Help Desk Program Manager
Apply NowCompany: City of Alexandria, VA
Location: Alexandria, VA 22304
Description:
Salary : $65,852.54 - $115,884.86 Annually
Location : Alexandria, VA
Job Type: Full-Time
Remote Employment: Flexible/Hybrid
Job Number: 2025-00346
Department: Information Technology Services
Division: CUSTOMER SERVIC
Opening Date: 04/15/2025
Closing Date: 4/25/2025 11:59 PM Eastern
Bargaining Unit: N/A
Help Desk Program Manager
About the Department:
The Information Technology Services Department is responsible for enterprise technology operations for the City of Alexandria. ITS provides technology services and solutions to City departments to enhance service delivery. ITS aligns its work with City needs by providing leadership, resources, expertise, and products that enable departments to better serve the City's residents, businesses, and visitors. ITS resources support initiatives funded through the multi-year Information Technology Capital Improvement Plan (IT/CIP) to improve the overall technology landscape. The City of Alexandria's ITS Department has been a Top Ten National Finalist in the Digital Cities Award program for over the past 19 years.
An Overview
The Department of Information Technology Services (ITS) seeks a Help Desk Program Manager to lead and supervise technical support staff. This role involves modifying, maintaining, and managing computer system software and hardware, requiring strong technical expertise to resolve operating system and hardware issues. The manager will oversee technicians, software upgrades, and hardware replacements using industry best practices to ensure an optimally provisioned City workforce environment. The position reports to the Technical Program Manager for Operations and the Service Desk.
What You Should Bring
Our ideal candidate will possess a deep understanding of local area networks, operating systems, project management, and software and hardware configurations, including their capabilities and limitations. They should demonstrate expertise in computer systems, software and hardware best practices. The candidate must show proven ability to recruit and lead technical staff, provide technical guidance, and foster effective relationships within a diverse community. Additionally, they should have experience modifying and maintaining hardware and software systems, as well as interpreting technical literature and communicating it clearly in non-technical terms.
The Opportunity - Examples of Duties
Minimum & Additional Requirements
Two Year College Degree; Considerable experience in working with complex computer systems in a LAN environment; and one-year supervisory experience.
Preferred Qualifications
We are proud to welcome you to explore the City of Alexandria's excellent benefits and programs!
The benefits referenced on this site, may be changed from time to time without notice. Also, temporary and some part-time positions are not eligible for these benefits. For further information, please contact the Benefits Division of the Department of Human Resources at 703.746.3785 or email
01
I understand that failure to thoroughly and accurately complete the "Education" and "Work Experience" sections on my application and the "Supplemental Questionnaire" will result in my application being rejected.
02
Do you have a two-year college degree (or equivalent) in Computer Science or related field?
03
Do you have at least three (5) years of experience in working with complex computer systems in a hybrid SaaS / LAN environment?
04
Do you have at least two (2) years of supervisory experience in a Help Desk environment?
05
If you answered "No" to questions 2, 3 or 4, do you possess the required knowledge, skills and abilities to perform the duties of this position? If you answered "Yes" to all three questions, please answer "Yes."
06
Do you possess at least one (1) year of Asset Management experience including inventory tracking of new, and disposal of existing, computer equipment and software?
07
Do you possess at least three (3) years of experience providing technical support with progressive levels of responsibility within the same organization within the last six (6) years?
08
Do you possess at least three (3) years of experience supervising technical staff, or acting as a lead technician overseeing the implementation of IT projects?
09
Do you possess at least three (3) years of experience supervising technical staff or acting as a lead/supervising technician implementing IT projects?
10
Do you have advanced support experience in Microsoft Windows Operating Systems, including Windows 11 and deployment tools?
11
Do you have advanced support experience in Microsoft Active Directory?
12
Do you have advanced support experience in Microsoft Office Applications and M365?
13
Do you have advanced support experience in Microsoft Power BI?
14
Do you have advanced support experience in Microsoft System Center Configuration Manager (SCCM) or related end-point management tools?
15
Do you have advanced support experience in Zscaler Secure Remote Access VPN or Zscaler Private Access (ZPA)?
16
Do you have advanced support experience in Cherwell CSM / Ivanti Neurons or similar SaaS IT service management systems (described in question six)?
17
From question five, please describe your experience with end-point management tools (if other than SCCM) or ITSM tools (if other than Service Now). Otherwise, please put "N/A."
18
Do you possess ITIL v3 or v4 Foundation certification?
19
Are you available to work overtime and weekends as needed?
Required Question
Location : Alexandria, VA
Job Type: Full-Time
Remote Employment: Flexible/Hybrid
Job Number: 2025-00346
Department: Information Technology Services
Division: CUSTOMER SERVIC
Opening Date: 04/15/2025
Closing Date: 4/25/2025 11:59 PM Eastern
Bargaining Unit: N/A
Help Desk Program Manager
About the Department:
The Information Technology Services Department is responsible for enterprise technology operations for the City of Alexandria. ITS provides technology services and solutions to City departments to enhance service delivery. ITS aligns its work with City needs by providing leadership, resources, expertise, and products that enable departments to better serve the City's residents, businesses, and visitors. ITS resources support initiatives funded through the multi-year Information Technology Capital Improvement Plan (IT/CIP) to improve the overall technology landscape. The City of Alexandria's ITS Department has been a Top Ten National Finalist in the Digital Cities Award program for over the past 19 years.
An Overview
The Department of Information Technology Services (ITS) seeks a Help Desk Program Manager to lead and supervise technical support staff. This role involves modifying, maintaining, and managing computer system software and hardware, requiring strong technical expertise to resolve operating system and hardware issues. The manager will oversee technicians, software upgrades, and hardware replacements using industry best practices to ensure an optimally provisioned City workforce environment. The position reports to the Technical Program Manager for Operations and the Service Desk.
What You Should Bring
Our ideal candidate will possess a deep understanding of local area networks, operating systems, project management, and software and hardware configurations, including their capabilities and limitations. They should demonstrate expertise in computer systems, software and hardware best practices. The candidate must show proven ability to recruit and lead technical staff, provide technical guidance, and foster effective relationships within a diverse community. Additionally, they should have experience modifying and maintaining hardware and software systems, as well as interpreting technical literature and communicating it clearly in non-technical terms.
The Opportunity - Examples of Duties
- This position leads and mentors the Help Desk team to align with the department's mission and strategic goals.
- Monitors and reports on performance metrics, recommending and implementing process improvements based on ITIL frameworks and industry best practices.
- Ensures timely, accurate, and efficient support for City staff in endpoint management, application support, and end-user technologies, adhering to ITS policies.
- Manages endpoint management tools and the ITSM incident request system to optimize enterprise computing environments. This includes ITSM system modifications, upgrades, and replacement.
- Oversees procurement, deployment, and maintenance of enterprise endpoint solutions, ensuring compliance with cybersecurity standards.
- Manages IT asset management processes to ensure hardware and software compliance and accurate inventory tracking.
- Evaluates, tests, and proposes software and hardware changes to meet current and future ITS requirements.
- Coordinates software upgrades and new releases across departments using deployment tools, maintaining an up-to-date software and hardware inventory.
- Acts as an escalation point for external help desks and City departments on technical projects and procedural issues.
- Promotes Help Desk services through a dynamic presence and communicates critical updates to IT stakeholders.
- Maintains advanced technical expertise and researches emerging technologies and practices to inform strategic ITS planning.
- Acts as a lead IT support liaison for supported City departments and VIPs, including the City Council, the City Manager, the Emergency Operations Center and other critical operational programs.
Minimum & Additional Requirements
Two Year College Degree; Considerable experience in working with complex computer systems in a LAN environment; and one-year supervisory experience.
Preferred Qualifications
- One (1) year of Asset Management experience that includes the inventory of new and disposal of existing computer equipment. Three (3) years of technical support with a progressive level of responsibility within the same organization within the last six (6) years.
- Three (3) years of supervising technical staff or acting as a lead technician overseeing the implementation of IT projects.
- Advanced support experience in the following technologies: Microsoft Windows operating systems, Microsoft Active Directory, Microsoft Office and Office 365, System Center Configuration Manager or a related end-point management tool, and a Cherwell/Ivanti or similar IT service management system.
- In-depth knowledge of Information Technology Infrastructure Library (ITIL), with a focus on concepts such as knowledge base management and service catalog.
- Ability to work overtime and weekends. Valid driver's license.
We are proud to welcome you to explore the City of Alexandria's excellent benefits and programs!
The benefits referenced on this site, may be changed from time to time without notice. Also, temporary and some part-time positions are not eligible for these benefits. For further information, please contact the Benefits Division of the Department of Human Resources at 703.746.3785 or email
01
I understand that failure to thoroughly and accurately complete the "Education" and "Work Experience" sections on my application and the "Supplemental Questionnaire" will result in my application being rejected.
- Yes
- No
02
Do you have a two-year college degree (or equivalent) in Computer Science or related field?
- Yes
- No
03
Do you have at least three (5) years of experience in working with complex computer systems in a hybrid SaaS / LAN environment?
- Yes
- No
04
Do you have at least two (2) years of supervisory experience in a Help Desk environment?
- Yes
- No
05
If you answered "No" to questions 2, 3 or 4, do you possess the required knowledge, skills and abilities to perform the duties of this position? If you answered "Yes" to all three questions, please answer "Yes."
- Yes
- No
06
Do you possess at least one (1) year of Asset Management experience including inventory tracking of new, and disposal of existing, computer equipment and software?
- Yes
- No
07
Do you possess at least three (3) years of experience providing technical support with progressive levels of responsibility within the same organization within the last six (6) years?
- Yes
- No
08
Do you possess at least three (3) years of experience supervising technical staff, or acting as a lead technician overseeing the implementation of IT projects?
- Yes
- No
09
Do you possess at least three (3) years of experience supervising technical staff or acting as a lead/supervising technician implementing IT projects?
- Yes
- No
10
Do you have advanced support experience in Microsoft Windows Operating Systems, including Windows 11 and deployment tools?
- Yes
- No
11
Do you have advanced support experience in Microsoft Active Directory?
- Yes
- No
12
Do you have advanced support experience in Microsoft Office Applications and M365?
- Yes
- No
13
Do you have advanced support experience in Microsoft Power BI?
- Yes
- No
14
Do you have advanced support experience in Microsoft System Center Configuration Manager (SCCM) or related end-point management tools?
- Yes
- No
15
Do you have advanced support experience in Zscaler Secure Remote Access VPN or Zscaler Private Access (ZPA)?
- Yes
- No
16
Do you have advanced support experience in Cherwell CSM / Ivanti Neurons or similar SaaS IT service management systems (described in question six)?
- Yes
- No
17
From question five, please describe your experience with end-point management tools (if other than SCCM) or ITSM tools (if other than Service Now). Otherwise, please put "N/A."
18
Do you possess ITIL v3 or v4 Foundation certification?
- Yes
- No
19
Are you available to work overtime and weekends as needed?
- Yes
- No
Required Question