Lead Administrative Desktop Support

Posting Details

Posting Details

Working Title Lead Administrative Desktop Support Position Number 01475A Department CLIENT SERVICES Location Norfolk, VA Type of Position Classified Type of Job Full Time EEO Category B Professionals Job Description

Supervise and lead desktop support operations by managing a team of technical staff and providing hands-on technical leadership for university-managed IT services, including networked and standalone workstations, laptops, mobile devices, virtual desktops, cloud services, printers, and client- and server-side applications. Oversee incident management within your department, VIP and executive escalations, asset and inventory control, and cross-functional IT projects, ensuring timely resolution and minimal disruption to operations. Deliver exceptional technical and customer service to faculty and staff by building trusted relationships, maintaining thorough documentation, consistently following through on commitments, driving continuous learning within the team, and achieving reliable service-level and operational performance metrics.

Type of Recruitment Knowledge, skills and abilities

• Ability to deliver professional, customer‑oriented technical support within user‑facing environments and departmental settings.
• Working knowledge of serving in a lead or supervisory capacity, including providing guidance to team members, supporting task coordination, and contributing to effective and consistent team operations.
• Working knowledge supporting desktop and mobile operating systems (Windows, macOS, Linux, iOS, and Android), endpoint hardware, peripherals, security tools, and basic networking connectivity (wired, wireless, and remote access.
• Considerable knowledge of performing or supporting software installations, upgrades, and configurations in accordance with established standards, including coordination with users and technical teams to minimize service disruption.
• Considerable knowledge of ticketing and ITIL‑aligned service management systems to document work, manage workload distribution, prioritize requests
• Strong ability to manage multiple priorities, meeting deadlines, and communicating clearly and professionally with customers, technical staff, management, and cross‑functional partners.
• Awareness of IT security principles, compliance requirements, and risk considerations, including following security policies, handling systems responsibly, and escalating potential concerns appropriately.
• Some knowledge of supporting or coordinating projects by completing assigned tasks, following project plans and timelines, communicating status updates, and contributing to successful delivery of project objectives.

Special licenses, registration or certification

None

Education or training

None

Level and type of experience

• Working experience providing advanced technical support and serving as an escalation point for complex or high‑impact issues, including coordinating resolution efforts, guiding troubleshooting approaches, and ensuring timely and effective issue resolution across teams.
• Considerable experience leading and supervising technical teams, including directing daily operations, mentoring staff, coordinating workloads, and ensuring consistent, high‑quality service delivery aligned with organizational standards.
• Considerable hands‑on experience supporting and troubleshooting desktop and mobile operating systems (Windows, macOS, Linux, iOS, and Android), endpoint hardware, peripherals, security tools, and network connectivity across wired, wireless, and remote access environments, serving as a technical escalation resource.
• Considerable experience leading complex software deployments, upgrades, and configurations, ensuring alignment with standards and operational requirements.
• Considerable experience utilizing ticketing and ITIL‑ to manage workload distribution, prioritize requests, oversee escalations, track service performance, and support data‑driven service improvements.
• Working experience balancing advanced technical responsibilities, escalation support, mentorship through expertise, and participation in service or project initiatives.
• Considerable experience applying IT security principles, compliance requirements, and risk management practices, including enforcing policies, identifying potential risks, and collaborating with security teams to address concerns.
• Considerable experience leading and coordinating technical projects while developing, maintaining, and governing supporting documentation, including project plans, procedures, and knowledge base resources.
• Working experience supporting the tracking, management, and lifecycle coordination of IT assets, including maintaining inventory records, assisting with asset deployment and recovery, supporting audits, and following established asset management procedures.

Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification)

None

Conditions of Employment

This position is in person and will be located on the main campus. This position also has a 40-hour work week Monday-Friday; Some evenings and weekends; rotating on call.

Annual Salary/Hourly Rate Salary commensurate with education and experience

Posting Detail Information

Job Requisition Number S03339 Job Open To ODU Employees Only Open Date 06/22/2026 Close Date 06/26/2026 Open Until Filled No Special Instructions Summary

Please submit a resume with completed application.

Criminal Background Check The final candidate is required to complete a criminal history check. College Home Page Department Home Page Equity Statement

It is the policy of Old Dominion University to provide equal employment, educational and social opportunities for all persons, without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, religion, sex or gender (including pregnancy, childbirth, or related medical conditions), national origin, gender identity or expression, age, veteran status, disability, political affiliation, sexual orientation or genetic information. Individuals from minoritized communities, women, veterans and individuals with disabilities are encouraged to apply.

Reasonable Accommodation Request

If you are an individual with a disability and require reasonable accommodation, please contact the Division of Talent Management and Culture at (757)683-3141.

Alternative Hiring Process

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process.

To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter.

To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155.

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or consistent with contractor's legal duty to furnish information.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• Are you a current ODU employee?
• Yes
• No

Applicant Documents

Required Documents

• Resume

Optional Documents

• Yellow Layoff Form
• Blue Layoff Card
• AHP Letter
• Standard Form 50 (SF-50)