As the Resource and Catalog Management Service (RACM) Supervisor, you'll lead a dedicated team focused on aligning the Center for Technology Operations (TechOps) services with agency goals and objectives. Your role involves managing and supervising the production and communication of key performance measures across ITIL processes to identify service improvement opportunities and drive operational efficiencies.

By overseeing the Continual Service Improvement (CSI) process across multiple divisions and programs, such as HR, Facilities, Safety & Security, and Enterprise Risk Management, you'll ensure that changes and enhancements to core agency enterprise platforms are delivered according to business-driven priorities, values, and needs. Through gathering, analyzing, and reporting on service data, you'll provide informed consultation to agency executive management, program managers/directors, and DOH staff, contributing directly to the success of the agency's mission.

In this role, you'll collaborate closely with peers on best practices, policies, standards, and agency-wide activities to support business needs. You'll be instrumental in fostering team trust, refining processes, and ensuring effective, adaptable solutions that advance equity, particularly for marginalized communities. By demonstrating leadership, professionalism, and technical competence, you'll empower your team to achieve the agency's mission while actively engaging in staff development and modeling best practices in ethics and equity.

Your experience must have been gained from full-time equivalent work and can substitute for education on a year-for-year basis. To be considered for this position, you must meet the following criteria:

Education and/or experience performing the following functions: performance measures management, service level and operational level agreements (SLA/OLA), service management. Option 1: Eight (8) years of experience Option 2: Bachelor's degree, and at least four (4) years of experience

ANDthe following experience: Two (2) years of leading process improvement projects and supervisory or lead experience. Producing, analyzing, and interpreting complex performance data and service level agreements to drive process improvement. Researching and addressing inquiries from senior management, directors, contractors, and other agencies regarding service management, performance measures, and agreements. Comparing and analyzing data to pinpoint trends, issues, or challenges. Providing feedback and regular status reports to stakeholders. Developing, identifying, and/or suggesting resolutions and determining next steps. Advanced Proficiency in Microsoft Excel to develop and manipulate complex spreadsheets with macros, multiple math functions, advanced filters, and links to external sources of information; create custom toolbars and chart types, pivot tables, import data from other sources, filter lists, and use data analysis tools.

In the Executive Office of Innovation and Technology (OIT), we’re on a mission to unleash the potential of technology, innovation, data, and informatics for the DOH. We believe in the power of every team member. We're not just a workplace; we're a thriving ecosystem that nurtures individual growth and collective success. As a strategic partner to DOH employees, we cultivate a culture of curiosity, ingenuity, critical thinking, and data-driven decision-making. Our shared goal? Making optimal health a reality for every single person in Washington.

Within OIT, the Center for Technology Operations, known as Tech Ops, provides essential IT services for public health initiatives. Our comprehensive support spans service desk assistance, infrastructure operations, application development, data management, cloud program management, and testing. Catering to agency staff, public health partners, and citizens alike, we ensure the smooth operation of critical systems while anticipating future needs. Committed to excellence, we engage with our customers to deliver quality services tailored to their present requirements and future aspirations.