Enterprise Operations / User Support Supervisor (Henrico)

Virginia Information Technologies Agency • Henrico, Virginia, VA

5d • $0 - $115,000 • Onsite

About The Position

Join our team as the Enterprise Operations/User Support Supervisor and lead the Virginia Employment Commissioner's (VEC) frontline IT service delivery, ensuring employees across the agency receive timely, high-quality technical support. This role oversees Helpdesk operations, coordinates enterprise endpoint lifecycle management, manages access administration and security roles, and ensures full compliance with records, security, and licensing requirements. This position also plays a key role in operational project management by prioritizing customer demand, guiding complex initiatives through the Systems Development Life Cycle (CDLC), and ensuring systems and processes remain efficient, secure, and aligned with business needs. This position blends hands-on technical leadership with strategic operational oversight to keep VEC systems running smoothly and reliably.

Join the Virginia Employment Commission (VEC) and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia’s Unemployment Insurance (UI) benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer Paid Family and Medical Leave (PFML). Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.

Requirements

• Knowledge of Microsoft applications, end user software, end user equipment and telecommunication networks; computer hardware, software and network configurations; and IT security threats, risks and mitigation.
• Strong oral and written communication, customer service, analytical and IT problem solution skills.
• Ability to provide first level support to end users; supervise staff; respond to queries in person and over the phone; troubleshoot routine software, desktop, and printer issues; run diagnostic programs, isolate problems, and determine and implement solution.
• Able to work independently, typically with tight deadlines and heavy workloads.

Nice To Haves

• Understanding of agency or Commonwealth of Virginia managed applications, desktops, laptops, and other devices.
• Familiarity with various software packages and technologies (e.g., Microsoft Office products, Adobe Acrobat, web browsers and anti-virus software); and experience working with VITA data and security related requirements.

Responsibilities

• Oversees Helpdesk operations
• Coordinates enterprise endpoint lifecycle management
• Manages access administration and security roles
• Ensures full compliance with records, security, and licensing requirements
• Plays a key role in operational project management by prioritizing customer demand, guiding complex initiatives through the Systems Development Life Cycle (CDLC), and ensuring systems and processes remain efficient, secure, and aligned with business needs
• Provides first level support to end users
• Supervises staff
• Responds to queries in person and over the phone
• Troubleshoots routine software, desktop, and printer issues
• Runs diagnostic programs, isolates problems, and determines and implements solutions

Benefits

• Paid leave
• A minimum of 13 paid state holidays per year
• Medical, dental, vision, and life insurance options
• Retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions)
• Federally recognized Public Service Loan Forgiveness (PSLF) employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed