Support Services Manager

County Of Albemarle•Charlottesville, VA

12d•$86,615 - $95,733•Hybrid

About The Position

The Support Services Manager is the first-line supervisor for a team of Support Services and Audio-Visual staff. This position oversees the operation, maintenance, security planning and deployment of end-user hardware, and ensures the effective use of services and personnel to meet the needs of the Local Government division, while consistently modeling best practices for Support Services staff. As a first-line supervisor, the Support Services Manager has the responsibility of consistently monitoring the overall job performance of Support Services staff to ensure adherence to division and department policies, learning strategies, and system goals.

Requirements

Five or more years combined experience as an Information Technology manager or as a senior level information technology Support Services professional.
Demonstrated supervisory experience in an enterprise technology environment is ideal.
Strong leadership, communication, problem solving, customer de-escalation, and decision-making skills required.
Ability to establish and maintain effective working relationships with associates, subordinates, department heads and other staff.
Manage technical Support staff through planning, organizing, and supervising the work of others.
Communicate effectively orally and in writing and having the ability to devise detailed procedures and document technical processes.
Maintain complex records and prepare reports from such records, and work under pressure to make decisions in accordance with established procedures and departmental policies.
Follow complex verbal and written instructions.
Ability to work with electrical and electronics equipment.
Communication may require tact and discretion along with the need to motivate individuals and often incorporating a developed sense of strategy and timing, along with requiring excellent interpersonal and diagnostic skills.
Occasional duties and contact beyond normal work hours and on weekends are required and may entail immediate changes in work priorities.
Ability to work in small, closed areas without heat or air conditioning.

Nice To Haves

Baccalaureate degree from an accredited four-year college/university in computer science, information systems management, business management, or a related field
Community college degree in Computer Science or Business.

Responsibilities

Supervises the Support Analysts, Help Desk Analysts, IT Technicians Audio/Visual Specialists, and the Senior Support or Systems Analyst.
Plans, assists, and supervises daily activities of Support Services Specialists, department interns and contractors, along with deployment of new technology throughout local government.
Oversees divisional programs and software such as computer requisition and deployment, self-maintenance program, 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.
Manages scheduling and performance of team ensuring adequate coverage over critical areas including Help Desk Analyst, Support Analysts, A/V and other related staff. This position also performs Annual Performance Reviews and establishment of performance goals for assigned staff, and maintains attendance, leave and other administrative records.
Builds strong relationships with customers and coaches a diverse team of technical professionals, and ensures staff adhere to departmental, organizational and state policies and procedures.
Ensures staff are adequately trained, staffed, and equipped to support current and future technology initiatives, and consistently models best practices for Support Services staff. This position also ensures staff adhere to departmental, organizational and state policies and procedures.
Ensures organizational messaging regarding service interruptions and process changes are adequately communicated in a professional manner. Research new solutions, security enhancements, software systems, and computer equipment to ensure current and future organizational priorities are met.
Assists with preparation of IT budget including managing line items related to operations such as computer replacement, repair, and Audio/Visual operations.
Assists with tracking incident management, reports on KPI, workload, project, and metrics for division, maintains weekly progress updates on projects. This position also ensures parts and hot spare equipment is readily available for deployment, and oversees the management of computer and telephony related equipment inventories.
Review incidents for problem equipment or customer training needs and ensures customers have a secure and reliable computing environment for work. Ensures all incident and authorization requests are completed according to our standards, and provide quality control over staff proposals and projects to ensure completeness and accuracy.
Research new solutions, security enhancements, software systems, and computer equipment to ensure current and future organizational priorities are met. This position also ensures support operations related standard operating procedures are properly documented and followed.
Monitor call logging identifying errors in call assignment/area, analyzing for trends, and ensures a balanced workload for division and calls are properly escalated and assigned appropriately.
Coordinate reservation, activation, de-activation for County staff (i.e. M365 licenses).
Assists with coordinating support and AV staff for division level events and ensures after-hours events are adequately staffed and equipment is routinely updated and sufficiently tested. This position also assists with planning and facilitation of meetings and weekly team meetings.
Performs other duties as assigned.