Support Services Manager

County Of Albemarle•Charlottesville, VA

8d•$86,615 - $95,733•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 manager oversees the operation, maintenance, security planning, and deployment of end-user hardware, and ensures services and staff meet the needs of the Local Government division. The role monitors staff performance and promotes 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 oversees daily staff activities, technology deployments, and divisional programs and software, including computer requisition and deployment, self-maintenance, A/V support, Mobile Device Management, Service Desk, remote support, security patch management, warranty repair, and equipment recycling and data scrubbing. This is a full-time, 12-month, exempt, VRS-eligible and benefits-eligible position. It is eligible for a hybrid remote work schedule subject to County policy and operational needs. County staff must reside within Virginia. The hiring salary range is approximately $86,615 to $95,733 per year; starting offers depend on applicable education beyond minimum requirements and internal equity. The position is open until filled.

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 plan, organize, and supervise the work of technical support staff.
Ability to communicate effectively orally and in writing, devise detailed procedures, and document technical processes.
Ability to maintain complex records, prepare reports, and 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 in person and occasionally remotely from facilities.
Occasional duties and contacts beyond normal work hours and on weekends are required; work priorities may change immediately.
Residence within the Commonwealth of Virginia is required for County staff.

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.
Community college degree in Computer Science or Business.
Additional experience may be substituted for education.

Responsibilities

Manage team scheduling and performance to provide adequate coverage for Help Desk, Support Analysts, A/V, and related staff; conduct annual performance reviews, establish goals, and maintain attendance, leave, and other administrative records.
Build customer relationships, coach a diverse team, 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, while modeling Support Services best practices.
Communicate service interruptions and process changes professionally; research solutions, security enhancements, software systems, and computer equipment to meet organizational priorities.
Assist with IT budget preparation and manage operational line items related to computer replacement, repair, and A/V operations.
Track incident management and report division KPIs, workload, projects, and metrics; provide weekly project updates and ensure parts and spare equipment are available.
Oversee computer and telephony equipment inventories.
Review incidents to identify problematic equipment or customer training needs; ensure customers have a secure, reliable computing environment and requests meet standards; quality-check staff proposals and projects for completeness and accuracy.
Document and ensure adherence to standard operating procedures for support operations.
Monitor call logging for assignment errors and trends, balance workloads, and ensure calls are appropriately escalated and assigned.
Coordinate reservation, activation, and deactivation of services for County staff, including M365 licenses.
Coordinate Support and A/V staff for division events, ensure after-hours events are staffed and equipment is updated and tested, and assist with meetings and weekly team meetings.
Perform other duties as assigned.