Help Desk Supervisor

Title

Help Desk Supervisor

Richmond Headquarters

VA Workers' Compensation Commission

General Public - G

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

Compensation Structure: pay grade 9 based on a 14 grade pay structure (not classified under DHRM's pay bands)

Hybrid model; not 100% teleworking; may require significant time in the Richmond HQ office initially; remote workdays possible after performance review

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 (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.

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.

• Supervise the daily operations of the Help Desk team and ensure reliable, high-quality technology support across the agency. Manage staff, workflows, escalations, support complex troubleshooting efforts, monitor operational performance, and promote strong customer service and communication.
• Lead 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.

• Organized, adaptable, and able to lead effectively in fast-paced environments with shifting priorities. 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.
• Proactive, solutions‑focused, and comfortable working independently while collaborating with others. Value accountability, teamwork, process improvement, and operational efficiency. Skilled at coaching staff, delegating responsibilities, analyzing trends, and identifying opportunities to improve Help Desk operations and service delivery.

• Supervises three Help Desk Technicians.
• Some travel may occasionally be required for agency‑related support activities.
• Involves Continuity of Operations (COOP) and IT Disaster Recovery planning activities.
• Hybrid of remote and in‑office work; will likely require significant time in the Richmond HQ office after starting. Once…