IT Support Desk Supervisor (Department Technology Specialist IV)

Henrico County Public Schools

Full-time - Mid Level

Remote

Educational Services

About the position

The IT Support Desk Supervisor (Department Technology Specialist IV) at Henrico County Public Schools is a pivotal role responsible for providing comprehensive and complex technical support to end users across various hardware, software, applications, systems, interfaces, and equipment within the assigned County department. This position involves supporting department staff and operations at multiple locations, ensuring that technical issues are resolved efficiently and effectively. The supervisor will oversee a team of five Department Technology Specialist IIs who deliver IT support desk services for all staff and public systems at ten library locations. The role requires advanced technical support and training for technicians to handle complex technical issues, ensuring timely resolution of support tickets. In addition to daily help desk supervision, the IT Support Desk Supervisor will coordinate attendance and coverage, including after-hours on-call backup, reporting, audits, and compliance verification to support ERATE and Credit Card PCI. The supervisor will collaborate with outside vendors and other County agencies to provide necessary support. A strong knowledge of Microsoft and Apple hardware and software is essential, along with experience in managing printers, AV equipment, laptops, tablets, and desktop hardware. The supervisor will also become a subject matter expert on library technology, including RFID systems, scanners, self-checks, and print management systems. The position requires flexibility in work hours, including early mornings, evenings, and weekends, to provide onsite support across multiple library locations. The supervisor will also be responsible for project planning and execution related to library technologies, ensuring that staff and patron environments are reliable and effective. This role demands excellent communication skills to translate complex technical information into user-friendly terminology, fostering positive relationships with team members, co-workers, the public, and vendors.

Responsibilities

• Supervise the IT support desk team, ensuring timely resolution of support tickets.
• Provide advanced technical support and training to technicians.
• Coordinate attendance and coverage for the help desk, including after-hours on-call support.
• Conduct reporting, audits, and compliance verification for ERATE and Credit Card PCI.
• Collaborate with outside vendors and other County agencies for technical support.
• Manage and support various hardware platforms including desktops, laptops, printers, and AV equipment.
• Become a subject matter expert on library technology systems and applications.
• Plan and execute projects to refresh or expand library technologies.
• Maintain positive working relationships with team members and external stakeholders.

Requirements

• Four-year degree in a relevant IT field of study and three years of relevant work experience, or equivalent combination of experience and training.
• At least five years of experience supporting multiple hardware platforms including desktops, laptops, and printers.
• One year of supervisory experience for a team of four or more.
• Three years of experience planning and leading projects with five or more resources.
• Two years of experience supporting integrated AV platforms with automated controls.
• Strong working knowledge of device support for IP-based networks and Microsoft security.
• Proficiency in managing user IDs, access, and email for Microsoft Systems.
• Knowledge of Active Directory administration is required.

Nice-to-haves

• Experience managing a helpdesk team is desired.
• Familiarity with library application systems such as Comprise, Bibliotheca, and Lyngsoe Automated Returns is preferred.

Benefits

• Competitive salary
• Comprehensive benefits package
• Opportunities for professional development
• Supportive work environment with low employee turnover