York County, Virginia · 1 month ago
Help Desk Manager (Information Technology)
Yorktown, VA
Full-time
Onsite
Senior Level
$75K/yr - $90K/yr
5+ years expYork County, Virginia is seeking a Help Desk Manager to oversee the Computer Support team within the Department of Information Technology. The role involves providing strategic direction for support services, managing daily operations, and ensuring high service standards across departments.
Government Administration
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
Preferred
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
Benefits
Medical
Dental
Vision insurance
Health savings accounts
VRS retirement
Group life insurance
Deferred compensation
Flexible spending accounts
Employee assistance program
Paid holidays
Paid leave
Company
York County, Virginia
The York County, Virginia government is an organization of over 700 employees working under the leadership of an elected Board of Supervisors.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase