IT Application Support Supervisor

Title: IT Application Support Supervisor

Position #: 98001

Salary Range: $99,000.00 - $128,600.00

Location: Mechanicsville

Our Mission

To strengthen the Commonwealth through public safety, education and revenue derived from the responsible regulation and sale of alcoholic beverages.

Our Vision

To bring good spirits and excellent service to Virginia.

Our Values

Accountability-Service-Integrity-Performance Excellence

Join our team crafted of Virginia's Top Shelf Talent!

Virginia ABC is currently seeking applicants for the IT Application Support Supervisor role. The IT Application Support Supervisor oversees the day-to-day support and maintenance of business and IT applications. This role coordinates packaged application administration, monitors support processes, and ensures effective resolution of incidents and requests. The supervisor provides direction to assigned staff and contractors, supports escalation handling, and ensures consistent application support to meet service level expectations.

Essential Job Duties and Responsibilities Include:

• Ensure application support tickets and requests are logged, tracked, and resolved within agreed service levels.
• Monitor team workload and adjust assignments to maintain service coverage.
• Follow established policies, procedures, and templates for application support and escalate gaps or issues to management.
• Ensure required security review processes are carried out for SaaS/COTS applications and assist with vendor access tracking.
• Oversee daily work of assigned staff and contractors, ensuring tasks are completed on time and to quality standards.
• Support onboarding, scheduling, and training of team members.
• Provide coaching and feedback to employees to improve performance and meet expectations.
• Conduct regular check-ins and contribute to performance evaluations with management.
• Maintain staff schedules including coverage for PTO, hybrid work, and absences.
• Serve as an initial escalation point with software vendors for day-to-day operational issues.
• Escalate service failures or contract issues to management as appropriate.
• Provide feedback to management on vendor performance and escalate recurring issues.
• Maintain open communication with staff, management, and business stakeholders.
• Participate in team meetings and provide status updates on support operations.
• Identify recurring issues and escalate trends to management for root-cause analysis and process improvement.

Minimum Qualifications

• Bachelor's degree in computer science, information technology, or related field or equivalent hands-on experience.
• 1-2 years of experience providing direction and serving as a trusted resource for IT support, helpdesk, or application administration teams
• Experience supporting SaaS or COTS products in a diverse technology environment.

Preferred Qualifications

• Experience using ServiceNow or other ITSM tools.
• Prior hands-on application support or system administration experience.
• 1-2 years of previous IT supervisory experience

We offer:

• Excellent work/life balance
• Paid Time Off (PTO) earned every two weeks worked and 14 paid holidays
• Affordable healthcare with employer contributions
• Virginia Retirement System (VRS) benefits
• College Tuition Reimbursement program

Virginia ABC employees are covered under the Commonwealth's benefits package and VRS. However, authority employees are exempt from the Virginia Personnel Act and the Virginia Public Procurement Act.

The Virginia Alcoholic Beverage Control Authority does not provide sponsorship. We are an equal opportunity employer without regard to sex, race, color, religion, national origin, age, sexual orientation, political affiliation, veteran status or disability. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply. ABC will provide, if requested, reasonable accommodation to applicants in need of accommodation in order to provide access to the application and/or interview process. The selected candidate must pass a criminal background check.

VA ABC is a Military-Friendly Employer, is V3 Certified, and embraces Diversity, Equity, and Inclusion

For full consideration, all applicants must fully complete all sections of the online application. A resume will not substitute for an incomplete application.

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act (FMLA) Know Your Rights Poster ; and Employee Polygraph Protection Act (EPPA)
We are an equal opportunity employer without regard to sex, race, color, religion, national origin, age, sexual orientation, political affiliation, veteran status, or disability. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

ABC will provide, if requested, reasonable accommodation to applicants in need of accommodation in order to provide access to the application and/or interview process.

All employment offers are contingent upon compliance with Form I-9 completion timeliness and confirmation of employment authorization by E-Verify and criminal history record checks are required prior to employment.

In support of the Commonwealth's 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 Certificate of Disability (COD) provided by a Certified Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: DARS or call DARS at