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 November 25th, 2025, please submit an application on or before November 24th, 2025. 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 1 to 2 days per week. This may change based on business needs.  There will 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, Rainbow Alliance and Inclusion Network, Veteran Employee Resource Group, Latino Leadership Network, Blacks United in Leadership and Diversity, Disability Inclusion Network, Washington Immigrant Network and Hawaiians, Asians, and Pacific Islanders Promoting an Empowerment Network.

The WSLCB Information Technology Services Division is announcing an exciting opportunity for an IT Customer Support Senior/Specialist – Supervisor at Olympia, WA. This position resides within IT Operations and reports to the Application Operations Manager, who reports directly to the Chief Information Officer (CIO) of the Information Technology Services Division (ITSD).

The Application Operations 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 benefits package (including but not limited to Medical/Dental/Vision, Long Term Disability, Life Insurance etc.)
• Paid Vacation, Leave, and Holidays
• Tuition Waiver (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)
• Employee Assistance Program – 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

• 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.

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) experience in IT and related experience, computer science or a related field or substituted work experience.

AND

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.

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

Recent professional experience as listed above and four (4) 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

Recent professional experience as listed above and two (2) technical knowledge of IT systems, service desk tools and service desk methodology. 

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

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. 

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.
5. Attach your unofficial transcripts if you meet the qualifications based on IT/Computer Science or related degree. 

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 hr****@****wa.gov or call (360) 664.1674 For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.