Help Desk Supervisor

Title: Help Desk Supervisor

State Role Title:Salary Non-Specified

Hiring Range: Minimum starting salary $76963 commensurate with experience

Pay Band: UG

Agency: VA Workers Compensation Comm

Location:RICHMOND HEADQUARTERS

Agency Website:

Recruitment Type: General Public - G

Technology support is more than resolving ticketsits about creating a reliable efficient and people focused experience that keeps the organization moving forward. The Virginia Workers Compensation Commission is seeking a Help Desk Supervisor to lead a high performing support team known for exceptional customer satisfaction and service excellence.

This role is ideal for someone who enjoys balancing team leadership project coordination process improvement (i.e. ITIL or Six Sigma) and hands on problem solving in a fast paced environment.

Were looking for a leader who brings structure initiative and forward thinking ideas to Help Desk operationssomeone who can coach staff streamline workflows and step in to resolve complex technical challenges.

Youll oversee key support projects drive process improvements that enhance efficiency and service quality and provide clear status reporting that supports transparency and sound decision making.

Youll join a culture built on innovation integrity and continuous improvement where teamwork runs deep and operational excellence is a shared priority.

At VWC youll have the opportunity to make a visible impact contribute to meaningful public service work and help shape how technology support is delivered across the organization.

Job Duties

The Help Desk Supervisor oversees the daily operations of the Information Systems Help Desk team and plays a critical role in ensuring high-quality technology support services are delivered throughout the agency.

This position is responsible for supervising Help Desk staff managing operational workflows and service delivery overseeing Help Desk-related projects monitoring service metrics and reporting improving processes and documentation coordinating hardware and software support activities and ensuring strong collaboration with internal teams and external vendors.

The position requires a balance of leadership customer service project management operational oversight and technical troubleshooting experience.

What Youll Do

• The Help Desk Supervisor oversees the daily operations of the Help Desk team and helps ensure reliable high-quality technology support across the agency. This role supervises staff manages workflows and escalations supports complex troubleshooting efforts monitors operational performance and promotes strong customer service and communication.
• The position also leads Help Desk projects and operational improvement initiatives including process improvement documentation management procurement coordination security support efforts and strategic planning to improve efficiency service delivery and overall Help Desk operations.

What Makes Someone Successful in This Role

• Successful candidates are organized adaptable and able to lead effectively in fast-paced environments with shifting priorities. They can successfully balance team leadership operational oversight project coordination and hands-on problem solving while maintaining strong customer service and professional communication with both technical and non-technical users.
• Individuals who excel in this role are proactive solutions-focused and comfortable working independently while also collaborating with others. They value accountability teamwork process improvement and operational efficiency and are skilled at coaching staff delegating responsibilities appropriately analyzing trends and identifying opportunities to improve Help Desk operations and service delivery.
• Additional Information
  This position supervises three Help Desk Technicians.
  Some travel may occasionally be required for agency-related support activities.
  This position involves Continuity of Operations (COOP) and IT Disaster Recovery planning activities.
  This position is a hybrid of remote and in the office work and will likely require significant time in the Richmond HQ office after starting. Once the Help Desk Supervisor is up to speed more remote workdays are likely as this position will rotate workdays in the Richmond HQ office depending upon the performance and business needs of the department and team. Must pass a criminal background check.
  
  

VWC Compensation Structure

Virginia Workers Compensation Commission is an independent agency which allows us to have a more competitive and unique pay structure. This position is a pay grade 9 based on a 14 grade pay structure. Our positions are not classified under DHRMs pay bands.

Telework Structure

Our agency is currently using a hybrid model for teleworking. Our positions currently are not 100% we do have a liberal telework policy in place and all candidates would be expected to report to our Headquarters as requested.

Telework scheduling is at the discretion of the positions supervisor the Executive Director based on the business needs of the department. Upon hire candidates should expect to have all training and orientation conducted at the Headquarters Office or as required.

Virginia Workers Compensation Commission Overview

Led by a Senior Leadership team consisting of three Commissioners an Executive Director and a Chief Deputy Commissioner. Our mission is to serve injured workers victims of crimes employers and related industries by providing exceptional services resolving disputes and faithfully executing the duties entrusted to us by the Commonwealth of Virginia. Our vision is to lead the nation as the most effective and innovative state agency. VWC demonstrate seven core values: innovation respect accountability reliability impartiality integrity and effectiveness.

We are a Virginia Values Veterans (V3) official certified state agency that supports Veterans and Members of the Reserves and/or National Guard. If you are a Veteran or Spouse of a Veteran or Active Military Member we urge you to respond accordingly on your state application. Virginia Workers Compensation Commission is an Equal Opportunity Employer and we encourage diversity within our workforce. Virginia Workers Compensation Commission does not provide sponsorship for employment.

VWC has been recognized as a Top Workplace for the past several years in the Richmond Region and in the country. It is the recipient of the following awards:

• 2022 - 2026 Top USA Workplace
• 2021 - 2026 Top Workplace Richmond Region
• 2023 - 2025 Top Award for Mid-Sized Companies
• 2022 - 2023 Doers Award
• 2024 Managers Award
• 2025 Leadership Award McGill

Minimum Qualifications

Experience supervising staff leading teams or coordinating operational workflows.
Experience working in a Help Desk desktop support or customer support environment.
Experience working in PC and Microsoft Windows environments including analyzing diagnosing installing configuring and troubleshooting hardware peripherals and/or software.
Experience in ITIL/ITSM environments for ticket management.
Experience applying process-improvement frameworks such as the ITIL Continual Improvement Model or Six Sigma/DMAIC.
Experience managing projects coordinating priorities or overseeing operational initiatives as well as collecting organizing and presenting performance data including status reporting
Experience with procurement of IT hardware/software and inventory lifecycle management.
Experience creating updating and maintaining SOPs knowledge bases training/user guides and technical documentation to support consistent service delivery.
Strong organizational communication and customer service skills
Ability to analyze operational challenges evaluate performance metrics and develop practical solutions to improve service delivery workflow efficiency and SLA performance.
Ability to learn new technologies quickly adapt to evolving environments and lead teams through process and service delivery improvements.
Ability to manage competing priorities in a fast-paced environment.

Additional Considerations

Experience in a structured help desk environment preferred
Microsoft Certified IT Professional / CompTIA A or equivalent training preferred
ITIL/ITSM including ITIL Continual Improvement Model and/or Six Sigma certification or training preferred
Project Managementrelated certification and/or training strongly preferred
IT procurement or vendor management certification(s) or training preferred

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to Your Application in your account to check the status of your application for this position.

Contact Information

Name: Amy Habel

Phone:

Email:

In support of the Commonwealths commitment to inclusion we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS) or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation if applicable to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at .

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1 2022- February 29 2024 can still use that COD as applicable documentation for the Alternative Hiring Process.