Courts Technology Helpdesk Manager (Network/Telecom Analyst IV)

We are seeking a proactive and experienced help desk manager to lead and manage the day-to-day operations of our IT support team, ensuring seamless functionality and user satisfaction across our organization, specifically focusing on the technological needs of court operations. Works closely with the court IT director to maintain high-quality support standards and oversee IT service delivery within a court environment. This is a hands-on role that requires excellent leadership skills, technical expertise, and the ability to ensure timely and effective resolution of IT issues.

Focuses on ensuring reliability, continuity, and optimal performance of technology infrastructure used by the Juvenile and Domestic Relations Court (JDRC), General District Court, Circuit Court, Office of the Sheriff, Commonwealth Attorney's Office, and other assigned entities within the County Courthouse complex. The role involves supervising IT professionals, technical staff, and contractors across several disciplines including server management, storage systems, PaaS/IaaS platforms, desktop support, mobile integration, infrastructure application management, helpdesk operations, and MFD fleet management.

Serves as a subject matter expert (SME) and senior IT engineer, overseeing system administration duties while advising customers on technology requirements and courtroom solutions. This position is critical in ensuring IT reliability for court operations, compliance with security standards, and successful coordination of technology resources across internal and external systems. Must be available 24/7 to support system implementations, emergency operations, and court-related events.

The role also includes managing projects, planning infrastructure improvements, supervising staff, addressing IT desk issues, responding to system emergencies, ensuring adherence to policies and procedures, and staying current with industry trends and innovations. This is a challenging position that requires strong technical knowledge, managerial capabilities, and adaptability to the unique needs of a Courthouse environment.

In addition to overseeing the Courts Helpdesk operations, the manager may also serve in a matrixed leadership capacity, providing guidance, mentorship, and operational oversight to help desk personnel across other departments or business units. This includes coordinating enterprise-level support efforts, standardizing service delivery practices, and ensuring consistent user experience across all supported platforms.

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Possession of an associate's degree in computer science, electrical engineering, electronics, or a related field; plus five years' network and/or telecommunications experience; or a bachelor's degree in such fields; plus three years' experience in network or telecommunications system design, analysis, installation, and troubleshooting, including some supervisory experience.

NECESSARY SPECIAL REQUIREMENTS:
The appointee is required to complete a criminal background check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• Experience in managing a helpdesk team in a mission critical environment.
• Seven years of hands-on experience in diagnosing, troubleshooting, and resolving hardware and software issues across diverse systems and platforms.
• Certification from a recognized Audio/Video organization or institution.
• Familiar with integration of professional audio/video systems, mobile devices and wireless technology, court and legal applications.
• 5 years of project management and support skills with a demonstrated ability to plan, schedule, coordinate and manage large scale and special projects; ability to manage multiple assignments simultaneously.
• Experience and knowledge of courthouse environment, procedures, and integration of technology in a legal environment.
• Excellent oral and written communications skills and demonstrated ability to work in a team-oriented environment.