• Job Description

  Req#: 5336111
  Salary : $84,120.00 - $113,148.00 Annually
  Location : Thurston County - Olympia, WA
  Job Type: Full Time - Permanent
  Remote Employment: Flexible/Hybrid
  Job Number: 2026-3304-03953
  Department: Liquor and Cannabis Board
  Division: Information Technology Services
  Opening Date: 05/08/2026
  
  Description
  WSLCB Vision
  Safe communities for Washington State
  
  Mission
  Promote public safety, public health, and trust through fair administration and enforcement of liquor, tobacco, cannabis and vapor laws.
  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.
  This position is currently a hybrid position. This position will be required to work in the office at least 2 days per week. This may change based on business needs. There may be some travel required within the State of Washington.
  Who we are
  
  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, ; ; , ; ; ; ; ; and .
  Your opportunity at a glance
  The WSLCB Information Technology Services Division is announcing an exciting opportunity for an IT Customer Support Senior/Specialist - SupervisoratOlympia, 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 (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
  • Paid
  • (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)
  • - 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:
  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.
  AND
  
  Four (4) years of recent professional experience as listed above and four (4) years of technical knowledge of IT systems, service desk tools and service desk methodology.
  Option 3:
  Bachelor's degree in IT and related experience, computer science or a related field.
  
  AND
  
  Two (2) years of recent professional experience as listed above and two (2) years of technical knowledge of IT systems, service desk tools and service desk methodology.
  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.
  
  Preferred/Desired Qualifications:
  • 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.
  If you are excited about this role but not sure if your experience aligns perfectly with every qualification in the job description, we encourage you to apply. At the Washington State Liquor and Cannabis Board, we are dedicated to building a diverse and authentic workplace centered in belonging. You may just be the needed candidate for this or other roles.
  Supplemental Information
  HOW TO APPLY
  
  PLEASE READ THE FOLLOWING INFORMATION CAREFULLY TO ENSURE YOU HAVE SUBMITTED THE REQUIRED MATERIALS TO BE CONSIDERED.
  
  IMPORTANT: To be considered for this position, you MUST include the following, failure to do so will result in your application being disqualified:
  
  1. Completed online application.
  2. Current Resume.
  3. Letter of Interest describing how you meet the specific qualifications for the position.
  4. Three professional references to include a current or recent supervisor with email addresses and phone numbers.
  
  **A resume will not substitute for completing the "work experience" section of the application.
  
  The information provided in your application and supplemental questionnaire must support your selected answers in the supplemental questions. Responses not supported in your application will disqualify you for consideration of employment from this recruitment.
  
  Please Note: The use of Generative AI (like chat GPT) is not allowed on the application.
  
  Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
  Other
  Applicants for employment with the Washington State Liquor and Cannabis Board should also be aware of RCW 66.08.080, which states in part: "No employee of the board shall have any interest, directly or indirectly, in the manufacture of liquor sold under this title, or derive any profit or remuneration from the sale of liquor, other than the salary or wages payable to him in respect of his office or position, and shall receive no gratuity from any person in connection with such business.
  
  RCW 69.50.351, no member of the state liquor and cannabis board and no employee of the state liquor and cannabis board shall have any interest, directly or indirectly, in the producing, processing, or sale of cannabis, useable cannabis, or cannabis-infused products, or derive any profit or remuneration from the sale of cannabis, useable cannabis, or cannabis-infused products other than the salary or wages payable to him or her in respect of his or her office or position, and shall receive no gratuity from any person in connection with the business.
  The Washington State Liquor and Cannabis Board is an equal opportunity employer and encourages applications from job seekers with diverse backgrounds. Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment.
  
  All qualified applicants will receive consideration for employment without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability. You are welcome to include your name and gender pronouns in your application, to ensure we address you appropriately throughout the application process.
  
  For questions about this recruitment, or to request reasonable accommodation in the application process, please email or call (360) 664.1674 For TTY service, please call the at 7-1-1 or 1-800-833-6384.
  More than Just a Paycheck!
  Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
  
  We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
  
  Read about our benefits:
  The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
  
  Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
  
  Insurance Benefits
  Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
  
  Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
  
  To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
  
  Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
  
  Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
  
  The Washington State Employee Assistance Program promotes the health and well-being of employees.
  
  Retirement and Deferred Compensation
  State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
  
  Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
  
  Social Security
  All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
  
  Public Service Loan Forgiveness
  If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
  
  Holidays
  Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
  
  Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
  
  Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
  
  Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
  
  Sick Leave
  Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
  
  Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
  
  Vacation (Annual Leave)
  Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
  
  Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
  
  Pay status includes hours worked, time on paid leave and paid holiday.
  
  As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
  
  Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
  
  Military Leave
  Washington State supports members of the armed forces with 21 days paid military leave per year.
  
  Bereavement Leave
  Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
  
  Additional Leave
  Leave Sharing
  
  Family and Medical Leave Act (FMLA)
  Leave Without Pay
  
  Please visit the State HR Website for more detailed information regarding benefits.
  
  Updated 01-07-2026
  01
  
  What education and/or certification do you have in IT customer service or system administration? What value did you gain from those?
  02
  
  Please describe your demonstrated professional experience with an ITSM service desk including years of experience.
  03
  
  Please describe what areas of your work and education history have been most helpful in your growth as an IT Customer Service Supervisor.
  04
  
  Please describe and justify your self-assessed level of proficiency in system administration and service desk automations.
  05
  
  Please describe your experience in supervision and leading a technical team.
  06
  
  How many years of lead supervisory experience do you have leading or supervising IT professionals?
  • I have at least 1 year of experience.
  • I have at least 2 years of experience.
  • I have at least 3 years of experience.
  • None of the above
  
  07
  
  Please mark which items below in which you have demonstrated experience in.
  • 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 year's 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
  • None of the above statements apply.
  
  08
  
  How do you adjust your approach to support people with different needs?
  09
  
  How do you stay open to new ideas or viewpoints?
  10
  
  This position is currently a hybrid position; you will be able to telework and are required to work in the office at least 2 days per week or more as needed. This may change based on business needs. Are you willing to comply with this expectation?
  • Yes
  • No
  
  11
  
  Will you now or in the future require sponsorship for employment visa status (e.g. H-1B visa status or F1 OPT etc.)? WSLCB is not an E-Verify agency.
  • Yes
  • No
  
  12
  
  Are you a current WLSCB employee?
  • Yes
  • No
  
  13
  
  How did you learn about this job posting?
  • Careers.wa.gov
  • WSLCB website
  • WorkSource
  • indeed
  • Monster.com
  • Handshake
  • GovernmentJobs.com
  • LinkedIn
  • Referred by a WSLCB employee
  • Veterans related job board
  • Family Member or friend
  
  14
  
  If you selected "Referred by a WSLCB employee", please list the name of the employee. If this does not apply, type N/A.
  Required Question

• About the company

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