Help Desk Manager (Information Technology)

Responsible for managing and supervising the County’s Computer Support team within the Department of Information Technology. Provides leadership, oversight, and strategic direction for PC, printer, and peripheral support services across all departments. Serves as the primary liaison between customer departments, Computer Support staff, and the IT Infrastructure team to ensure efficient service delivery and effective resolution of escalated issues. Oversees the development of performance and satisfaction reports, analyzes trends, and implements improvements based on findings.

Incumbent must be available to respond to calls for service after normal working hours.

Manages the daily operations of the County’s Computer Support team, including staff supervision, workload assignment, performance evaluation, and after-hours on-call coordination.

Oversees customer-facing support for all desktop computers, printers, and peripherals; ensures high service standards and proactively manages customer expectations.

Acts as the primary liaison with County departments and warranty vendors for end-user devices, and scopes technology requests to ensure compliance with IT standards and policies.

Leads planning and execution of PC deployment strategies, including image development, asset lifecycle management, and backend coordination with IT Infrastructure.

Tracks key service metrics (e.g., resolution times, satisfaction rates) and drives continuous improvement through reporting, analysis, and staff training.

Oversees the creation of end-user documentation and internal SOPs to support daily operations and major system rollouts.

Aligns helpdesk operations with County-wide goals by developing policies, recommending tools, managing resources, and contributing to budget planning.

Represents the Computer Support division in project planning, interdepartmental meetings, and incident response coordination with other IT teams.

Minimum Qualifications

Any combination of education and experience equivalent to a Bachelor’s Degree in computer science, business, or a related field, and 5 years practical experience in computer networks, computer support, and software applications.

Requires an FBI Criminal Justice Information Services certification (CJIS).

Requires industry recognized technical certification(s).

Requires some supervisory or lead experience.

Requires an acceptable criminal background investigation, including an acceptable applicant fingerprint check required by the FBI’s Criminal Justice Information Services Security Policy.

Requires a valid Commonwealth of Virginia driver’s license.

This job is contingent upon successful completion of pre-employment checks to include background checks and DMV records checks.

Supplemental Information

Working knowledge of cybersecurity concepts relevant to end-user devices, including endpoint protection and multifactor authentication.
Strong knowledge of enterprise service desk operations, device support, and customer service best practices.
Skill in service performance reporting, trend analysis, and process improvement within a support environment.
Ability to lead a technical team, evaluate performance, and foster professional development.
Familiarity with PC imaging tools and IT service management systems (e.g., SmartDeploy, ITSM platforms).
Proficiency in interpreting IT standards and aligning departmental technology requests with County security and support frameworks.
Effective communicator with the ability to coordinate across departments and represent technical priorities to both staff and leadership.

Physical Demands

Must be physically able to operate a variety of machinery and equipment including computers, plotters, printers, copiers, facsimiles, etc. Must be able to lift and install computers and be able to lift and move components weighing up to 55 pounds as needed. Physical demand requirements are for those of Moderately Active Work.