Customer and Support Services Manager - Department of Public Works (DPW)

Job Description

Job Description

Customer & Support Services Manager - Department of Public Works (DPW)

Falls Church, VA

Full-Time

$75,000 - $95,000

(Onsite)

Closing Date: September 3, 2026

The Department of Public Works (DPW) is recruiting for a full-time Customer & Support Services Manager who will report to the DPW Deputy Director for Operations. The individual selected for this permanent position will be self-motivated, possess excellent organizational and people skills, and enjoy working effectively in an operations-focused team environment.

The Department of Public Works is a community partner in shaping a livable, green, and prospering City of Falls Church. We plan, build, operate, and maintain transportation systems and infrastructure that improve mobility and provide people and businesses with core public services.

The City of Falls Church is an independent city six miles from the nation's capital. It is small in area (2.2 square miles) and population (about 16,000 residents). The City is known for its urban village community, quality customer service, nationally ranked school system, environmental activism, and endless community activities.

Duties and Responsibilities:

• Perform critical administrative and paraprofessional work in support of DPW Operations staff;
• Assist with management of DPW budget, including reviewing and processing invoices; monitoring and processing purchase orders; running and analyzing reports; working with contracts; and advising management;
• Collaborate with Human Resources to maintain confidential personnel files and support management and staff with tracking recruitment, evaluations, disciplinary actions, and records;
• Fulfill central customer service role for City residents and businesses (phone, email, and in person);
• Manage work order system and partner with staff across the City to efficiently track and complete infrastructure work;
• Coordinate meetings and DPW events;
• Prepare detailed DPW Operations payroll entries with accuracy and attention to detail;
• Position is considered essential and will require work during some emergency events.
• Perform other assigned tasks as required.

Essential Knowledge, Skills and Abilities:

The ideal candidate will possess demonstrated experience within customer service or support operations, including roles such as Customer Service Manager, Support Manager, or other senior-level support positions. Exceptional verbal and written communication skills are required, with the ability to effectively engage with customers, internal stakeholders, and executive leadership. The candidate should also demonstrate technical proficiency with Customer Relationship Management (CRM) platforms, including but not limited to budget tracking software, timekeeping software, along with a solid understanding of troubleshooting methodologies and support workflows. Additionally, strong analytical and problem-solving skills are essential, including the ability to interpret data, identify trends, and implement data-driven solutions to enhance service delivery and operational efficiency.

Minimum and Additional Requirements:

Required:

• Graduation from high school including or supplemented by courses in general business or office technology and experience in clerical and office work;
• Ability to work independently, exercise good judgement, and manage confidential and sensitive personnel matters;
• Strong customer service skills and ability to communicate and deal with the public in a professional, empathetic, and positive manner;
• Ability to handle multiple tasks and priorities simultaneously, effectively, and efficiently;
• Excellent organizational, clerical, math, accounts and computer skills (MS Office Suite, including Excel).

Preferred:

• Ten years of administrative experience, preferably with increasing responsibility in a municipal setting;
• 1-2 years of contract administration experience;
• Familiarity with Tyler Technologies EERP (MUNIS) software;
• Familiarity with construction site procedures and practices. 

Hours:  This is a full-time position, Monday through Friday from 7:00 a.m. to 3:30 p.m. Situational Telework may be allowed after probationary period. Position is considered essential and will require work during emergency events.

Salary & Benefits: The hiring range for this role is $75,000 - $95,000, depending on qualifications. The City offers a comprehensive benefits package including health insurance, dental insurance, pension plan, deferred compensation plan, flexible spending account, life and long-term disability insurance, paid holidays, vacation and sick leave, free parking, credit union membership, and more. See for additional information.

To Apply: This position closes  September 3, 2026. Applications received prior to the deadline will receive priority consideration. Complete the application on ExactHire at and upload your cover letter and resume. For questions please contact the City of Falls Church, Human Resources: 300 Park Ave., Suite 200W, Falls Church, VA 22046 or email View email address on us.fitly.work.

Our Commitment to an Inclusive Workplace:  The City of Falls Church is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the federal, state and/or local laws or regulations. Accommodations may be requested for applicants with disabilities. To request a reasonable accommodation, please contact the Human Resources Department at View email address on us.fitly.work or View phone number on us.fitly.work. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

All City facilities are smoke free.