Job Description

Posting number: 2026-WaTech-0840-06566

Department: Washington Technology Solutions

Division: ETS CSD

Job classification: IT SYSTEM ADMINISTRATION - MANAGER

Posting type: Open

Categories: IT and Computers

Productivity Services Manager

(IT System Administration-Manager)

WaTech: Leading the way in technology!

Washington Technology Solutions (WaTech) is a national leader in adopting new, innovative technologies that transform the way Washingtonians receive state services. As the state’s central technology agency, WaTech is responsible for core IT services and guides the strategic direction of technology across multiple programs and domains.

About the opportunity:
This position is a part of WaTech’s Computing Services Division (CSD). This position directly supervises the associated staff for licensing and eFax support. The position partners closely with the Tenant & Workforce Identity Manager and other CSD leaders to ensure statewide services are reliable, secure, scalable, and aligned with business needs.

The Productivity Services Manager is accountable for the strategic direction, operational performance, customer experience, and continuous improvement of Microsoft 365-based collaboration and productivity services provided to Washington state agencies. The position leads the statewide delivery and lifecycle management of services such as Microsoft Teams, Exchange Online, SharePoint Online, OneDrive, Intune device management, Power Platform administration support, M365 productivity capabilities, and related platform services that support more than 80 agencies and a large statewide user base. The role ensures services are accessible, supportable, customer-centered, and aligned with WaTech strategy, agency demand, and public-sector accountability expectations.

Examples of duties

Some of what to expect with this role:

• Leads, directs, and oversees the statewide delivery of enterprise productivity services, including Microsoft Teams, Exchange Online, SharePoint Online, OneDrive, Intune, Power Platform administration support, and related services.
• Develops and executes service roadmaps aligned with statewide priorities, agency needs, and platform capabilities.
• Oversees daily operations including incident management, service request fulfillment, change management, maintenance activities, and service monitoring.
• Coordinates with tenant/identity, security, infrastructure, and vendor partners.
• Serves as the primary service owner and escalation point for customer-facing productivity services.
• Translates complex technical information, service changes, and platform updates into clear, actionable communication for customers.
• Supervises and directs professional technical staff responsible for enterprise productivity services, including collaboration, messaging, endpoint management, and related Microsoft 365 platforms.
• Establishes statewide service standards, operational procedures, service level objectives, and performance expectations for licensing support services.
• Directs licensing services and supervises associated staff responsible for Microsoft licensing services and associated customer support staff.
• Ensures productivity services operate in alignment with WaTech policies, security requirements, and enterprise standards.
• Develops long-term licensing service strategy that supports evolving Microsoft offerings, statewide customer demand, and enterprise modernization initiatives.
• Develops operational reporting, KPIs, OKRs, and dashboard.

Qualifications

Here’s what we’re looking for:

• Nine years of progressively responsible experience in information technology, including enterprise collaboration, productivity platforms, cloud services, or related areas. This experience must include:
  • Five years of experience leading, supervising, or directing professional IT staff, including performance management, workforce planning, and staff development.
  • Five years of experience managing or delivering enterprise productivity or collaboration services such as Microsoft Teams, Exchange Online, SharePoint Online, OneDrive, Intune, or equivalent platforms.
  • Three years of experience in enterprise service management, including service delivery, customer engagement, operational performance, or service lifecycle management.
  • Two years of experience supporting shared services or multi organization environments.
• A bachelor's degree in a related discipline may substitute for up to four years of experience.
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Preference may be granted to applicants with the following:

• Experience in Washington state government or large public-sector shared services environment.
• Experience leading service modernization, cloud migration, or enterprise platform adoption initiatives.
• Experience with Microsoft licensing, cost recovery models, or service sustainability planning.
• Experience using service metrics, dashboards, or reporting tools such as ServiceNow or Power BI.
• Knowledge of records management, accessibility, and compliance requirements in a public-sector environment.

Supplemental information

Telework:

This position is approved for telework; however, a hybrid work arrangement within Washington State is supported, with periodic in-office presence for leadership coordination, customer engagement, and events that affect service delivery. The role requires availability for on-site support or coordination during major incidents or service disruptions. To meet these onsite business needs, the position must reside within the State of Washington.

We value diversity and different perspectives:

WaTech is committed to providing equal access and opportunities to all qualified applicants and employees. We seek to attract and retain a diverse staff and welcome your experiences, perspectives and unique identity. We invite you to include your preferred name and pronouns in your material to ensure we address you correctly throughout the application process.

What WaTech offers:

As an employee of WaTech, you’ll have access to an outstanding employee benefits package that includes medical and dental plan options for you and your family, paid leave and holidays, retirement plan options and more.

While WaTech is headquartered in Olympia, Washington, which is near some of the country’s most scenic national parks, we are able to offer many of our positions telework and flexible schedule options to help support a healthy work-life balance.

To learn more about WaTech and what our employees enjoy about working here, please visit our website

Additional information about this role:

• This position requires a background check. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability to perform in the position and is a continued condition of employment.

How to apply:

Applications for this recruitment will be accepted electronically. Please select the large “apply” button at the top of this announcement. In addition to completing your online application, please also include the following attachments:

• A current resume detailing your applicable experience, training and/or education.
• A letter of interest highlighting how your experience aligns with the outlined job posting.

Top candidates will be asked to provide a list of their professional references with contact information.

Reminder s:

• A real person is reviewing your application material. It is in your best interest to complete the application in its entirety and review thoroughly before submitting. You will not be eligible to re-apply for this posting for 30 days.
• Applications with missing or incomplete fields, or supplemental question responses such as “see resume” may be considered incomplete and removed from consideration.
• WaTech complies with the employment eligibility verification requirements of the federal Form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States. WaTech does not use the E-Verify system. We are not eligible to extend STEM Optional Practice Training (OPT) opportunities. For more information, please visit https://www.uscis.gov.
• Applicants wishing to claim Veterans Preference should attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. (Please redact any personally identifiable data such as social security number and date of birth prior to submittal.)

By submitting your materials, you affirm that all information is true and correct. Any untruthful information is cause for removal from the applicant pool. If hired as a result of this recruitment, the discovery of incorrect or falsified information may lead to disciplinary action or dismissal.

Recruitment process:

The first round of application assessments will be conducted seven days after the initial job posting date. The hiring authority reserves the right to offer the position at any time after the initial seven-day job posting date. It is to the applicant's advantage to apply as early as possible. This recruitment may be used to fill multiple positions.

The salary range reflected above reflects the full potential for this position. The base pay offered to the selected candidate will consider the candidate’s specific qualifying experience and internal equity of the existing team.

Contact us: For inquiries about this position, please contact Rebekah Wilkes at (360) 407-8646 or email to recruitment@watech.wa.gov

If you’d like to request an accommodation for any part of the selection process, or to receive the application material in an alternate format, please contact Human Resources at (360) 407-8242 or Human.Resources@watech.wa.govPersons of disability or those who are deaf or hard of hearing can call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.