Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 00086698	Description Activated On: 4/7/2026 3:07:24 PM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively.

The Pennsylvania Liquor Control Board (PLCB), Information Technology Services (ITS) Office, Services & Support Division, provides critical support to 5,000+ end-users across its enterprise including those in the agency headquarters, 600+ retail outlets, 2 warehouse distribution centers, and multiple field offices and training centers across the Commonwealth.

This position serves as the Services and Support Chief and oversees the management of 2500+ workstations, peripheral devices, and 800+ printers across the PLCB enterprise including their and life-cycle management and the operating systems, software, and applications that run on them.

This position also provides leadership, management, and direction to the Service Desk, Desktop Support, and Computer Operations managers.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

Provides technical advice and makes recommendations to senior IT leadership supporting the agency vision for information technology end-user equipment and technical support.

Evaluates end user technologies and support models; recommends changes to equipment standards, support tools, and service processes to advance agency objectives and user experience.

Ensures that end-user computer equipment and software licensing is sufficient and recommends changes as business requirements dictate.

Executes patch cycles, minor upgrades, and routine lifecycle replacements within approved budgets and established standards. Ensures that supported end-user systems are updated with vendor patches and upgrades in accordance with Commonwealth and agency policy and procedures

Ensures the Service Desk, Desktop Support, and Computer Operations teams are staffed and trained appropriately so that business continuity is maintained.

Ensures that Service Desk issue metrics are captured and used to improve support processes.

Manages the issue resolution process for technical problems; root-cause identification, troubleshooting, problem resolution, and reporting. Authorizes troubleshooting approaches, root cause analysis steps, and corrective actions to restore service and improve stability. Uses captured Service Desk metrics to adjust processes and staffing patterns to meet continuity needs.

Budgets for and ensures that hardware and software licenses for end-user equipment, applications, and services are current.

Budgets for workstations, printers, and other end-user equipment end-of-life replacements to meet current and future business support requirements.

Collaborates on design, implementation, and testing of Disaster Recovery/Continuity of Operations (COOP) plans for end user services and support operations; validates readiness of support teams and procedures. in conjunction with the Chief Technology Officer (CTO).

Creates, maintains, and ensures compliance with Commonwealth and PLCB policies and procedures in conjunction with the CTO and Chief Information Security Officer (CISO).

Creates/maintains divisional procedures aligned with Commonwealth and PLCB policies; ensures adherence to patching standards, software licensing, and asset controls, and coordinates with the Agency Asset Manager and TPM vendor to enforce lifecycle discipline.

Directs asset lifecycle activities (deployment, patching, upgrades, replacements) to ensure compliance with Commonwealth/PLCB policies; validates license sufficiency and initiates renewals; plans and schedules end-of-life replacements for workstations, printers, and peripherals.

Ensures the Agency Asset Manager and team are effectively managing the complete lifecycle of agency hardware and software in accordance with Commonwealth and PLCB policies and procedures and agency’s third-party maintenance (TPM) vendor. Enforces asset management discipline (inventory accuracy, license compliance, TPM coordination).

Leads or participates in selection committees developing RFIs/RFPs and reviewing proposals related to information technology goods, products, and services. Provides technical criteria and evaluation input to guide selections.

Identifies and coordinates subordinate staff development and technical training requirements aligned with current and future business solutions implemented by the PLCB.

Performs full range of supervisory duties.

Performs other duties as required.

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

This position exercises broad discretion in decision making, receiving guidance and agency direction from the CTO and Chief Information Officer (CIO).

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:

Well-rounded supervisory skills leading technical support personnel and projects. Extensive experience in technical support.

Licenses, registrations, or certifications:

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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Communicates effectively both orally and in writing in English.
2.	Plans technical implementations, deployments, and operational support coverage.
3.	Uses logic to accurately define problems, collect information, establish facts, draw conclusions, interpret data, and deal with abstract variables.
4.	Multi-tasks and prioritizes work.
5.	Establishes and maintains effective working relationships with all stakeholders.
6.	Works in a standard office environment.
7.	Supervises and evaluates work of subordinate staff.
8.	Travels as required.
9.	Works overtime as required.
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