Public Defender 1 - Davenport Office
State of Iowa
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Posted: January 14, 2026 (1 day ago)
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Public Service Manager 1 - Taxpayer Services
State of Iowa
625 Iowa Department of Revenue
Location
Iowa, 50319
Salary
$33.03 - $58.86
per hour
Type
Full Time
More Management & Supervision jobs →Closes
January 26, 2026More State jobs →
Job Description
Summary
This job involves leading a team that helps taxpayers with filing taxes, managing a call center for customer inquiries, and improving service processes in the Iowa Department of Revenue.
You'll oversee daily operations, analyze data to boost efficiency, and develop policies to better serve both the public and internal staff.
It's a great fit for someone with management experience in busy customer service settings, especially in taxes or government, who enjoys leading teams and solving operational challenges.
Key Requirements
- Experience managing a high-volume call center
- Knowledge of tax types and filing procedures
- Familiarity with department software applications
- Strong supervisory and HR skills for managing staff
- Ability to analyze operational data and improve efficiency
- Skills in developing customer service policies and procedures
- Excellent communication for internal and external stakeholders
Full Job Description
The Iowa Department of Revenue’s Tax Operations Bureau is currently seeking applicants for the Public Service Manager 1 position to join our Taxpayer Services team.
The Operations Division functions as the central hub for both alcohol and tax-related processes and procedures.
This division is responsible for administering the transportation and distribution of wholesale alcoholic liquor to more than 2,000 privately-owned retailers across Iowa, ensuring they are delivered on time and in good condition.
Additionally, this division manages tax documents, payments and mail, as well as offering invaluable assistance to taxpayers for filing requirements and procedures.
In this position you will be responsible for:
- Managing the day-to-day operations of the Taxpayer Services team which includes ensuring proper phone coverage to meet service levels of the call center, coordinating work assignments, answering questions and recommending corrective services to address customer feedback.
- Analyzing operational data to identify trends, anticipate staffing needs, and opportunities to improve efficiency and service quality.
- Developing and implementing customer service policies that coordinate all Taxpayer Services communication channels.
- Establishing processes and procedures that support Department standards and strategic objectives.
- Maintaining effective customer service for internal and external customers by utilizing in-depth knowledge of Department processes, programs, and team members within the Department.
- Assisting with the ongoing development of taxpayer education via the Department’s website, web portals, forms, and webinars.
- Assisting staff with questions, fostering collaboration, and encouraging input from staff to continuously improve the section.
- Representing Taxpayer Services in meetings and serving on committees and work groups.
- Assist with HR actions including selection, retention, management, and evaluation of all direct reports.
- Supervising and evaluating the work of subordinates; recommending personnel actions related to selection, disciplinary procedures, performance, leaves, grievances, work schedules and assignments; administering personnel policies and procedures.
Preference will be given to candidates with experience in the following:
- Prior management in a high-volume call center
- Familiarity with multiple Department software applications
- Knowledge of at least one tax type and familiarity with multiple tax types
This position will work out of the Hoover building in Des Moines. The core working hours for this role will be 8:00am to 4:30pm.
Employer Highlights:
The Iowa Department of Revenue is a well-respected employer.
We are focused on providing excellent customer service, while offering a wonderful team atmosphere, work-life balance, free parking, and casual attire.
We have a great total compensation package for all of our full-time employees, including:
- Iowa Public Employees' Retirement System (IPERS)
- Retirement Investors Club (RIC)
- Health, Dental and Vision Insurance
- Vacation Leave
- Sick Leave
- Paid Holidays (9 days/year)
- Flexible Spending Accounts
- Life Insurance
- Long-Term Disability Insurance
The mission of the Iowa Department of Revenue is to serve Iowans through the responsible collection and generation of revenue to support the public good. If you’re looking for a career with an organization that values its employees and customers, you’ve come to the right place.
Applicants must live within the State of Iowa to qualify for this position.
A background check, including a criminal history check, fingerprint and Iowa tax filing check, will be conducted on the final candidate.
Effective July 1st, 2025, all Department of Revenue staff and their household will not be able to play any Iowa Lottery games.
E-Verify and Right to WorkThe State of Iowa participates in E-Verify, a federal program that helps employers confirm the employment eligibility of all newly hired employees.
Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States.
The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization.
For more information, please visit www.e-verify.gov.
Qualifications
Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:1) Graduation from an accredited four-year college or university and experience equal to four years of full-time work in program administration, development, management, or operations.
2) Eight years of full-time work experience in program administration, development, management, or operations.
3) All of the following (a and b):
2) Eight years of full-time work experience in program administration, development, management, or operations.
3) All of the following (a and b):
a. Four years of full-time work experience work in program administration, development, management, or operations; and
b. A combination of a total of four years of education and full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education.
b. A combination of a total of four years of education and full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education.
4) All of the following (a, b, and c):
a. Two years of full-time work experience work in program administration, development, management, or operations; and
b. A combination of a total of four years of education and full-time experience (as described in part a), where thirty semester hours of accredited college or university course work equals one year of full-time experience; and
c. A combination of a total of two years of graduate-level education and full-time experience (as described in part a), where twenty-four semester hours of accredited graduate college or university course work in a public-service-related area (e.g., public or business administration, social work, law, education, engineering) equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is
also equivalent to one year of full-time experience or education.
b. A combination of a total of four years of education and full-time experience (as described in part a), where thirty semester hours of accredited college or university course work equals one year of full-time experience; and
c. A combination of a total of two years of graduate-level education and full-time experience (as described in part a), where twenty-four semester hours of accredited graduate college or university course work in a public-service-related area (e.g., public or business administration, social work, law, education, engineering) equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is
also equivalent to one year of full-time experience or education.
5) Current, continuous experience in the state executive branch that includes one year of full-time work as a Public Service Supervisor or comparable specific management-level position.
For additional information, please click on this link to view the job description.
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