑ environment
Strong analytical and problem solving‑ skills, including the ability to diagnose workflow issues and recommend corrective actions
Effective communication skills for working with staff, management, vendors, and cross functional‑ partners

Nice To Haves

Experience coordinating with software vendors, managing agreements, or validating compliance with technical or operational requirements
Experience developing test scripts, conducting functional analysis, or supporting system enhancements or legislative changes
Experience in tax administration, accounting, or other regulatory, data driven fields
Experience leading data entry activities or teams in a high-volume environment
Familiarity with enterprise workflow tools, document processing systems, or production level reporting platforms
Experience supporting high volume transaction processing, especially in a government or similarly regulated environment

Responsibilities

Providing production support by responding to inquiries, analyzing issues, preparing reports, and recommending solutions.
Coordinating annual software provider agreements and validating compliance with agency requirements.
Developing business requirements and test scripts for system modifications and annual legislative updates.
Conducting functional analysis and supporting system testing activities.
Running daily reports and queries, reconciling results, and analyzing outcomes.