Computer Support Area Supervisor

Primary Function

Leads a recognized subdivision of the Information Technology department responsible for endpoint and academic technology support across assigned schools and offices. Provides daily leadership, supervision, and direction for Computer Support Technicians; oversees workload distribution; manages staffing and performance; and ensures consistent, high-quality technical support services. Performs limited technical work only for escalations, quality assurance, or training to maintain service continuity.

Minimum Qualifications

• Associates degree in computer science, electronics, or related technical field, or a technical study program from a trade school or previous employer (such as military); and three years technical experience diagnosing and resolving computer hardware and software problems and installing and maintaining personal computers and peripherals; experience dealing directly with customers; or any equivalent combination of training and experience which provides the required skills, knowledge, and abilities.
• Prior experience in a support lead, mentoring, or coordination role preferred.

Necessary and Special Qualifications

• Valid Virginia driver’s license and insurability required.
• This position requires routine travel to and from multiple York County School Division locations as part of the regular duties and responsibilities.

Knowledge, Skills and Abilities

• Knowledge of IT service operations, endpoint lifecycle management, imaging standards, security practices, and incident/problem management procedures.
• Ability to plan, assign, and direct the work of Computer Support Technicians on a daily and weekly basis.
• Ability to supervise, coach, evaluate, and document employee performance; provide corrective action; and make hiring, promotion, and discipline recommendations that are given particular weight.
• Ability to communicate effectively with IT administration, school and department leadership, staff, and vendors.
• Ability to analyze service trends, develop recommendations for improvement, and implement procedural changes.
• Ability to prepare clear technical and operational reports, documentation, and service metrics.
• Ability to grasp, hold, manipulate tools and equipment; climb a ladder while carrying twenty-five (25) pounds unassisted; and lift fifty (50) pounds unassisted.
• Visual acuity required for operating a motor vehicle and working with technology equipment.

Performance Responsibilities

• Plans, assigns, and directs the daily and weekly work of Computer Support Technicians; manages workload balancing and coverage.
• Conducts performance evaluations, coaching sessions, and corrective actions; participates in interviewing and hiring processes and makes recommendations that are given particular weight.
• Monitors ticket queues, service levels, and recurring incident trends; prepares reports and recommends improvements to processes and procedures.
• Ensures compliance with imaging standards, asset policies, security protocols, and documentation requirements.
• Serves as the primary point of contact for principals and department heads regarding service quality, priorities, and escalations.
• Oversees inventory processes, routine procurement needs, and vendor repair workflows.
• Provides limited technical assistance for complex or escalated issues; validates service restoration and ensures knowledge transfer to technicians.
• Coordinates and provides training and development for Computer Support Technicians and end users.
• Performs other duties as assigned.

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Position Type: Exempt

Reports to: Assistant Manager of Endpoint & Academic Technology Support

Terms of Employment: Twelve months a year. Salary according to School Board Pay Plan.

Evaluation: Performance on this job will be evaluated in accordance with school board policy and administrative regulations on evaluation of non-licensed personnel.

Revised: 4/27/2026