Desktop Engineering Manager

Virginia Office of the Attorney General; Richmond (VA); On-site; USD 80,000 - 85,000; Full time

Job summary

Virginia Office of the Attorney General is seeking a Desktop Engineering Manager to lead Deskside Support staff and optimize end-user computing services across the agency. You will oversee device maintenance, software deployment, and asset management while driving process improvements and high customer service standards.

The role requires extensive technical knowledge, hands-on hardware experience, and strong project management skills, with a focus on timely support and policy-driven operations

Qualifications

• Extensive application support experience.
• Extensive technical knowledge of computer hardware, including internal components.
• Hands-on hardware troubleshooting experience.
• Working knowledge of operating systems and standards.
• Experience with automated software deployment and workstation management tools.
• Ability to read technical manuals and OEM guides.

Responsibilities

• Oversee Deskside Support staff and ensure timely assistance to end users.
• Manage policies for incident identification, prioritization, resolution, and escalation.
• Plan staffing capacity, design services, and analyze performance to improve support.
• Install, diagnose, repair, maintain, and upgrade end-user devices.
• Coordinate software licenses and asset tracking across lifecycles.

Skills

App support

Hardware knowledge

Troubleshooting

Operating systems

Deployment tools

Project management

Customer service

Team leadership

Staff motivation

Documentation reading

Education

CS degree or 5 years experience

ITIL certification

Job description

Title: Desktop Engineering Manager

State Role Title: Desktop Engineering Manager

Hiring Range: $80,000 - $85,000

Pay Band: UG

Agency: Attorney General & Dept of Law

Location: Office of the Attorney General

Agency Website: https://www.oag.state.va.us/

Recruitment Type: General Public - G

Job Duties

The Deskside Support Manager’s role is to oversee all Deskside Support staff and ensure that end users are receiving the appropriate assistance within the agency’s end-user computing environment in a timely and accurate fashion. This includes supporting and maintaining in-house audio-visual equipment and non-print media assets; supervising and maintaining the agency’s repository of software applications; and actively managing hardware and software assets within the agency. The Deskside Support Manager is also responsible for planning, designing, and analyzing the agency’s deskside support team according to best practices, while ensuring high levels of customer service quality and availability. This includes the responsibility of managing policies and procedures related to identification, prioritization, resolution, and escalation of incidents to ensure consistent service levels and quick resolutions. This individual is also responsible for staffing capacity planning; service process design; performance analysis; developing proactive resolution plans; implementing workarounds; installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance; and conducting trend and root cause analyses. The Deskside Support Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary. The Deskside Support Manager is also responsible for planning, packaging, coordinating, and deployment of the processes required for the provision of user applications and systems necessary for agency operations. This includes planning, monitoring, and recording software licenses and/or hardware assets to ensure compliance with vendor contracts, along with developing and making recommendations to improve procedures for tracking agency assets to oversee quality control throughout their lifecycles.

Minimum Qualifications

• Extensive application support experience.
• Extensive technical knowledge of computer hardware, including internal components.
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Working knowledge of a range of diagnostic utilities.
• Experience with desktop and server operating systems.
• Direct, hands-on experience with automated software deployment and workstation management tools.
• Proven experience in overseeing the direction, development, and implementation of software solutions.
• Good project management skills and/or substantial exposure to project-based work structures.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong customer service orientation.

Additional Considerations

• College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
• Certification in ITIL.

Contact Information

Name: OAG Recruitment
Phone: [phone]
Email: [e-mail]

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 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 800-552-5019.

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.