Permit Services Team Lead

Loudoun County Government has been named one of Forbes 2025 Best Large Employers! Were proud to be recognized nationally for our commitment to employee satisfaction and excellence in public service. At Loudoun County we bring together talented professionals from all backgrounds to make a meaningful impact in a dynamic growing community thats The Loudoun Difference.

Welcome and thank you for your interest in employment with Loudoun County Government!

ALL SECTIONS OF THE APPLICATION MUST BE COMPLETED IN ITS RESUME IS CONSIDERED SUPPLEMENTAL INFORMATION ONLY. APPLICATIONS THAT ARE INCOMPLETE OR INDICATE SEE RESUME WILL NOT BE TAKEN INTO CONSIDERATION.

Are you passionate about public service in local government Do you thrive in a fast-paced team-driven environment where your work directly influences the development of Loudoun County Located in the western part of the Washington D.C. metropolitan area Loudoun County is a dynamic community that experienced significant growth over the past few decades with changing development environments ranging from transit-oriented development at our new Metrorail stations to redevelopment of existing neighborhoods to maintaining and fostering our vibrant rural economy in the western part of the county. These factors create a fast-paced high-energy work environment.

Loudoun County Government named by Forbes Magazine as one of the 2025 Best Largest Employers is comprised of County staff who dedicate their talents education and experience to make a difference. The Department of Building and Development (DBD) prides itself on providing great customer service in an atmosphere where work-life balance and professional development are respected and encouraged.

Loudoun County Virginia is looking for a skilled and motivated Customer Service Supervisor to join the Permits Issuance Division of DBD. The Customer Service Supervisor is responsible for managing and supervising a team of Permit Technicians with daily job functions that include multi-line high volume call center phone operations responses to the Countys Loudoun Express online customer inquiries and DBD direct emails front counter in-person customer service and residential commercial building and trade permit processing. This position is one of three customer services supervisors that work together to supervise staff in the Permit Issuance Division providing oversight and performance planning and evaluation for Permit Technician staff assisting the Building Permits Manager in developing administrative policies procedures and training for customer service and permitting operations and assisting the Permit Technicians in completing daily tasks.

What Youll Do:

• Supervise coach and train Permit Technicians; foster a positive work environment accountability and continuous learning.
• Set clear goals and service standards; conduct regular check-ins performance evaluations and growth plans and build team cohesion and a positive inclusive work environment.
• Oversee day-to-day customer care (phone walk-in and online) ensuring timely accurate and professional responses.
• Enforce consistent guidance on building trade and zoning permit processes; de-escalate complex difficult or emergency permit situations.
• Ensure adherence to policies and procedures for permit intake review and issuance; recommend improvements by becoming a subject matter resource on the permit lifecycle; resolve non-standard applications and process exceptions.
• Coordinate with inter-divisional and inter-departmental partnerstoalign overlapping processes meet permit timelines and remove barriers.
• Communicate clearly and diplomatically in writing and verbally with staff applicants County colleagues and leadership.
• Represent the Division professionally in meetings and working groups; provide concise status metrics and recommendations.

What Were Looking For:

• Demonstrated supervisory skills including managing priorities evaluating staff performance providing constructive feedback and maintaining a positive work culture.
• Demonstrated ability to develop staff through training and coach performance.
• Success managing fast-paced high-volume customer service operations; skilled at de-escalating demanding situations and serving diverse customers.
• Strength in researching and analyzing information utilizing various computer applications and data systems and proposing pragmatic solutions and improvements.
• Excellent writing and interpersonal skills; able to communicate complex procedures and requirements clearly and professionally.
• Skilled at cross-department coordination and stakeholder engagement.
• Experience in the fundamentals of residential and commercial construction permitting and building code requirements is preferred.

Hiring salary is commensurate with experience.

High school diploma or equivalent; five (5) of related work experience related to assigned area preferably with one (1) year of supervisory experience; or equivalent combination of education and experience.

Requires the ability to work in a fast-paced customer service environment and the ability to manage demanding customers and diffuse difficult customer interactions. Experience at a local government or comparable work environment is highly desirable.

Employment is contingent upon successful completion criminal and creditbackground checks.

Equal Employment Opportunity
Loudoun County Government prides itself on fostering a diverse and inclusive workplace that promotes employee wellness and work-life balance. As an equal opportunity employer we consider all qualified applicants regardless of age color disability gender identity genetic information national origin political affiliation race religion sex sexual orientation or other non-merit factors.

Reasonable Accommodation
Applicants who wish to request a reasonable accommodation during the recruitment process should call Human Resources directly at
oremail Human Resources.