IT Customer Support Senior​/Specialist - Supervisor

WSLCB Vision

Safe communities for Washington State

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 need. There will be some travel required within the State of Washington.

The mission of the Washington State Liquor and Cannabis Board 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.

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 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…