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Taxpayer Services Division

Recruitment #23-005477-0003



This is a position specific recruitment. The resulting certified eligible list may be used to staff several current and future vacancies for this position/function only.




Annapolis, Maryland


Would you like to work and enjoy the scenery in historic Downtown Annapolis? This position is steps away from the Governor's Mansion. Located within walking distance of many affordable dining choices. An ideal place to work and enjoy year-round. 

The main purpose of this position is to assist the Section Manager of the Business Contact Center (BCC) in the Taxpayer Services Division; managing the unit managers and daily operations of the three units: Business Tax, Bilingual (Spanish), and Tax Practitioner Call Centers; to ensure that a full range of taxpayer services are provided to taxpayers and tax preparers who contact the Comptroller's office by telephone, mail, e-fax, or email inquiring about the various tax types administered by the Comptroller of Maryland. This position handles personnel matters for employees managed either directly or indirectly. The incumbent will plan, organize, and coordinate the operations of the various units as well as evaluate policies and procedures as they relate to the day-to-day operation of the Business Contact Center (BCC). The assistant manager is to learn the duties of the section manager. This position is considered one of the agency’s emergency essential personnel and is to ensure that the unit is adequately staffed during normal work hours and is available during emergency situations. 

Incumbents who successfully complete their probationary period may be considered for telework. 

  • Work is full-time, Monday through Friday, 8:00 a.m. to 5:00 p.m., in the Taxpayer Services Division's Annapolis Call Center. 
  • Leave may be limited during certain times of the year due to high volume events, projects, or special assignments. 
  • Evening and weekend work may be required especially during peak times of the year.
  • Work may involve special physical demands such as lifting 25 to 35 pounds.
  • Employees are unable to prepare tax returns outside of the requirements of the job or work for private accounting services. 
  • Employees must be able to tolerate an occasional uncomfortable or unpleasant experience presented by upset or irate taxpayers. 
  • The position is considered one of the agency's emergency essential personnel.


Experience: Seven years of experience in management. Four years of this experience must have involved supervising subordinates in a call center or emergency preparedness environment; providing personnel and operational advice; or must have been in a responsible management capacity sufficient to demonstrate capabilities of performing responsible professional work.

  1. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and three years of experience supervising subordinates in a call center or emergency preparedness environment; providing personnel and operational advice; or have been in a responsible management capacity sufficient to demonstrate capabilities of performing responsible professional work for the required experience.
  2. Candidates may substitute additional graduate education in an academic field related to the required experience from an accredited college or university at the rate of 30 college credits for each year of the required experience.
  3. Candidates may substitute U.S. Armed Forces military service experience at the rank of Corporal/Petty Officer or higher as a commissioned officer in accounting and budget classification or accounting and budget specialty codes in the tax examining field of work on a year-for-year basis for the required experience.
** For education obtained outside of the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. If you possess a degree obtained outside of the United States, please submit a detailed, course-by-course evaluation report from one of the U.S. equivalency evaluating members identified at


  • Managerial experience
  • Customer service experience
  • Organizational skills
  • Management of Call Center or emergency preparedness environment experience
  • Experience with personal computer and software applications
  • Knowledge and experience of Maryland State Tax Laws and Forms
  • Knowledge and experience of Federal Tax Laws and Forms
  • Experience adapting to changing priorities
  • Communication skills (both verbal and written)


Please make sure that you provide sufficient information on your application to demonstrate that you meet the qualifications for this recruitment. Please indicate clearly any position-specific experience and ensure all education and experience sections are complete. Incomplete information may result in the disqualification of your application.

 All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.

*Resumes will not be accepted in lieu of a completed application.


Only applicants who meet the minimum and selective qualifications for this recruitment will be considered for this opportunity. Approval of your application will be based on a review of your education, training and experience. It is essential that you submit complete and accurate information on your application in order to determine if you meet the qualifications as specified above. Due to the nature of this list, all qualified applicants are placed on an unranked list of candidates and will remain active on this list for at least one year.

Qualifying applicants are subject to an oral interview. Prior to appointment, the employee must successfully undergo a comprehensive background investigation including a review of criminal, MVA and tax records; and determination of legal authorization to work in the United States or under the United States Immigration Reform and Control Act of 1986. This background check is comprehensive and may involve fingerprinting. Upon initial appointment OR promotion to a position in the State Personnel Management System, an employee is required to serve an initial six- month probationary period. This probationary period may be extended an additional six months under certain circumstances at the discretion of the appointing authority.




We thank our Veterans for their service to our country and encourage them to apply. If you are seeking veteran's preference, please submit a copy of your DD-214. 


The preferred method for submitting additional information is to upload it directly into your online account. Please remove references to the first 5 digits of your SSN and your DOB on all attachments by deleting, redacting or blacking that information out with a marker. Any attachments necessary to demonstrate the minimum qualifications were met must be submitted by the filing deadline. 


The online application process is STRONGLY preferred. If you choose fax or email as the option to submit your application and/or required additional information, you must include the following information on each page you submit: 

1. First and Last Name 

2. Recruitment Number (located at the top of the bulletin)

3. The last 4 digits of your SS# 

Fax: 410-974-5249 – This fax number is for Comptroller of Maryland recruitment efforts only.


For Further Questions 

If you are having difficulty with your user account or have general questions about this online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division at 410-767-4850 or

If you have questions about this particular recruitment, please contact the Comptroller of MD, Office of Human Resources at

Appropriate accommodations for individuals with disabilities are available upon request by calling: (410) 260-7695 or MD TTY Relay Service 1-800-735-2258. 

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. Bilingual applicants are encouraged to apply.

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