CO - P4254 - End User Support Supervisor

The End User Device Supervisor is responsible for managing and securing all end-user technology assets across the organization, including PCs, mobile devices, phones, managed printers, and audio-visual hardware. Directs program operations and ensures alignment with agency-wide IT governance. This role combines strategic oversight with hands-on technical execution, including direct involvement in complex deployments, troubleshooting, and configuration tasks. In addition to operational duties, this role provides program-level oversight of the agency’s end-user device management strategy, including lifecycle planning, security baselines, and cost optimization. The supervisor develops and enforces policies aligned with VITA and DEQ standards, ensures compliance with state IT regulations, and leads strategic initiatives to improve service delivery and reduce risk. This position supervises technical staff, manages vendor relationships, and makes decisions regarding resource allocation, risk mitigation, and compliance enforcement. Outcomes are measured by service quality, and adherence to security standards.

Please note this position follows a hybrid work schedule to include both in-office and telework. Candidates must be able to work from the assigned work location in Virginia.

Leadership & Management

• Develop and maintain agency-wide device management program, including lifecycle planning, security compliance, and cost control.

• Establish and enforce standards for device configuration, patching, and inventory management in alignment with VITA and DEQ policies.

• Direct and supervise technical staff, providing leadership, mentoring, and guidance to ensure program objectives are met.

• Participate in budget planning and manage vendor relationships for end-user device procurement and maintenance.

• Independently make decisions regarding risk mitigation, resource allocation, and policy enforcement.

Device Setup, Software Deployment, Security, and Peripheral Support

• Perform advanced SCCM deployments, scripting, and troubleshooting for escalated issues as needed.

• Create and maintain SCCM collections, task sequences, and deployment packages for software and OS imaging.

• Implement security baselines, vulnerability remediation, and patch management strategies in compliance with VITA standards.

• Configure and support mobile devices, printers, and audio-visual hardware across multiple locations.

• Pilot new SCCM deployment strategies and security configurations prior to production rollout.

Asset Tracking & Lifecycle

• Manage the full lifecycle of end-user technology assets, including procurement, deployment, recovery, and decommissioning.

• Maintain accurate asset records in ServiceNow and ensure audit readiness through regular inventory audits.

• Reconcile discrepancies across geographically dispersed locations and validate readiness before production rollout.

• Develop refresh planning strategies and optimize costs for end-user devices.

Collaboration & Service Delivery

• Collaborate with other IT managers and divisions to align device management strategies with organizational goals.

• Work closely with Help Desk and facilities teams to ensure timely resolution of escalated issues and AV readiness for meetings and events.

• Monitor and report on key performance indicators such as compliance rates, asset utilization, refresh cycle efficiency, and cost savings.

• Identify opportunities for process improvement to enhance efficiency and customer satisfaction.

• Provide operational support for special projects and agency-wide initiatives.

• Minimum 3–5 years of experience in IT operations with demonstrated supervisory or team lead responsibilities.
• Proven ability to manage budgets, negotiate with vendors, and oversee procurement processes for IT hardware/software.
• Hands-on experience with Microsoft SCCM for creating task sequences, deployment packages, and troubleshooting complex issues.
• Strong PowerShell scripting skills for automation of device configuration, patching, and reporting.
• Practical experience with Windows OS imaging, device staging, and refresh cycles.
• Experience managing mobile devices (iOS and Android) and enterprise-level printer and AV hardware support.
• Experience managing full lifecycle of IT assets, including procurement, deployment, recovery, and decommissioning.

• Experience in managing IT programs with measurable operational impact.

• Proficiency in maintaining accurate asset records using platforms such as ServiceNow and ensuring audit readiness.
• Demonstrated ability to work collaboratively across IT divisions and with external vendors.
• Strong communication skills for stakeholder engagement and service delivery excellence.

Additional Considerations:

• Bachelor’s degree or equivalent training in Computer Science, Information Systems, or related field.
• Microsoft Certified: Endpoint Administrator Associate or similar industry certifications.
• Experience implementing compliance standards and security baselines in a government or enterprise environment.
• Background in managing geographically dispersed assets and coordinating multi-location deployments.