IT Service Desk Intake Supervisor Doh8694

IT Service Desk Intake Supervisor

Office of Innovation and Technology | HYBRID - Tumwater, WA| PERMANENT APPOINTMENT

This hybrid role is based at our Tumwater, WA office, with regular in-office days each week and telework options as business needs allow.

THE OPPORTUNITY

We're seeking an IT Service Desk Intake Supervisor to provide excellent customer support, mentor a skilled technical team, and ensure mission-critical IT systems stay online for DOH staff, WIC clinics, local health jurisdictions, and other partners. This is your chance to blend leadership, technical expertise, and a customer-first mindset to support public health every single day.

As the IT Service Desk Intake Supervisor, you'll be at the center of this mission, overseeing Tier 1 IT support, ensuring smooth IT operations across desktops, networks, and applications, and serving as the go-to expert for complex issues. Your leadership ensures staff and partners can do their work efficiently and effectively, directly contributing to the health and well-being of communities across the state.

Key Responsibilities

• Lead a High-Performing Team: Supervise a team of entry- and journey-level technicians, guiding professional growth, managing workload, and setting performance standards.
• Ensure Exceptional IT Support: Oversee Tier 1 service desk operations, troubleshoot complex technical issues, and act as an escalation point for challenging incidents.
• Drive Continuous Improvement: Develop and maintain knowledge base content, implement service desk process improvements, and analyze trends to enhance customer experience.
• Collaborate Across Teams: Work closely with IT specialists, program staff, contractors, and leadership to coordinate solutions, maintain service reliability, and support large-scale projects.
• Communicate Clearly and Effectively: Provide plain-language updates to staff and stakeholders about outages, maintenance, and system changes.
• Manage IT Systems and Assets: Support account management, desktop and network configurations, mobile device administration, and IT lifecycle planning.
• Champion Customer Experience: Model empathetic, professional service delivery while creating a culture of support and accountability.
• Support Public Health Operations: Act as a critical first responder in disaster recovery and agency continuity plans.

We value all relevant experience and encourage applicants from all backgrounds. You must meet at least ONE of the options provided and any additional criteria listed. Experience may have been gained through paid or unpaid activities. While "Preferred Experience" is not required, these skills or experiences can help you stand out as a candidate.

Required Qualifications

• Option1: Seven (7) years of experience providing consultative, administrative, customer service, technician, supervisory or lead experience in IT including tasks such as analysis, troubleshooting/problem resolution, logistical office support, technical systems maintenance and support, designing or programming computer systems applications or databases.
• Option 2: An Associates Degree in an information technology or closely related program AND five (5) years of experience providing consultative, administrative, customer service, technician, supervisory or lead experience in IT including tasks such as analysis, troubleshooting/problem resolution, logistical office support, technical systems maintenance and support, designing or programming computer systems applications or databases.
• Option 3: A Bachelor's degree in an information technology or closely related program including 9 semester or 15 quarter hours of computer science courses AND three (3) years of experience providing consultative, administrative, customer service, technician, supervisory or lead experience in IT including tasks such as analysis, troubleshooting/problem resolution, logistical office support, technical systems maintenance and support, designing or programming computer systems applications or databases.

Additional Required Knowledge, Skills, Abilities, and Experience:

• Experience leading or supervising IT staff. (This may include coaching, performance management, workload assignments etc.)
• At least 3 years of hands-on experience providing Tier 1/2 IT support such as troubleshooting, problem resolution, root-cause analysis, and developing remediation plans
• Experience installing, configuring, maintaining, and supporting Windows 10 and 11 systems
• Applied knowledge of user and group security administration, including rules and rights management
• Experience providing IT customer service both in-person and remotely
• Working knowledge of ITIL principles, incident, problem, and change management, service request fulfillment, and SLA monitoring
• Strong ability to troubleshoot and resolve complex technical issues across multiple platforms and systems
• Experience coordinating IT projects, improving processes, and tracking operational performance metrics

• Demonstrated experience explaining technical concepts to non-technical audiences through both verbal and written communication (e.g. phone support, email, chat messages, knowledge documents etc.).
• Experience performing office administrative tasks such as staff scheduling, customer appointment coordination, meeting facilitation
• Proficiency with Microsoft Excel for the purpose of generating reports and analyzing data.
• Procurement and supply management.

Preferred/Desired Knowledge, Skills, Abilities, and Experience:

• Experience using IT Service Management platforms such as ServiceNow to track incidents, requests, and knowledge base content
• Experience creating and maintaining a knowledge base, including writing clear technical documentation for staff and customers
• Experience handling escalated customer or staff issues.
• TIL V4 Foundations certification OR coursework
• Additional IT certifications (e.g. CompTIA, Microsoft, Cisco, or Lean/Agile methods, etc.)
• Previous experience providing IT customer support in a public sector or state agency environment

About Us:

OIT: Shaping a Healthier Future Through Innovation - The Office of Innovation and Technology works to harness technology and data to advance public health, supporting over 220 systems and 305 applications, including critical programs like the Immunization Registry. We drive interoperability, strengthen cybersecurity, and promote health equity, delivering impactful solutions that empower communities. Our team fosters a culture of curiosity, critical thinking, and collaboration, where every member's contribution shapes a healthier future.

We are the Washington State Department of Health (DOH)

We're nearly 2,000 professionals across Washington working together to protect and improve community health. Guided by our values of Equity, Innovation, and Engagement, we address health disparities, respond to emerging challenges, and strengthen systems that support resilience. At DOH, we help reduce barriers, collaborate with diverse communities, and champion equitable health outcomes. We're passionate people who are driven to make a difference in public health.

Benefits and Lifestyle

We prioritize your work-life balance with one of the most competitive benefits packages in the nation, designed to support your lifestyle. At DOH, you'll find flexibility, growth, and stability. Learn more about why we're a great place to work by visiting Work@Health.

Work Environment & Physical Requirements:

• The position involves the following, with or without reasonable accommodation:
• Work Setting, including hazards: Duty station is the DOH Tumwater campus. Work occurs in a fast-paced call center environment with multiple assignments and priority deadlines.
• Ability to sit for approximately 95% of the workday.
• Adherence to Health Technology Solutions administrative processes, including wearing ID badge, maintaining electronic calendar, submitting accurate time and leave requests, and providing voicemail updates.
• Some tasks may require maneuvering equipment weighing up to 50 pounds.
• Compliance with all agency policies, including appropriate use of state computers and resources.

Schedule (i.e., hours and days):

• 40 hours per week, Monday through Friday.
• Exact hours may vary based on operational needs.

Travel Requirements:

• Must be able to legally operate a vehicle or arrange alternative transportation for work activities.
• Travel may include local, overnight, or out-of-state assignments, either independently or with a colleague.

Tools and Equipment:

• Standard office furniture and equipment, including desks, files, computers, phones, fax machines, and copiers.

Customer Interactions:

• Frequent professional interactions with internal and external stakeholders, including local health jurisdictions, WIC clinic coordinators and staff, Tribal authorities, medical facilities, and IT vendors.
• Communication occurs via phone, email, and in-person meetings.

Representation:

• This position does not have union representations and is not covered by a Collective Bargaining Agreement (CBA).