Support Services Manager

County Of Albemarle•Charlottesville, VA

7d•Hybrid

About The Position

The Support Services Manager is the first-line supervisor for Support Services and Audio-Visual staff in the Department of Information Technology. The role oversees the operation, maintenance, security planning, and deployment of end-user hardware, ensuring services and personnel effectively meet the needs of the Local Government division while modeling best practices. The manager monitors staff performance and adherence to division and department policies, learning strategies, and system goals. The position supervises Support Analysts, Help Desk Analysts, IT Technicians, Audio/Visual Specialists, and the Senior Support or Systems Analyst. It plans and supervises daily activities of support specialists, interns, and contractors, and coordinates deployment of new technology throughout local government. The role oversees programs and software related to computer requisition and deployment, self-maintenance, Audio/Visual support, Mobile Device Management, Service Desk, remote support, security patch management, warranty computer and telephony repair, and equipment recycling and data scrubbing in an enterprise environment. This is a full-time, 12-month, exempt, VRS-eligible and benefits-eligible position. It is eligible for a hybrid remote work schedule in compliance with County policy and operational and service needs. County staff must reside within Virginia. Occasional work and contact beyond normal hours and on weekends are required.

Requirements

Five or more years of combined experience as an Information Technology manager or senior-level Information Technology Support Services professional.
Strong leadership, communication, problem-solving, customer de-escalation, and decision-making skills.
Ability to establish and maintain effective working relationships with associates, subordinates, department heads, and other staff.
Ability to manage technical support staff by planning, organizing, and supervising the work of others.
Ability to communicate effectively orally and in writing, devise detailed procedures, and document technical processes.
Ability to maintain complex records and prepare reports from them.
Ability to make decisions under pressure in accordance with established procedures and departmental policies.
Ability to follow complex verbal and written instructions.
Ability to work with electrical and electronics equipment.
Ability to work in small, closed areas without heat or air conditioning.
Ability to work occasional duties and contacts beyond normal work hours and on weekends, including immediate changes in work priorities.
Must maintain residence within the Commonwealth of Virginia.

Nice To Haves

Demonstrated supervisory experience in an enterprise technology environment is ideal.
Baccalaureate degree from an accredited four-year college or university in computer science, information systems management, business management, or a related field is preferred.
Community college degree in computer science or business is preferred.

Responsibilities

Manage team scheduling and performance to ensure adequate coverage for Help Desk, Support Analysts, A/V, and related staff.
Conduct annual performance reviews, establish performance goals, and maintain attendance, leave, and other administrative records.
Build customer relationships; coach technical professionals; and ensure staff follow departmental, organizational, and state policies and procedures.
Ensure staff are trained, staffed, and equipped to support current and future technology initiatives, and model best practices.
Communicate service interruptions and process changes professionally to the organization.
Research solutions, security enhancements, software systems, and computer equipment to meet organizational priorities.
Assist with IT budget preparation and manage operating budget line items, including computer replacement, repair, and Audio/Visual operations.
Track incident management and report division KPIs, workload, projects, and metrics; maintain weekly project progress updates.
Ensure parts and hot-spare equipment are available for deployment and manage computer and telephony equipment inventories.
Review incidents for equipment problems or customer training needs and ensure customers have a secure, reliable computing environment.
Ensure incident and authorization requests meet standards and provide quality control for staff proposals and projects.
Ensure support-operations standard operating procedures are documented and followed.
Monitor call logging for assignment errors and trends, balance workload, and ensure calls are appropriately escalated and assigned.
Coordinate reservation, activation, and deactivation of resources for County staff, including M365 licenses.
Coordinate support and A/V staffing for division events, ensure after-hours events are staffed, and ensure equipment is updated and tested.
Assist with planning and facilitating meetings, including weekly team meetings.
Perform other duties as assigned.