Public Service Bureau Manager

Recruitment #013020-MABZ23-250600

Summary Statement

The incumbent in this position will be responsible for creating a positive atmosphere to manage those who provide taxpayer service in person & by phone to ensure prompt, accurate & courteous service. The incumbent will be responsible for training, assigning daily tasks, supervising & mentoring Division of Revenue staff and may be called upon to assist taxpayers.

Essential Functions

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

  • Recruits, trains, supervises and evaluates the performance of subordinates.
  • Prepares complex tax returns and advises taxpayers on the applicable tax laws.
  • Responds to inquires from executive and legislative officials as well as to tax inquires from the media.
  • Researches and responds to taxpayer problems on refunds, billings, complaints, etc.
  • Works with other units within the Division to resolve taxpayer problems.
  • Provides management with information regarding the reaction of the general public to new tax legislation, refund programs, accounts receivable, billing, etc.
  • Prepares weekly unit activities report and taxpayer feedback reports.

Job Requirements

JOB REQUIREMENTS for Public Service Bureau Manager
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

  1. Three years experience in tax liability determination which includes analyzing and evaluating tax records in order to determine tax liability in accordance with federal or Delaware tax laws, rules, and regulations.
  2. Six months experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
  3. Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of others.

Conditions of Hire

Applicant must complete satisfactory criminal background check, reference checks, confirmation of compliance with federal and state tax laws, and any other required condition of employment.


To learn more about the comprehensive benefit package please visit our website at

Selection Process

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  For education and training, list name of educational provider, training course titles and summary of course content.   Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at


Accommodations are available for applicants with disabilities in all phases of the application and employment process.  To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.  The State of Delaware – An Equal Opportunity and Affirmative Action Employer.