Public Service Bureau Manager

Limited Term - Minimum of Two Years

Recruitment #022819-MABZ23-250600

Summary Statement

This limited-term position supplements DOR (Department of Revenue) staffing during a significant IT project.  This project is an assignment that is projected to exist for several years. The incumbent manages the Wilmington Public Service Bureau which assists the public, by responding to tax questions and concerns relating to all taxes administered by the Division, assisting taxpayers with issues, providing guidance in connection with the preparation of tax returns.  Taxpayer contacts primarily occur in person or by telephone.  Public Service responds to 51,000 telephone calls annually.  The incumbent supervises a staff of 6-12 employees (depending on time of year).

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

Criminal background check: A satisfactory criminal background check is required as a condition of hire.  The recruiting agency may require the applicant to pay for the criminal background check as part of the conditional offer of hire.


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

Selection Process

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

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.


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.