NEOGOV · 1 month ago
Help Desk Manager (Information Technology)
Yorktown, VA
Full-time
Onsite
Senior Level
$75K/yr - $90K/yr
5+ years expNEOGOV is seeking a Help Desk Manager to oversee the County's Computer Support team within the Department of Information Technology. The role involves managing daily operations, ensuring high service standards, and acting as a liaison between departments to improve service delivery and resolve issues.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
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
Qualification
Required
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
Benefits
Medical, dental, and vision insurance
Health savings accounts
VRS retirement
Group life insurance
Deferred compensation
Flexible spending accounts
Employee assistance program
Paid holidays
Paid leave
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase