NEOGOV · 8 hours ago
Service Support Manager
Suffolk, VA
Full-time
Onsite
Mid, Senior Level
$77K/yr - $121K/yr
3+ years expNEOGOV is seeking a Service Support Manager to oversee the performance of Level 1 and Level 2 IT services and support staff. The role involves managing the Technology Service Desk, ensuring high-quality customer service, and maintaining effective vendor relationships while supervising department employees.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Oversees all requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Acts as escalation point for all requests and incidents
Develops and matures phone/ticket escalation processes to ensure free flowing escalation and information within the organization
Determines root cause of issues and communicates appropriately to internal and external customers
Monitors all service requests to assure that all incidents and changes are being handled in a timely manner and with high quality customer service
Oversees the development, implementation, and maintenance of appropriate documentation and support programs for end-users
Develops and maintains knowledge base, FAQ's, tutorials, help guides, and other educational and training materials provided to end users
Performs administrative responsibilities for IT, and ensures customer procurement requests for computing hardware, software, or mobile devices are handled efficiently and within SLA's
Manages the process for the communication of outage/emergency activities to the organization
Manages vendor relationships as it depends on daily operational needs
Performs purchase order review and approval/budgeting responsibility
Reviews survey feedback to improve services, tools and support experience
Keeps confidential all applicant, client, and verification and company proprietary information
Supervises department employees, which involves such duties as instructing, assigning and reviewing work, maintaining standards, acting on employee problems, selecting new employees, appraising employee performance, recommending promotions, discipline, termination and salary increases
Provides daily management and supervision of the assigned Department's Service Support Section
Monitors and evaluates service support staff performance; coordinates training and development
Recommends, develops, and implements new work processes as necessary to increase effectiveness and efficiencies in deliver of customer service
Maintains, reviews, and recommends adequate internal control procedures
Operates a vehicle and a variety of equipment such as personal computer, fax machine, copier, etc
Uses computer supplies and office productivity software such as Microsoft Word, Microsoft Excel, Kronos time keeping, etc. based on departmental requirements
May assist the Department Assistant Director or Director in the development of departmental policies
Performs other related duties as required
Qualification
Required
Bachelor's Degree in Information Technology or related field with 3 to 5 years of experience in Enterprise Programs, Service Desk and /or Call Center with a Tiered environment, with at least three years of experience managing, mentoring and supervising technical support teams in a public or private environment and demonstrated excellent written and verbal communication skills; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities
Requires a valid driver's license
ITIL V3 Foundation certification required for the Department of Information Technology
Preferred
Knowledge of the methods, policies, and procedures of a City Department as they pertain to the performance of duties of the Service Support Manager
Knowledge of the policies and procedures, organization and function of the department
Knowledge of support service and IT support desk policies and procedures
Knowledge of the principles of supervision, organization, and administration
Skilled in the use of a variety of help desk software and/or ticketing systems
Knowledge and experience in using KACE SMA is a plus
Knowledge and experience in using and administering BeyondTrust remote desktop tool
Possess at least 2-3 yrs experience in administering Microsoft Intune, Office 365, Microsoft Entra ID and Active Directory
Benefits
Retirement (Virginia Retirement System employer) for employees hired on or after 1/1/14 - Hybrid Members
Paid Time Off (PTO) Yearly earnings
Sick Leave
Personal Leave
Health Insurance
Supplemental Insurances
Employer Sponsored Short Term and Long Term Disability
Flexible Spending Accounts
Life Insurance
Optional Life Insurance
Family and Medical Leave Act (FMLA)
Funeral Leave
Holidays
Jury Duty
457 Deferred Compensation, ROTH IRA, Traditional IRA
Employee Assistance Program
Worker's Compensation
Credit Union
Legal Services
Notary Public Services
Alternative Work Schedule
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
The Carlyle Group,Warburg PincusWarburg 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