IT Support Manager (Network/Telecom Analyst III)

Are you a seasoned IT Support Manager with leadership skills, looking to make a significant impact in a dynamic public service environment?

Works within the department leading our end-user support and IT administration team and located within the DPWES director’s office. Reporting to the IT program director, this role is pivotal in advancing our IT support services for over 500 users and related applications across various business units, including Capital Facilities, Stormwater Management, and Solid Waste Management. Our IT Support Manager will have a can-do attitude, always be on the lookout for continuous improvement opportunities and won’t be afraid to roll up their sleeves. DPWES is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Key Responsibilities:

• End User Support Management: Oversee the DPWES IT support service desk, ensure timely resolution of tickets, promote the use of the ticketing platform, provide hands-on ticket resolution support when necessary, and maintain and enhance IT Intranet Support website.
• IT Asset Management: Manage the entire lifecycle of IT assets, including tracking and quality assurance of computer and software inventories. Develop hardware replacement forecasts and budgets, manage software license renewals, define and execute deployment plans, and build and maintain relationships with vendors.
• Security Management: Serve as the primary DPWES Agency Information Security Coordinator (AISC) and liaison to the County’s Department of Information Technology. Ensure compliance and alignment with County security policies by addressing security issues, establishing operating procedures, and providing guidance on IT security matters.
• IT Support Operations: Diagnose IT support processes in collaboration with IT staff and customers to define and implement standardized operating procedures aimed at improving service quality, communication and efficiency.
• IT Solution Development: Lead the research and evaluation of hardware and software technologies and mobile device services to propose solution recommendations and ensure successful service implementation.
• IT Administration: Oversee IT service delivery for specific systems by managing relationships and responsibilities with DIT, vendors, and customers to coordinate support services, maintain system health and integrity, manage system upgrades and changes, and effectively resolve issues.
• Leadership and Supervision: Lead the DPWES IT support team by setting objectives and work schedules, ensuring cross-training, and fostering effective collaboration with customers and the Department of Information Technology (DIT). Serve as the primary liaison between DPWES and DIT.
• Must have proven hands-on technical experience with Microsoft Windows 10/11 image management, Android and iOS platforms, Active Directory Group administration, SharePoint, and helpdesk services management to effectively lead and mentor the IT support team.

DPWES is a diverse, nationally accredited and award-winning public works agency with approximately 1,000 employees providing solid waste, capital facility development, wastewater, stormwater, urban forestry, and land acquisition management services for the most populous county in Virginia. Join our team to help us protect the environment and serve the people of Fairfax County by creating and preserving a sustainable community that is an ideal place to live, work and play for everyone.

Fairfax County Government is committed to our employees, and offers comprehensive benefits, including a defined-benefit retirement plan; medical, life and disability insurance; paid leave; tuition reimbursement; and reasonable accommodations for individuals with disabilities. Through our LiveWell Program and the county Benefits Division, we strive to cultivate a culture of wellbeing that empowers, educates and engages employees and retirees to make life-long choices that promote a holistic approach to their physical, mental, emotional, social, spiritual and financial wellness. Please review our awesome benefits:

• Benefits
• Retirement

Note: The value of the county’s benefits, which are free to the employees, is 50% above the advertised salary for this position.MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Possession of an associate's degree in computer science, electrical engineering, electronics, or a related field; plus four years' network and/or telecommunications experience; or a bachelor's degree in such fields; plus two years of experience in network or telecommunications system design, analysis, installation, and troubleshooting.

CERTIFICATES AND LICENSES REQUIRED:
Valid driver's license.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check and driving record check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant certifications such as CompTIA A , ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
• At least 5-7 years of demonstrated experience in leading and supervising an IT end-user support team in a Windows environment, preferably in public service.
• Proven hands-on experience with Window 10/11, Office 365, and Active Directory end-user support
• Proven hands-on experience with Android and iOS technologies.
• Strong knowledge of lifecycle IT asset management and security management principles.
• Proven success in diagnosing, optimizing, and standardizing customer and IT support processes, tools, platforms, and services to enhance operations and customer service.
• Experience in researching and developing hardware, software, and mobile-based solutions to introduce or enhance IT service offerings.
• Excellent communication skills and the ability to build and maintain effective relationships with various stakeholders.

PHYSICAL REQUIREMENTS:
Ability to lift up to 20 lbs. Job is generally sedentary Ability to use keyboard-driven equipment. Ability to operate a personal computer and conduct field review. All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE:
Panel interview and may include exercise.

The population of Fairfax County is very diverse where 38.7% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others) and we encourage candidates bilingual in English and a foreign language to apply to this opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.  
 
Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov EEO/AA/TTY.

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Salary : $85,318 - $142,198