Online Services Supervisor

Virginia Department of Taxation; Richmond (VA); Hybrid; USD 80,000 - 96,000; Full time

Benefits offered by this job

Flexible schedule

State holidays

Health benefits

Public Service Loan Forgiveness

Retirement benefits

Job summary

Virginia Tax is seeking an Online Services Supervisor to lead and enhance our tax return and payment processing channels. You will oversee a team of Business Analysts and Business Systems Administrators supporting electronic returns and payments across platforms, ensuring timeliness and accuracy.

As part of the Tax Processing division, you will manage 14+ million annual returns and 8 million payments, while supporting government operations and services for Virginia residents.

Qualifications

• Experience supervising staff in a production or technical support environment.
• Experience providing production support, including issue analysis and solution recommendations.
• Experience working with multi‑system environments, running reports, queries, and reconciliation.
• Ability to develop or interpret business requirements and participate in structured testing processes.
• Ability to review and validate documents for accuracy and compliance.
• Ability to plan/work across multiple priorities and meet deadlines in a fast-paced environment.
• Strong analytical and problem-solving skills for diagnosing workflow issues.
• Effective communication with staff, management, vendors, and cross-functional partners.

Responsibilities

• Provide production support by responding to inquiries, analyzing issues, preparing reports, and recommending solutions.
• Coordinate annual software provider agreements and ensure compliance with agency requirements.
• Develop business requirements and test scripts for system modifications and annual updates.
• Conduct functional analysis and support system testing activities.
• Run daily reports/queries, reconcile results, and analyze outcomes.

Skills

Supervising staff

Production support

Multi-system environments

Requirements development & testing

Data accuracy & compliance

Planning & prioritization

Analytical problem solving

Effective communication

Tools

Reports & queries

SQL/DB access

Job description

Hiring Range: $80,000-$96,000 commensurate with experience

Pay Band: 5

Agency: Department of Taxation

Location: Westmoreland

Agency Website: https://www.tax.virginia.gov/work-with-us

Recruitment Type: General Public - G

Job Duties

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.

About the Role

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.

Hiring range is $80,000-$96,000 commensurate with experience

This position is located in Richmond, VA at our Westmoreland Street location.

This position may be eligible to telework up to 2 days a week after 6 months.

As a member of the Virginia Tax team, you can expect additional benefits such as:

• Job stability and quality of life! Enjoy your work/life balance with flexible schedule options.
• 12 Paid State holidays on top of vacation, sick, volunteer, and personal leave!
• Comprehensive and affordable health benefits.
• Got student loans? You may be eligible for the Public Service Loan Forgiveness program.
• Participation in the Virginia Retirement System, VA 457 Deferred Comp, and more.

We are dedicated, resourceful individuals who strive to exceed our customers’ expectations. Not only do we serve the public, we are the public. We are a part of a community that cares about and celebrates each other, promotes opportunities for growth within a stable environment, and supports a healthy work-life balance.

Minimum Qualifications

• 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

Additional Considerations

• 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

All Virginia Tax employees must be current with filing their tax returns ensuring they were filed in compliance with established laws, rules and regulations.

Selected candidate(s) will be required to consent to and successfully pass a background investigation which includes fingerprint-based criminal history, tax compliance, and DMV driving record (if applicable) checks.

The selected candidate will be prohibited from performing tax or accounting services for compensation during or outside business hours.

Virginia Tax is an equal opportunity employer that values diversity in the workforce. All qualified applicants are afforded equal opportunities without regard to race, sex, color, national or ethnic origin, religion, genetics, age, veteran status, political affiliation, or disability.

Reasonable accommodations are available to applicants with disabilities, if requested, during the application and/or interview process. If accommodations are needed, please contact Human Resources at [phone].

Virginia Tax participates in E-Verify.

Consideration for an interview is based solely on the information within the application and/or resume'.