Service Support Manager

Service Support Manager

Salary

$79,805.00 - $125,534.00 Annually

Location

City Hall, 442 W. Washington Street, Suffolk, VA

Job Type

Full Time

Job Number

04545

Department

INFORMATION TECHNOLOGY

Opening Date

06/09/2026

Closing Date

6/23/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Description

Under general supervision, performs supervisory and administrative work of an information technology Service Support section. Work involves managing the performance of Level 1 and Level 2 services & support to staff and ensuring that service levels are achieved. The Service Support Manager will ensure that staff provides high-value interactions to meet or exceed expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet the requirements of the City. The Service Support Manager is responsible for the overall management and day-to-day operation of the Technology Service Desk, Project Management and improvements or the Public Works GIS program, Enterprise programs, and Engineering Technician Services; , software and hardware procurement, vendor management and compliance management. Employee must also exercise tact and courtesy in frequent contact with departments customers and the general public. Reports to the Assistant Director of the Department.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Essential Job Functions

• Oversees all requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Acts as escalation point for all requests and incidents.
• Develops and matures phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Determines root cause of issues and communicates appropriately to internal and external customers
• Monitors all service requests to assure that all incidents and changes are being handled in a timely manner and with high quality customer service.
• Oversees the development, implementation, and maintenance of appropriate documentation and support programs for end-users.
• Develops and maintains knowledge base, FAQs, tutorials, help guides, and other educational and training materials provided to end users.
• Performs administrative responsibilities for IT, and ensures customer procurement requests for computing hardware, software, or mobile devices are handled efficiently and within SLAs.
• Manages the process for the communication of outage/emergency activities to the organization.
• Manages vendor relationships as it depends on daily operational needs.
• Performs purchase order review and approval/budgeting responsibility.
• Reviews survey feedback to improve services, tools and support experience.
• Keeps confidential all applicant, client, and verification and company proprietary information.
• Supervises department employees, which involves such duties as instructing, assigning and reviewing work, maintaining standards, acting on employee problems, selecting new employees, appraising employee performance, recommending promotions, discipline, termination and salary increases.
• Provides daily management and supervision of the assigned Departments Service Support Section.
• Monitors and evaluates service support staff performance; coordinates training and development.
• Recommends, develops, and implements new work processes as necessary to increase effectiveness and efficiencies in deliver of customer service.
• Maintains, reviews, and recommends adequate internal control procedures.
• Operates a vehicle and a variety of equipment such as personal computer, fax machine, copier, etc.
• Uses computer supplies and office productivity software such as Microsoft Word, Microsoft Excel, Kronos time keeping, etc. based on departmental requirements
• May assist the Department Assistant Director or Director in the development of departmental policies.
• Performs other related duties as required.

Required Qualifications

Bachelors Degree in Information Technology or related field with 3 to 5 years of experience in Enterprise Programs, Service Desk and /or Call Center with a Tiered environment, with at least three years of experience managing, mentoring and supervising technical support teams in a public or private environment and demonstrated excellent written and verbal communication skills; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Requires a valid drivers license.

ITIL V3 Foundation certification required for the Department of Information Technology.

Supplemental Information

• Knowledge of the methods, policies, and procedures of a City Department as they pertain to the performance of duties of the Service Support Manager.
• Knowledge of the policies and procedures, organization and function of the department.
• Knowledge of support service and IT support desk policies and procedures.
• Knowledge of the principles of supervision, organization, and administration.
• Skilled in the use of a variety of help desk software and/or ticketing systems.
• Knowledge and experience in using KACE SMA is a plus.
• Knowledge and experience in using and administering BeyondTrust remote desktop tool.
• Possess at least 2-3 yrs experience in administering Microsoft Intune, Office 365, Microsoft Entra ID and Active Directory.
• Ability to direct, supervise, and coordinate the work of subordinate employees.
• Ability to exercise independent judgment and initiative in completing assigned tasks.
• Ability to interpret policy and procedural guidelines and to resolve problems and questions.
• Ability to communicate effectively in oral and written form.
• Ability to exercise tact, courtesy and firmness in frequent contact with customers and the general public.
• Ability to establish and maintain effective working relationships as necessitated by work assignments.
• Ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.
• Ability of speaking and/or signaling people to convey or exchange information. Includes giving instructions, assignments and/or directions to subordinates or assistants.
• Ability to read a variety of reports, records, invoices, etc.; to prepare reports, correspondence, purchase orders, accounting reports, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style.
• Ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to record and deliver information, to explain procedures, to follow oral and written instructions.
• Ability to communicate effectively and efficiently.

Seasonal Employees- No Benefits

Part-time Employees - Sick Leave (See below)

Full Time Employees are eligible for the following benefits;

Retirement (Virginia Retirement System employer) for employees hired on or after 1/1/14 - Hybrid Members

Hybrid plan members contribute 4 percent of creditable compensation to the defined benefit plan and 1 percent to the defined contribution plan each month. Members may voluntarily contribute up to an additional 4 percent in 0.5 percent increments to the defined contribution plan each month. Members can increase or decrease their voluntary contributions on a quarterly basis. With the mandatory and voluntary contributions to the defined contribution component of the plan, members can contribute a maximum of 5 percent with a 3.5 percent match from the employer. Members invest in various investment options that best fit their needs.

Vested after 5 years in the defined benefit part of the plan. Vested in phases based on years in the Defined Contribution part of the Plan. The retirement eligibility for a full or reduced retirement pension in the Hybrid Plan is very detailed. Please contact the Virginia Retirement System or the Human Resources Department for details.

Paid Time Off (PTO)

Yearly earnings

120 Hours (1-59 months), 144 Hours (60-119 months), 168 Hours (120- 179 months), 192 Hours (180 and over)

Sick Leave

Part Time employees earn 4 hours per month Sick leave accrues at the end of the month and may be accrued with no ceiling.

Personal Leave

All regular full time employees are granted 24 hours of personal leave each calendar year. Personal leave must be preapproved and is not cumulative.

Health Insurance

Coverage available for you and your eligible dependents using pre-tax payroll deductions if elected.

Supplemental Insurances

Employees may purchase the following supplemental insurance policies: short term and long term disability, cancer, accident, supplemental hospitalization, and group universal life insurance.

Employer Sponsored Short Term and Long Term Disability

Provides disability coverage for employees work and non-work related disabilities. Work related disabilities are covered starting on day one (1). Non work related disabilities are covered starting on day eight (8), after you have been employed for one year.

Flexible Spending Accounts

Employees may participate in the Health Reimbursement, Dependent Care Reimbursement and Premium Reimbursement Accounts. All deductions are made on a pre-tax basis and will reduce your taxable income.

Life Insurance

The city pays the entire premium for life insurance coverage in the amount of 2 times annual salary for natural death and 4 times annual salary for accidental death.

Optional Life Insurance

Employees have the option of electing additional life insurance coverage in the amount of 1, 2, 3 or 4 times their annual salary. Employees may only purchase optional life insurance on spouses and children if they are enrolled in optional life insurance for themselves.

Family and Medical Leave Act (FMLA)

12 weeks of job protected leave for leaves approved in accordance with the Family Medical Leave Act. Employees receive continuation of health insurance, job protection and consideration for a comparable job when available, or an equivalent job, upon return to work.

Funeral Leave

24 hours of paid leave of absence in case of death in immediate family.

Holidays

Suffolk follows the Virginia State holiday calendar as set by the Governor of the Commonwealth of Virginia.

Jury Duty

Time off with pay with difference between jury pay and regular pay or use annual leave and keep check.

457 Deferred Compensation, ROTH IRA, Traditional IRA

Offered through ICMA Retirement Corporation as a way to shelter a portion of your salary from income taxes and save for retirement.

Employee Assistance Program

Offers employees and immediate family members (3) free, confidential counseling sessions related to a broad range of issues such as marital or family conflict, job or personal stress, alcohol or drug abuse, financial or legal worries, etc.

Workers Compensation

Should an employee have an on the job injury, he/she could be eligible for Workmens Compensation Benefits, except in cases of willful neglect.

Pay Days

Employees will be paid on the 15th and last working day of each month.

Credit Union

A Suffolk Credit Union is available to employees.

Legal Services

Employees may prepay for access to legal assistance.

Notary Public Services

Services available in the Human Resources Department.

Alternative Work Schedule

For some positions -Offers 4 Alternative Work Schedule options to provide employees with greater control over their personal and professional time, as well as reducing absences.

01

Do you have a valid drivers license?

• Yes
• No

02

Which of the following reflects your highest level of education ?

• Associates Degree
• Bachelors Degree
• Masters Degree
• Doctorate Degree
• No Degree
• Some college
• High school diploma or GED

03

Do you have a Bachelors degree or higher in Information Technology or related field?

• Yes
• No

04

Which of the following best describes your experience managing/mentoring/supervising technical support staff?

• Less than 1 year
• 1 - 2 years
• 2 - 3 years
• 3 - 4 years
• More than 4 years

05

Which of the following best represents your service desk and/or call center experience with a tiered environment?

• Less than 1 year
• 1 - 2 years
• 2 - 3 years
• 3 - 4 years
• 4 - 5 years
• 5 - 6 years
• 6 - 7 years
• 7 - 8 years
• 8 - 9 years
• 9 - 10 years
• More than 10 years

06

Which of the following best represents the most employees you have previously supervised?

• No supervisory experience
• 1 - 5 employees
• 5 - 10 employees
• 10- 15 employees
• 15- 20 employees
• More than 20 employees

07

Do you have a current Information Technology Infrastructure Library (ITIL) certification?

• Yes
• No

Required Question

Employer City of Suffolk

Address 442 W. Washington Street, Suite 1044

Suffolk, Virginia, 23434

Phone 7575144110

Website http://www.suffolkva.us