Help Desk Supervisor

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., 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 after starting. Once the Help Desk Supervisor is up to speed, more remote workdays are likely as this position will rotate workdays in the Richmond HQ office depending upon the performance and business needs of the department and team. Must pass a criminal background check.

VWC Compensation Structure

Virginia Workers’ Compensation Commission is an independent agency which allows us to have a more competitive and unique pay structure. This position is a pay grade 9 based on a 14 grade pay structure. Our positions are not classified under DHRM’s pay bands.

Telework Structure

Our agency is currently using a hybrid model for teleworking. Our positions currently are not 100% teleworking. However, we do have a liberal telework policy in place and all candidates would be expected to report to our Headquarters as requested.

Telework scheduling is at the discretion of the position’s supervisor, the Executive Director, based on the business needs of the department. Upon hire, candidates should expect to have all training and orientation conducted at the Headquarters Office, or as required.

Do you have experience in Workflow management (operations management method)?, * Experience supervising staff, leading teams, or coordinating operational workflows.

• Experience working in a Help Desk, desktop support, or customer support environment.
• Experience working in PC and Microsoft Windows environments, including analyzing, diagnosing, installing, configuring, and troubleshooting hardware, peripherals, and/or software.
• Experience in ITIL/ITSM environments for ticket management.
• Experience applying process-improvement frameworks such as the ITIL Continual Improvement Model or Six Sigma/DMAIC.
• Experience managing projects, coordinating priorities, or overseeing operational initiatives as well as collecting, organizing, and presenting performance data, including status reporting
• Experience with procurement of IT hardware/software, and inventory lifecycle management.
• Experience creating, updating, and maintaining SOPs, knowledge bases, training/user guides, and technical documentation to support consistent service delivery.
• Strong organizational, communication, and customer service skills
• Ability to analyze operational challenges, evaluate performance metrics, and develop practical solutions to improve service delivery, workflow efficiency, and SLA performance.
• Ability to learn new technologies quickly, adapt to evolving environments, and lead teams through process and service delivery improvements.
• Ability to manage competing priorities in a fast-paced environment.

Additional Considerations

• Experience in a structured help desk environment preferred
• Microsoft Certified IT Professional / CompTIA A+ or equivalent training preferred
• ITIL/ITSM including ITIL Continual Improvement Model and/or Six Sigma certification or training preferred
• Project Management-related certification and/or training strongly preferred
• IT procurement or vendor management certification(s) or training preferred

Special Instructions

Led by a Senior Leadership team consisting of three Commissioners, an Executive Director, and a Chief Deputy Commissioner. Our mission is to serve injured workers, victims of crimes, employers, and related industries by providing exceptional services, resolving disputes, and faithfully executing the duties entrusted to us by the Commonwealth of Virginia. Our vision is to lead the nation as the most effective and innovative state agency. VWC demonstrate seven core values: innovation, respect, accountability, reliability, impartiality, integrity, and effectiveness.

We are a “Virginia Values Veterans” (V3) official certified state agency that supports Veterans and Members of the Reserves and/or National Guard. If you are a Veteran or Spouse of a Veteran or Active Military Member, we urge you to respond accordingly on your state application. Virginia Workers’ Compensation Commission is an Equal Opportunity Employer, and we encourage diversity within our workforce. Virginia Workers’ Compensation Commission does not provide sponsorship for employment.

VWC has been recognized as a Top Workplace for the past several years in the Richmond Region and in the country. It is the recipient of the following awards:

• 2022 - 2026 Top USA Workplace
• 2021 - 2026 Top Workplace Richmond Region
• 2023 - 2025 Top Award for Mid-Sized Companies
• 2022 - 2023 Doers Award
• 2024 Manager’s Award
• 2025 Leadership Award, McGill