Washington State Department of Health
IT Specialist 5 - IT Service Desk Central Intake Unit Supervisor (DOH3982)
About the Position
Health Technology Solutions (HTS) is the central organization within DOH that serves the Information Technology (IT) needs of numerous diverse and autonomous program areas that support public health in Washington. The IT Operations (ITO) department within HTS consists of Service Desk, Server Operations and Enterprise Support, and Network Operations. These teams provide support for the agency's mission critical, business essential, and back office systems that service agency staff, external customers, and citizens.
The IT Service Desk Central Intake Unit (CIU) Supervisor is a Journey Specialist that supports the mission of DOH by ensuring tier 1, tier 2, and occasional tier 3 technical support is provided to DOH staff and external customers. This position participates in planning for Agency-wide projects that impact the DOH and statewide desktop environment and client applications. It oversees the operational team that is the first point of contact for all IT related incidents and requests for DOH staff and customers. The IT Service Desk CUI Supervisor is also responsible for managing the ServiceCentral Intake Workflow, Incident Management and Request Fulfillment for Staff and Customer initiated work requests.
This is a full-time permanent IT Specialist 5 (ITS 5) within Health Technology Solutions - IT Operations. This recruitment may be used to fill other ITS 5 positions within the unit.
About DOH and our Employer of Choice Initiatives
Washington State Department of Health (DOH) works with federal, state, tribal, and local partners to help people in Washington stay healthy and safe. Our programs and services help prevent illness and injury, promote healthy places to live and work, provide education to help people make good health decisions and ensure our state is prepared for emergencies. To learn more about the agency, visit the DOH website and DOH Infographic (PDF) .
DOH is a great place to work and has implemented several Employer of Choice initiatives, including:
We are committed to
diversity and inclusion
. DOH fosters an inclusive environment that encourages all employees to bring their authentic selves to work each day. We strive to hire, develop, and retain a competent and diverse workforce that is reflective of the customers we serve. Watch the DOH Diversity is Rising video.
We have an engaging Wellness@Health
program which offers programs that support healthy behaviors and work/life balance. Our program provides wellness education, access to healthy food, physical activity classes, stress relief, and many other resources to support a healthy you.
We support a healthy work/life balance
by offering flexible/alternative work schedules, and mobile and telework options. (Depending on job duties.)
We are making exciting steps towards modernizing our workplace
by providing motivating and inspiring workspaces that promote creative thought, innovation, and collaboration among co-workers. Take the DOH Workplace Modernization Virtual Tour.
We have an Infant at Work Program
that is based on the long-term health values of breastfeeding newborns and infant-parent bonding. Eligible employees who are new mothers, fathers, or legal guardians can bring their infant (6 weeks to 6 months) when returning to work. (Depending on job duties and work location.) Watch KING 5's Drew Mikkelsen report on the Infant at Work program .
What will you be doing? - Duties include:
Supervising and providing leadership to IT Service Desk Central Intake Unit staff and ServiceCentral Caf operations.
Maintaining the appropriate level of resources to support customer demands via walk-in/appointments, ticket queues, phone calls, and email.
Planning, assigning and monitoring workload of staff to include setting and tracking on due dates, deliverables and commitments to customers.
Working directly with various DOH and HTS staff to maintain functionality and coordinate the delivery of all applicable HTS/WIC Enterprise IT services.
Updating Service Desk procedures, collaborating with internal and external customers for continual service improvement.
Managing the knowledge management process, which includes developing and promoting customer facing ServiceCentral knowledge base articles.
Writing timely, clear, concise customer communications translating technical content regarding technical impact into plain-talked business terms.
Engaging stakeholders, internal and external, to ensure that HTS Service Desk processes support and keep pace with the customer line of business.
Developing reporting metrics and measures to document and communicate CIU IT activity levels.
What we're looking for
REQUIRED QUALIFICATIONS: (NOTE: Experience may have been gained concurrently.)
An Associate's degree or higher OR
completion of an accredited vocational training program in an information technology or a closely related program; AND
three (3) or more years of information technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, directing projects, providing customer or technical support in information technology.
Five (5) years (full-time equivalent) of information technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, hardware, telecommunications, or network infrastructure equipment, directing projects, providing customer or technical support in information technology.
Three (3) or more years of experience supervising or managing a diverse team that provides services to a customer base of 1000 or more.
ITIL V3 Training or Awareness. (Information Technology Infrastructure Library)
One (1) or more years of experience processing Incident Management.
One (1) or more year of experience processing request fulfillment.
Conditions of Employment/Working Conditions
With or without an accommodation, I am willing and able to:
Work indoors, at a desk/workstation the majority of a work day, in an open office environment with possible conversation and other noise distractions.
Work in a tobacco, drug, and alcohol free environment.
Work Monday - Friday between 7:00 a.m. and 5:00 p.m. (exact hours can be negotiated).
Occasionally work in excess of 40 hours per week and/or to adjust normally scheduled hours, which may include evening and weekends, to meet program needs and critical deadlines.
Occasionally travel around the state which may include overnight stays, as required, while performing the duties of this position.
Work in a fast-paced/stressful environment with multiple priorities and competing deadlines.
Legally operate a state or privately owned vehicle OR provide alternative transportation.
Interact and work with customers, some of whom may be frustrated or distressed in a positive, friendly and supportive manner that meets the needs and standards of the office and the agency.
The Washington State Department of Health (DOH) is an equal opportunity employer. DOH strives to create a working environment that is inclusive and respectful. It is our policy to prohibit discrimination on the basis of race, sex, color, national origin, religion, sexual orientation, gender identity, age, veteran status, political affiliation, genetics, or disability in the recruitment, selection, and hiring of our workforce. Applicants wishing assistance or alternative formats in the process should contact Skyler Jones at (see application details), (see application details) , or TDD Relay at 1-(see application details) or 7-1-1.
Individuals interested in applying for this position should select the Apply button and submit the following:
1. A current detailed applicant profile; AND attach your detailed Letter of Interest that addresses the Required and Desired Qualifications (as listed above) and Resume to your profile.
2. Three (3) or more professional references, to be included in your profile. Please include at least one supervisor, peer, and (if you have supervised other staff) a subordinate.
3. Responses to the Supplemental Questions.
IMPORTANT: DO NOT
attach transcripts OR other documents that are not requested in the Application Process, or that are password protected. These type of documents cause errors when downloading application materials and will not be forwarded to the hiring supervisor. VETERANS
, please feel free to attach a copy of your DD214
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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 and that your priority is making sure 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. Check with the agency human resource office for specific benefit information.
Employees and 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 . 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. Vacation (Annual Leave)
You begin accruing vacation starting your first month of employment. Since we value your loyalty, the amount of vacation you can accrue increases the longer you work with us. Washington State supports members of the armed forces with 21 days paid military leave per year. Vacation accrues for full-time employees per WAC 357-31-165 .
Full-time employees are entitled to eleven* paid holidays:
New Year's Day January 1 Martin Luther King, Jr's birthday Third Monday in January Presidents' Day Third Monday in February Memorial Day Last Monday in May Independence Day July 4 Labor Day First Monday in September Veterans' Day November 11 Thanksgiving Day Fourth Thursday in November & Friday after Christmas Day December 25 Personal Holiday Employee's selection each calendar year
*Employees who are members of certain Unions are entitled to an additional personal leave day of their choice. Please refer to specific Collective Bargaining Agreements for more information. 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. Sick Leave
Full-time employees earn eight hours of sick leave per month. Paid sick leave may be used for reasons included in WAC 357-31-130 . Please visit the State HR Website for more detailed information.
Washington State Department of Health
Website : http://www.doh.wa.gov