L&I IT Service Desk Supervisor (IT Customer Support - Journey)

Washington State Department of Labor & Industries; Seattle (WA); On-site; USD 70,000 - 96,000; Full time

Job summary

Join Washington State Department of Labor & Industries as an IT Service Desk Supervisor, leading a dedicated IT team. Oversee technical support operations, ensuring efficient and reliable service delivery to meet agency standards and enhance customer satisfaction. Ideal candidates will bring extensive IT experience and supervisory expertise, contributing to a mission-driven organization.

Qualifications

• Six (6) years of professional IT experience in troubleshooting and resolving technical issues.
• Two (2) years in a supervisory role in an IT environment.
• Basic understanding of Microsoft PowerShell scripts.

Responsibilities

• Lead a team providing Tier 1 and Tier 2 IT support across the agency.
• Troubleshoot hardware, software, and network issues.
• Supervise Service Desk team, assign tasks, and ensure quality service.

Skills

Problem Solving

Customer Service

Technical Assistance

Education

Bachelor’s degree in Information Technology or related field

Tools

Microsoft PowerShell

Job description

L&I IT Service Desk Supervisor (IT Customer Support - Journey)

Join to apply for the L&I IT Service Desk Supervisor (IT Customer Support - Journey) role at Washington State Department of Labor & Industries

L&I IT Service Desk Supervisor (IT Customer Support - Journey)

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Join to apply for the L&I IT Service Desk Supervisor (IT Customer Support - Journey) role at Washington State Department of Labor & Industries

Washington State Department of Labor & Industries provided pay range

This range is provided by Washington State Department of Labor & Industries. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$70,692.00/yr - $95,112.00/yr

Description

Our Mission: Keep Washington Safe and Working!

Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability

Please Note: IT supervisors will receive five percent (5%) supervisory pay differential in addition to their base pay.

This opportunity is open to current Labor & Industries employees only.

Are you a problem solving pro? Do you strive to ensure your customers are satisfied with the solutions you and your team provide? Do you enjoy leading teams of service desk employees and ensuring they are successful, supported, and able to provide solutions to their customers? If so, apply today!

About The Program

Within the Information Technology (IT) Division at L&I, our Maintenance & Operations (M&O) Program ensures that day-to-day IT functions continue with minimal disruption. From developing and enhancing over 300 software applications to managing critical databases, we keep operations running efficiently and securely. Our IT Enterprise Services program, which includes the Service Desk, ensures the effective operation and satisfaction of agency-wide IT systems and services.

About The Job

As the IT Service Desk Supervisor, you’ll lead a team of skilled IT professionals who provide Tier 1 and Tier 2 support, ensuring the effective operation and satisfaction of agency-wide IT systems and services. You and your team resolve complex issues, assist with hardware and software setup, monitor systems, and help educate users to improve self-sufficiency. In this position, your goal is to ensure you and your team deliver reliable, efficient, and customer-focused IT support that aligns with the agency’s mission and operational needs.

Duties

Some Of What You’ll Do

• Serve as the central point of contact for IT support, providing technical assistance and consultation across the agency.
• Troubleshoot issues related to hardware, software, networks, and mobile devices.
• Provide outstanding customer service to individuals at all technical levels.
• Lead the agency’s Incident Response Team (IRT), coordinating meetings, communications, and service restoration efforts.
• Manage the restoration of technology services, documenting issues, resolutions, and impact durations.
• Maintain the IT Service Management (ITSM) Knowledge Base with updated technical procedures and processes.
• Monitor and manage the change control queue, ensuring timely review and processing of changes.
• Consult with customers to assess technology needs and provide ergonomic and technical recommendations.
• Configure and manage Active Directory accounts, group memberships, and password resets.
• Set up and manage file shares and permissions, ensuring data security and proper access controls.
• Supervise the Service Desk team by assigning work, tracking progress, and ensuring service standards are met.
• Mentor team members, conduct evaluations, and support their professional development with tailored plans.
  
  

Qualifications

Required:

• A minimum of six (6) years’ of professional IT experience* identifying, troubleshooting, and resolving technical problems.
• Education may substitute year for year for experience up to four (4) years for a Bachelor’s degree and up to two (2) years for an associate’s degree in Information Technology, Computer Science, Business Administration, or a closely aligned field.
• A minimum of two (2) years' experience in all of the following:
• As a Supervisor in an IT environment and communicating about technology issues with a non-technical customer base, verbally and in writing.
• Demonstrating the ability to research, evaluate and draw conclusions from data; support recommendations with facts and analysis, interpret and apply policies and procedures.
• Functioning as part of an IT team, building rapport with co-workers and business customers, effectively coordinating work efforts and providing excellent customer service.
• A basic understanding of Microsoft PowerShell scripts.
• Note: For this position ‘professional IT experience’ is defined as experience identifying, troubleshooting, and resolving technical problems, such as:
• consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment
• directing projects; providing customer or technical support in information technology
• administering or supervising staff who performed work in any of these information technology disciplines
  

Desired

• One (1) year of experience with Methodologies and Best Practices: Agile/Scrum.
• Industry certifications such as A+, Network+, MTA, MCSA/
• A basic understanding/experience in creating and maintaining databases.
  
  

Supplemental Information

Things You Need To Know

For this position, telework is permitted part time and dependent upon business needs; there is an expectation to report to the office. For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer. The assigned duty station for this position is Tumwater, Washington. R emote work from a state outside of WA requires approval.

State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee’s career. Click on the “Benefits” tab to learn more.

At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.

To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.

Application process

We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the required and desirable qualifications described in the announcement.

Please Include The Following Documents With Your Application

• A cover letter describing specific qualifications.
• A current resume detailing applicable experience and education.
• A list of at least three professional references with current telephone numbers. *Please note: we will never call any reference without your written authorization
  
  

Please do not attach or place any medical information (vaccination status included) within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.

To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I . If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.

Background Check Notice

Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.

Other Information

• IT position applicants selected to move forward in this hiring process will receive an email skills assessment invitation within 3 weeks of your application being accepted. An applicant may complete the assessment when ready, but the invitation to complete the assessment will expire 5 days after the invitation was sent. Once you start the assessment, you will be required to complete it. You cannot start your assessment and then come back to it later. Please look in your email inbox or spam as these invitations are sent by CodeSignal.
• For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.
• This position is represented bytheWashington Federation of State Employees (WFSE).
• Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
• Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.
• Sign up for L&I Job Alerts to receive information about our newest openings: GovDelivery
  
  

Did You Know?

Washington is America's Top State to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer.

In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.

Veterans Preference

Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s [e-mail] .

Diversity, Equity, and Inclusion Employer

L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agency’s greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.

The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

For more Information

If you have any questions regarding this job posting, program, or the agency, please contact Jennifer Nuño at [e-mail] .

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Part-time

Job function

• Job function

  Information Technology

• Industries

  Government Administration

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