Lead Administrative Desktop Support

Title: Lead Administrative Desktop Support

Agency: VP DIGITAL TRANSFORMATION & TECHNOLOGY

Location: Norfolk, VA

FLSA: Exempt

Hiring Range:

Full Time or Part Time: Full Time

Additional Detail

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.

Minimum Qualifications:

• 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.

Additional Considerations: