Help Desk Supervisor

Title: Help Desk Supervisor

State Role Title: Salary Non-Specified

Hiring Range:
Minimum starting salary $76,963, commensurate with experience

Pay Band: UG

Agency: VA Workers' Compensation Comm

Location: RICHMOND HEADQUARTERS

Agency Website:

Recruitment Type: General Public - G

Technology support is more than resolving tickets-it's about creating a reliable, efficient, and people focused experience that keeps the organization moving forward. The Virginia Workers' Compensation Commission is seeking a Help Desk Supervisor to lead a high performing support team known for exceptional customer satisfaction and service excellence.

This role is ideal for someone who enjoys balancing team leadership, project coordination, process improvement (i.e., ITIL or Six Sigma), and hands on problem solving in a fast paced environment.

We're looking for a leader who brings structure, initiative, and forward thinking ideas to Help Desk operations-someone who can coach staff, streamline workflows, and step in to resolve complex technical challenges.

You'll oversee key support projects, drive process improvements that enhance efficiency and service quality, and provide clear status reporting that supports transparency and sound decision making.

You'll join a culture built on innovation, integrity, and continuous improvement, where teamwork runs deep and operational excellence is a shared priority.

At VWC, you'll have the opportunity to make a visible impact, contribute to meaningful public service work, and help shape how technology support is delivered across the organization.

Job Duties

The Help Desk Supervisor oversees the daily operations of the Information Systems Help Desk team and plays a critical role in ensuring high-quality technology support services are delivered throughout the agency.

This position is responsible for supervising Help Desk staff, managing operational workflows and service delivery, overseeing Help Desk-related projects, monitoring service metrics and reporting, improving processes and documentation, coordinating hardware and software support activities, and ensuring strong collaboration with internal teams and external vendors.

The position requires a balance of leadership, customer service, project management, operational oversight, and technical troubleshooting experience.

What You'll Do

• The Help Desk Supervisor oversees the daily operations of the Help Desk team and helps ensure reliable, high-quality technology support across the agency. This role supervises staff, manages workflows and escalations, supports complex troubleshooting efforts, monitors operational performance, and promotes strong customer service and communication.
• The position also leads Help Desk projects and operational improvement initiatives, including process improvement, documentation management, procurement coordination, security support efforts, and strategic planning to improve efficiency, service delivery, and overall Help Desk operations.

What Makes Someone Successful in This Role

• Successful candidates are organized, adaptable, and able to lead effectively in fast-paced environments with shifting priorities. They can successfully balance team leadership, operational oversight, project coordination, and hands-on problem solving while maintaining strong customer service and professional communication with both technical and non-technical users.
• Individuals who excel in this role are proactive, solutions-focused, and comfortable working independently while also collaborating with others. They value accountability, teamwork, process improvement, and operational efficiency, and are skilled at coaching staff, delegating responsibilities appropriately, analyzing trends, and identifying opportunities to improve Help Desk operations and service delivery.
• Additional Information
  
  • This position supervises three Help Desk Technicians.
  
  • Some travel may occasionally be required for agency-related support activities.
  
  • This position involves Continuity of Operations (COOP) and IT Disaster Recovery planning activities.
  
  • This position is a hybrid of remote and in the office work and will likely require significant time in the Richmond HQ office…