Salary: $99,300.00 - $133,608.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Remote Employment: Flexible/Hybrid
Job Number:
Department: Washington Technology Solutions
Division: ETS CSD
Opening Date: 08/06/2026
Closing Date: 8/20/2026 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step

Description
Productivity Services Manager

(IT System Administration-Manager)

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.
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.
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.
Reminders:

• 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.

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
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 .Persons 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.
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. Like everyone, your first priority is ensuring 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 (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits
Employees and their 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. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

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.

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.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full