Support Services Manager

Job Description

Support Services Manager

Department of Information Technology

Full-Time, 12 Months
Exempt, Pay Grade 35
VRS-Eligible, Benefits-Eligible

Job Summary/Objective:

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.

Supervisory Responsibilities:

• The Support Services Manager 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.

Essential Functions:

• 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.

Competency: Knowledge/ Skills/Abilities:

• 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.

Required Education and Experience:

• 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.
• Additional experience may be substituted for education

Preferred Qualifications/Certifications:

• Preferably one of the following:
  • 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.

Physical and Mental Requirements:

• Requires regular and frequent contacts made at all organization levels for the purpose of achieving organization goals and mission, requiring possible interpretation of policy.
• Requires in person and occasional remote work from facilities.
• 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.

Remote Work:

This position is eligible for a hybrid remote work schedule that is in compliance with the County’s Remote Work Policy and meets the operational and service needs for the position. All County staff must maintain residence within the Commonwealth of Virginia.

Salary Range:

The hiring range for this position is approx. $86,615.00 - $95,733.00 per year. Starting offer is based on applicable education beyond minimum requirements and internal equity. The position also provides excellent benefits including 12 paid holidays, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, VRS retirement, and continuing education/training opportunities. This is a full time, FLSA exempt position. Internal candidates will receive pay adjustments in accordance with Local Government Personnel Policy, §P-60.

Deadline for Applications: Position is open until filled.

Virginia Values Veterans:

Albemarle County is a Certified V3 organization.

EOE/EEO:

Albemarle County is an equal employment opportunity employer and does not discriminate against any group or individual on the basis of race, color, religion, sex, sexual orientation, national origin, age or disability in regard to any aspect of employment policy and practice: recruitment, testing, selection, assignment, pay, conditions of work, training, leave, overtime, promotion, discipline, demotion, and separation.

Albemarle County Core Values:

Albemarle County holds its employees to the highest standards in fulfilling the County’s Vision and Mission. We believe in excellence in public service through:

• Community: We expect diversity, equity and inclusion to be integrated into how we live our mission.
• Integrity: We value our customers and co-workers by always providing honest and fair treatment.
• Innovation: We embrace creativity and positive change.
• Stewardship: We honor our role as stewards of the public trust by managing our natural, human, and financial resources respectfully and responsibly.
• Learning: We encourage and support lifelong learning and personal and professional growth.