Public Service Manager

Recruitment #081022-MABZ23-250600

Summary Statement

This position will manage Public Service functions for DOR’s Dover & Georgetown locations. The incumbent is responsible for developing a work culture that ensures prompt, accurate & courteous service from employees engaged with the public both in person & by phone. Required knowledge to include tax laws, customer service, supervision, written and verbal communication, and pro-active organization.  Additionally, this position will test & troubleshoot back-end & interfaces for DOR’s on-line Portal. Supervisory tasks involve training, assigning work, mentoring, and deescalating irate customers.

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.

  • Supervision is exercised over at least two or more merit full time positions per the Merit Rules. The elements of supervision include planning, assigning, reviewing, evaluating, coaching, training, recommending hire/fire and discipline.
  • Conducts regular staff meetings to ensure deadlines and performance measures are met, monitors workflow to adjust priorities.
  • Assists in the preparation of complex tax returns or the filing of unclaimed property claims and advises customers on applicable laws, rules, regulations, policies, and procedures.
  • Responds to inquiries from executive and legislative officials.
  • Works with other units within the Department to research, respond, and resolve claimant questions and problems regarding filing, documentation and fraud prevention issues.
  • Management of call volume and queue activity.
  • Prepares weekly unit activities and feedback reports.

Job Requirements

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

Division of Revenue

  1. Three years experience in processing tax returns, such as analyzing and evaluating tax records in order to determine tax liability in accordance with federal or tax laws.
  2. One year of experience in determining compliance of financial transactions with required documentation, codes, and rules/regulations.
  3. 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.
  4. 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.

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

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 Delaware State Jobs.


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 is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.