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Services and Support Supervisor

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Services and Support Supervisor

Salary

$68,674.95 - $114,767.44 Annually

Location

Norfolk, VA

Job Type

Permanent Full-time

Job Number

13266

Department

Information Technology

Opening Date

07/09/2025

Closing Date

7/20/2025 11:59 PM Eastern

+ Description

+ Benefits

+ Questions

Description

Norfolk, Virginia is America's most authentic and urban waterfront city. Home to the world's largest naval station and the business, arts, and cultural center of Coastal Virginia, Norfolk has been rated a top place to live, work, play, and raise a family by numerous publications. Working for the City of Norfolk is an opportunity to make a real difference in the lives of others. With our commitment to competitive pay and a strong retirement package, you can do good for your community and do well for yourself. Join a caring workplace that proudly celebrates uniqueness, authenticity, and a shared commitment to improving the lives of our residents.

The Department of Information Technology (IT) plays a key role in driving customer-focused innovation initiatives. It’s composed of three technical bureaus: Application Services, Customer Success and Productivity, and Technology Infrastructure and Security. Collectively, the 95 staff members work together to provide essential services and technical support to all City staff and business functions. The City is dependent on IT to provide technology solutions that meet business function and organizational needs, while balancing security and support requirements. The Chief Information Officer, Assistant Director, and the Chief Information Security Officer work together to set technology policy direction for the enterprise and establish a supportive, respectful, and inclusive culture in the department. They, together with the three Technology Managers, lead departmental staff in identifying, recommending, implementing, and maintaining technology and solutions to support the City’s business needs, while setting and enforcing organizational standards and policies.

This is a vacancy within the City of Norfolk’s Information Technology Customer Success and Productivity area. Our dynamic team performs both technical field support and professional work for staff and public-access computers across city departments. We provide level 2 and 3 support for computer software and hardware, as well as specialized technical hardware and software systems. Our team applies a broad knowledge of technology infrastructure and processes to troubleshoot and resolve technology problems.

The City of Norfolk is seeking a seasoned IT professional to serve as the Services and Support Supervisor. This role entails overseeing 24/7 help desk support and managing a team of skilled technicians and specialists to address a wide range of customer issues and service requests. The Services and Support Supervisor will be responsible for all replacement and upgrade projects for personal computing devices (PCs), from handhelds to desktops, including all related components and software (both wired and wireless). The incumbent will also be accountable for enterprise-wide PC management, monitoring, and reporting. This includes policy development and administration, procedure documentation, software licensing, inventory management, interface issue resolution, scripting, and quality control for all customer-supported applications and devices.

Department Hiring Salary Range: $68,675 - $78,976

Essential Functions

Essential functions include but are not limited to:

+ SUPERVISION: Supervise, direct, coach, support and delegate tasks and responsibility to professional and technical staff members; train staff on products, asset inventory proper processes and procedures. Provide input on hiring and disciplinary actions. Schedule staff to provide coverage during regular business hours of 8am to 5pm Monday through Friday. Create performance objectives, monitor, and evaluate staff progress towards objectives and goals.

+ PROBLEM SOLVING: Perform analytical and problem-solving activities and arrive at sound solutions; diagnose and resolve computer hardware, software, access, asset inventory, license allotments.

+ COMMUNICATION: Create, document, and modify computer hardware and software installation and troubleshooting procedures for technical staff. Help with developing and testing customer documentation. Educate customers on technology standards, policies, available services, and capacities by conducting presentations, hosting meetings and training sessions, preparing reports, and providing other forms of written and oral documents. Prepare asset replacement and utilization reports.

+ PROJECT MANAGEMENT: Ability to lead a team of technical and professional staff members to complete project tasks within schedule and budget.

+ IT ASSET LIFECYCLE: Thorough understanding of all phases of the asset lifecycle from quote to grave. Experience with Asset Management Systems implementation and support.

+ CUSTOMER SERVICE/HELP DESK: Provide excellent customer service and IT support to all City agencies.

+ VENDOR MANAGEMENT: Work closely with vendors to provide competitive cost quotes to staff based on city standards/contracts. Understand vendor and contract management, track contract life cycles

Education/Experience

Work requires broad knowledge in several technical areas including application administration, computer hardware and software support, asset management and help desk operations. This knowledge may be gained through a bachelor’s degree in related field and at least five years of experience; or at least ten years cumulative experience, in one or more of the advanced technical areas listed above.

Three years public or private progressively responsible supervisory experience is required. Working with a team of vastly diverse technical skills, experience, and responsibilities. Personal technical expertise and project manager skills are a plus. Experience in providing direct customer service and support is required.

Additional Information & Requirements

Work Location: 800 E. City Hall Ave , Norfolk, VA 23510

Work Hours: This position works a forty hour per week shift to accommodate business hours of 8am to 5pm Monday – Friday. This position is an Essential position, which requires attendance during emergencies, delayed city openings and special weather events.

+ Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.

+ Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.

+ Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.

+ Retirement

If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

+ The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant’s school of enrollment must be an accredited institution.

NOTE:

The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type.

Non-City

Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.

01

The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.

+ I understand and will answer the following supplemental questions completely and thoroughly.

02

Please select the highest level of education you have completed.

+ High School Diploma/GED

+ Some College (6 months or more)

+ Vocational/Technical Degree

+ Associate's Degree

+ Bachelor's Degree

+ Master's Degree or higher

03

How many years of IT help desk and/or direct customer support supervisory experience do you have?

+ I do not have any related experience

+ Less than one (1) year of experience

+ 1 to 3 years of experience

+ 3 to 5 years of experience

+ More than five (5) years of experience

04

How many years of experience do you have with identifying and recommending technology solutions for customers?

+ Less than 1 year

+ 1 to 3 years

+ 3 to 5 years

+ More than 5 years

05

What is your level of knowledge of Windows operating systems?

+ None

+ Beginner

+ Intermediate

+ Advanced

06

Indicate the number of years of experience you have installing and troubleshooting Windows computers.

+ Less than one year of experience

+ 1 to 3 years of experience

+ 3 to 5 years of experience

+ More than five (5) years of experience

07

What is your level of knowledge of Microsoft Intune?

+ Not Proficient

+ Beginner

+ Intermediate

+ Advanced

08

Please provide your years of experience scheduling, resource allocation, and workload balancing across multiple projects and service areas.

+ Less than one year of experience

+ 1 to 3 years of experience

+ 3 to 5 years of experience

+ More than five (5) years of experience

+ I do not have this experience

09

This position requires reporting to work at the IT administrative offices, or other location in Norfolk on a regular scheduled basis or within an hour of notification of an event or emergency. Are you willing to comply?

+ Yes

+ No

10

Do you have a valid driver's license? (Please note: A current copy of your Division of Motor Vehicles (DMV) driving record, obtained within last 30 days, may be required at the time of interview.)

+ Yes

+ No

11

The expecting salary range for this position is $68,675 - $75,542. Are you willing to accept a salary within this range?

+ Yes

+ No

12

Please indicate your veteran status. (A copy of your long form DD-214 may be required)

+ I am not a Veteran

+ I am a Veteran

+ I am a Disabled Veteran

13

Are you a current or previous City of Norfolk employee?

+ Yes - I am a current City of Norfolk Employee

+ Yes - I am a previous City of Norfolk Employee

+ No - I am not a previous or current City of Norfolk employee

14

If you were referred for this position by a current City of Norfolk employee, please provide the employee's full name, department, and job title. If not, please indicate by typing "N/A."

Required Question

Employer

City of Norfolk

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