IT Manager II - IT Support Services Manager

General Statement of Duties

Responsible for the day-to-day and strategic management of the staff and resources in multiple assigned functional areas in the County's centralized IT Department (e.g. Application Development, Application (COTS) Administration, Database Administration, GIS System Administration, Help Desk Support, Network/Telecommunications Administration, Virtual Infrastructure and Server Administration, Storage Administration, Systems Administration, Systems Development, Security Administration, Web Administration) including managing staff and resources for one or more specialized systems (e.g. microwave, low voltage, etc.) or projects (limited life with begin/end) teams working in assigned functional areas; supervises two or more assigned first line supervisors/IT Managers; performs related work as assigned.

Essential Duties

Responsible for managing the service delivery of the County's end-user technology support services. Oversees two or more IT supervisors/managers, directs technology services for County agencies, manages budget, projects and documents, collaborates with IT units and other divisions, and performs related tasks.

We are looking for a detail-oriented service manager to oversee a wide range of end user technology support services, handle customer service interactions, reporting, and planning. The services manager's responsibilities include providing the highest level of customer service, developing lasting customer relationships, conducting needs assessments, maintaining the IT service catalog/portfolio, managing technology replacements, drive services adoption, provide limited training, and manage associated team members. The services manager maintains a strong working knowledge of all industry standards and practices as well as the County's products and services.

To be successful as a services manager, the candidate should display a strong customer service attitude, a broad technical acumen, as well as excellent leadership skills. Candidate should have the ability to develop and maintain strong, positive relationships with customers and third-party vendors.

Service Essential Duties:

The IT Support teams are often the face of Henrico IT, and who most general government employees interact with when facing a technical issue. The IT Support Services manager is responsible for delegating and directing IT service support tasks, monitoring the progress of current service requests and tickets, adhering to technology replacement schedules and deployments, and managing service team members to ensure the team objectives and service level goals are met. Makes sure customer complaints or concerns are addressed timely and professionally to maintain good customer relationships. Assists with, or performs, budget-related tasks such as requesting quotes, submitting purchase requests, invoicing, processing hardware and software orders, and ensures the proper tracking of IT assets and inventory.

Directs the operation of the Service Desk to ensure team and individual performance levels consistently meet or exceed the needs of the customers based upon departmental SLAs. Monitor Service Desk issues to ensure appropriate priority, escalation, resolution and accuracy.

Oversees the first level of technical customer support for internal clients of all deployed Henrico County Government information technologies and services through coordination with all other information technology (IT) teams, IT security, business units and vendors.

Position will be responsible for performing project management, IT software and hardware purchasing, developing technology standards, developing operational and service procedures and related work as required. Able to collect, collate and report on service metrics as it relates to both individual components and IT managed service stacks. Collaborate with other IT units to provide strategy for the County's ongoing deployment and adoption of IT's products and services. Leads teams to advance services in support of the IT department's "Digital Transformation" initiatives.

Position is required to formulate and make public presentations to County Leadership, Divisional/Department Management, IT department, technical support staff and vendors on a regular basis.

Exercises full supervisory authority including staff assignments, schedules, hiring, mentoring/staff-development, timecards, appraisals, disciplinary actions, etc.; serves as a working manager on complex projects as needed; develops and maintains various IT policy documents and is an active contributor to the IT Management Team.

Knowledge, Skills and Abilities:

Excellent technical and customer support resume. Knowledge of and experience with modern workplace technologies. Preferred knowledge and direct experience with the following technologies:

End User Technologies: Desktops, laptops, Cisco phones, Cisco Room Kits, Apple mobile devices and conference room audio/visual devices.

Microsoft: Active Directory, Microsoft Office productivity tools (Outlook, Word, OneNote, OneDrive, SharePoint, Planner and Teams)

Hardware: Dell, Apple, Toshiba, Panasonic

Virtualization: VMware Horizon, VMware Workspace One, Virtual Desktop Infrastructure (VDI)

Operating Systems: Microsoft Windows, MAC OS, Apple iOS

Enterprise Collaboration Software/Services: FileNet (document management services), Kofax, Kace Service Desk, eFax, Adobe Sign, WebEx, Cisco Jabber, Cisco Unified Call Manager

Other Knowledge Areas: Experience with ITSM, ITIL, Lean/Agile methodologies

Prior management experience with one or more of the following, Service Desk, telecommunications, collaboration tools/applications or Office 365 support teams. Knowledge of various operating systems, end point security; knowledge and understanding of enterprise networks, application and data protection issues and security risks. Strong understanding of Microsoft Office and Office 365. ITIL Foundation certified and experienced with cloud technologies a plus.

Excellent interpersonal, verbal and written communication skills; strong organizational and project management skills; ability to work effectively within a culturally diverse environment; ability to understand and lead technical resources and work independently with a high degree of professionalism. Ability to clearly and effectively communicate technical information to non-technical audiences; excellent collaboration skills including the ability to lead, manage and partner effectively with a wide range of internal and external stakeholders, vendors and other relevant partners. Strong supervisory skills.

This is a hybrid work position but will be required to establish a regular on site work schedule.

Minimum Qualifications

Four (4) year degree in a relevant IT field; and eight (8) years of progressively more complex and responsible experience relevant to assigned IT functional area(s) of responsibility, including two (2) years of previous supervisory experience; OR, any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.

Additional Information

The hiring department anticipates filling this position with an anticipated hiring range of $109,889.91 - $123,555.97 depending on the qualifications of the successful applicant and the needs of the organization at the time of hire. Salary placement above the anticipated range may be considered for candidates whose qualifications significantly exceed the expected requirements of the position and would correspond to the approved range for this hiring level.

A criminal history record check and fingerprinting is conducted on all persons conditionally offered employment, including a conditional offer of initial employment, or a conditional offer to promote, demote, or laterally transfer an employee.

May require of a valid driver's license to provide support at locations Countywide.

May require other certifications relevant to assigned IT functional area(s).

How To Apply

Closing Date: This position closes on Friday, April 3, 2026.

You apply for positions with Henrico County general government through our on-line applicant system, which is available 24-hours a day, 7-days a week with an Internet connection. Please access our job site portal though or click on the Jobs link in the upper right-hand corner of our main County page at .

Minimum Salary 109889

Maximum Salary 202147

Currency USD

Main Organization General Government

General Government

Employment Status Permanent Fulltime

Permanent Full-time

Amount of Travel

Work At Home