Technical Services Support Supervisor

Virginia Beach City Public Schools; Virginia Beach (VA); On-site; USD 67,000 - 99,000; Full time

Job summary

Join Virginia Beach City Public Schools as a Technical Services Support Supervisor, where you'll lead a team providing essential technical support and ensure compliance with departmental standards. This full-time role requires expertise in IT, excellent communication skills, and a minimum of five years of relevant experience in a fast-paced educational environment.

Benefits

Health insurance

Paid sick/annual leave

Tuition reimbursement

Professional development

Membership in the Virginia Retirement System

Qualifications

• A minimum of two years of experience leading an IT technical team.
• At least five years of hands-on technical experience in Information Technology.
• Expert-level knowledge of Windows, iOS, and Google client operating systems.

Responsibilities

• Provide leadership and supervision of technical staff members.
• Manage team's case queue and ensure SLA compliance.
• Develop and facilitate training for end users on systems and applications.

Skills

Written and oral communication

Organizational skills

Customer service

Problem-solving

Analytical skills

Education

Bachelor's degree in a STEM field

Job description

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Join to apply for the Technical Services Support Supervisor role at Virginia Beach City Public Schools

General Responsibilities

Under the direction of a designated coordinator, this position is responsible for providing leadership and day-today supervision of a team of technical staff members responsible for providing best in class technical support and meeting all necessary Department of Technology objectives and compliance with departmental standards and Service Level Agreements (SLA).

Essential Tasks

(These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)

• Coordinate workflow and assign work to ensure completion in a timely manner and/or to meet service levels.
• Manage team's case queue to ensure SLA compliance and assign resources as appropriate.
• Interact with VBCPS users to provide the best class service.
• Manage multiple projects/priorities simultaneously.
• Interact with vendors to resolve support issues.
• Identify training/coaching opportunities and communicate accordingly.
• Develop and facilitate training for end users on systems, applications, and technical processes.
• Ensure adequate manpower to cover work requests when balancing needs of on-site work, special projects, etc.
• Provide training, daily supervision and guidance to team to complete ongoing projects and tasks.
• Provide input into annual evaluations of assigned team members.
• Work collaboratively with other DOT teams as needed to enhance end-user support.
• Perform related work as required.
  
  

General Responsibilities

Under the direction of a designated coordinator, this position is responsible for providing leadership and day-today supervision of a team of technical staff members responsible for providing best in class technical support and meeting all necessary Department of Technology objectives and compliance with departmental standards and Service Level Agreements (SLA).

Essential Tasks

(These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)

• Coordinate workflow and assign work to ensure completion in a timely manner and/or to meet service levels.
• Manage team's case queue to ensure SLA compliance and assign resources as appropriate.
• Interact with VBCPS users to provide the best class service.
• Manage multiple projects/priorities simultaneously.
• Interact with vendors to resolve support issues.
• Identify training/coaching opportunities and communicate accordingly.
• Develop and facilitate training for end users on systems, applications, and technical processes.
• Ensure adequate manpower to cover work requests when balancing needs of on-site work, special projects, etc.
• Provide training, daily supervision and guidance to team to complete ongoing projects and tasks.
• Provide input into annual evaluations of assigned team members.
• Work collaboratively with other DOT teams as needed to enhance end-user support.
• Perform related work as required.
  
  

Duties Assigned To Specific Job Functions

Field Services Team Member

• Administer and troubleshoot enterprise directory services, endpoint management policies and software deployment processes.
• Maintain team's knowledge base documentation.
• Provide hiring support, training and mentoring for Technology Support Technicians.
• Manage and optimize the enterprise print management system for division.
• Oversee and coordinate large-scale endpoint provisioning projects to ensure efficient deployment and management.
• Responsible for research and development projects on new software, hardware and configurations.
  
  

Asset Management and Hardware Repair Team

• Confirm completion and compliance of Hardware Repair Team members training to be certified per self-maintainer guidelines
• Confirm completion and compliance of Asset Management Team members for certification in equipment used in daily tasks
• Serve as point of contact for self-maintainer general questions, ask specifics when reviewing financial statements for trade and warranty repairs.
• Work collaboratively w/DOT office associate to ensure any team invoices are paid in a timely manner
• Oversee the purchase of consumable parts inventory.
• Work collaboratively w/appropriate staff to review repair part compatibility and availability through various suppliers/vendors.
• Work collaboratively w/appropriate staff to lead the review of Non-Standard Hardware Requests.
• Conduct warranty repair work utilizing manufacturer specific diagnostic programs and submit and maintain manufacturer warranty claim documentation.
• Monitor manufacturer product bulletins for product recalls and updates.
• Maintain manufacturer certification.
• Assist with documenting troubleshooting guidance, processes, and procedures for daily workflows and best practices.
• Oversee asset management needs for 1:1 instructional program and support the administrative asset management program.
• Work with asset management team members to ensure data reported from the asset management application is reviewed for quality assurance. Work with asset managers as needed to ensure the data is verified for accuracy.
• Document processes and procedures and conduct training for the technology asset management system.
• Test new hardware for approval and adoption by the division.
• Manage computer hardware repair and parts.
• Disable and move devices in Google Admin Console for 1:1 oversight.
• Work collaboratively with other DOT teams as needed.
  
  

Knowledge, Skills And Abilities

Must have a thorough knowledge of the operation, uses and capabilities of computer equipment; methods and techniques used to maintain and repair computer equipment; hazards of the work and of necessary safety precautions; and service desk applications. Must have the ability to understand and carry out written and oral instructions; read and understand technical manuals and to work from sketches, drawings and diagrams; ability to establish and maintain effective working relationships with colleagues, associates, team members, and vendors. Must possess excellent written and oral communication, organizational, customer service, problem-solving and analytical skills. Demonstrated ability to be flexible and adaptive to internal processes and changes, delays, or unexpected events. Demonstrated ability to effectively manage multiple priorities simultaneously and meet critical deadlines in a fast-paced environment. Must be proficient in the use of Microsoft and Google enterprise applications, local area networking and Active Directory account/rights maintenance, hardware repair for desktops, laptops, printers, and other electronic equipment.

Education And Experience

Required: A bachelor's degree in a STEM field, along with a minimum of two (2) years of experience leading an IT technical team. Must also have at least five (5) years of hands-on technical experience in Information Technology, including work with hardware, operating systems, and client-server applications in an enterprise-wide distributed computing environment. Expert-level knowledge of Windows, iOS, and Google client operating systems as well as troubleshooting and maintaining PC, laptop, and tablet hardware.

Preferred: Information Technology industry certifications (MCSA: Microsoft Certified Solutions Associate, MTA: Microsoft Technology Associate, CompTIA Network+, Security +, A+, and ITIL Foundation Certificate in IT Service Management, Google Apps Certified). Administrator and ITIL Foundation Certificate in IT Service Management or equivalent certifications.

Physical Requirements

Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public using the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls. Frequent sitting, walking, bending, stooping, crouching, kneeling, grasping, fingering, repetitive motion, reaching, and driving. Occasional standing, climbing, and crawling. Work involves moderate exposure to unusual elements such as dirt, fumes, gases, unpleasant odors, hazards such as moving vehicles, electric current, moving mechanical parts, etc. and/or loud noises. Ability to lift up to 50 pounds frequently. Requires timely and regular adherence to established work schedules.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks.

Special Requirements

• Possession of a valid driver's license.
• Regular and reliable attendance is an essential function of this position.
• Occasional travel while responding onsite at a Virginia Beach City Public School (VBCPS) facility as assigned
  
  

How To Apply

External Applicants: If you are interested in applying for this position, you must create an account. Please select "Login and Apply" from the bottom of this posting. After creating an account, please login, complete the online application, and apply for this job.

Eligible Internal Applicants: Follow these instructions to complete a transfer application. After creating an account, please complete the application and apply for this job.

Reports To Director of Technology

Full Time or Part Time? Full Time

Job Posting Link https://vbschoolscom.finalsite.com/fs/resource-manager/view/e191205f-bf87-4854-be12-aeb40359d04a

Salary Range: From/To

Salary range: $67,640-$98,664

Salary will be based on job-related creditable years of full-time, verified work experience. Entry-level salary will be awarded at the time of hire. Upon the return of employment verification forms from the candidate's current and previous employers, the salary will be adjusted if creditable full-time experience is confirmed.

VBCPS offers a full range of benefits including health insurance, paid life insurance, paid sick/annual leave, tuition reimbursement, professional development and membership in the Virginia Retirement System.

Unified Experience Based Step Pay Scale: U18

FTE 1.000

Start Date 2025-2026 School Yr

Additional Job Information

All applicants, both internal and external, must attach a current detailed resume to your electronic application.

Salary range: $67,640-$98,664

Salary will be based on job-related creditable years of full-time, verified work experience. Entry-level salary will be awarded at the time of hire. Upon the return of employment verification forms from the candidate's current and previous employers, the salary will be adjusted if creditable full-time experience is confirmed.

VBCPS offers a full range of benefits including health insurance, paid life insurance, paid sick/annual leave, tuition reimbursement, professional development and membership in the Virginia Retirement System.

Unified Experience Based Step Pay Scale: U18

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Primary and Secondary Education

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