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:

As the IT Service Desk Intake Supervisor, you’ll manage, mentor, and inspire a team of IT technicians while ensuring the delivery of responsive, high-quality support:

• 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.

NOTE: Relevant higher education may substitute for required experience listed above on a year-for-year basis. Additional years of relevant lived, or professional experience may substitute for education on a year-for-year basis. (Lived experience in this context may be defined as informal, hands-on IT skills gained through self-taught efforts, volunteer work, personal projects, or freelance tasks, such as programming, troubleshooting, or configuring systems outside formal employment or education)

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.

About Washington State Department of Health

Our programs and services help prevent illness and injury, promote healthy places to live and work, provide information to help people make good health decisions and ensure our state is prepared for emergencies. To accomplish all of these, we collaborate with many partners every day. We help ensure a safer and healthier Washington by: Working to improve health through disease and injury prevention, immunization, and newborn screening Providing health and safety information, education and training so people can make healthy choices Promoting a health and wellness system where we live, learn, work, play and worship Addressing environmental health hazards associated with drinking water, food, air quality and pesticide exposure Protecting you and your family by licensing healthcare professionals, investigating disease outbreaks and preparing for emergencies

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