Permit Services Team Lead

Loudoun County Government has been named one of Forbes' 2025 Best Large Employers! We're proud to be recognized nationally for our commitment to employee satisfaction and excellence in public service. At Loudoun County, we bring together talented professionals from all backgrounds to make a meaningful impact in a dynamic, growing community - that's The Loudoun Difference.

Welcome and thank you for your interest in employment with Loudoun County Government!

ALL SECTIONS OF THE APPLICATION MUST BE COMPLETED IN ITS ENTIRETY. THE RESUME IS CONSIDERED SUPPLEMENTAL INFORMATION ONLY. APPLICATIONS THAT ARE INCOMPLETE OR INDICATE 'SEE RESUME' WILL NOT BE TAKEN INTO CONSIDERATION.

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Are you passionate about public service in local government? Do you thrive in a fast-paced, team-driven environment where your work directly influences the development of Loudoun County? Located in the western part of the Washington, D.C. metropolitan area, Loudoun County is a dynamic community that experienced significant growth over the past few decades with changing development environments, ranging from transit-oriented development at our new Metrorail stations, to redevelopment of existing neighborhoods, to maintaining and fostering our vibrant rural economy in the western part of the county. These factors create a fast-paced, high-energy work environment.

Loudoun County Government, named by Forbes Magazine as one of the 2025 Best Largest Employers, is comprised of County staff who dedicate their talents, education and experience to make a difference. The Department of Building and Development (DBD) prides itself on providing great customer service in an atmosphere where work-life balance and professional development are respected and encouraged.

Loudoun County, Virginia is looking for a skilled and motivated Customer Service Supervisor to join the Permits Issuance Division of DBD. The Customer Service Supervisor is responsible for managing and supervising a team of Permit Technicians with daily job functions that include multi-line, high volume call center phone operations, responses to the County's Loudoun Express online customer inquiries and DBD direct emails, front counter in-person customer service, and residential, commercial building and trade permit processing. This position is one of three customer services supervisors that work together to supervise staff in the Permit Issuance Division, providing oversight and performance planning and evaluation for Permit Technician staff, assisting the Building Permits Manager in developing administrative policies, procedures and training for customer service and permitting operations and assisting the Permit Technicians in completing daily tasks.

What You'll Do:

• Supervise, coach, and train Permit Technicians; foster a positive work environment, accountability, and continuous learning.
• Set clear goals and service standards; conduct regular check-ins, performance evaluations, and growth plans and build team cohesion and a positive, inclusive work environment.
• Oversee day-to-day customer care (phone, walk-in, and online) ensuring timely, accurate, and professional responses.
• Enforce consistent guidance on building, trade, and zoning permit processes; de-escalate complex, difficult or emergency permit situations.
• Ensure adherence to policies and procedures for permit intake, review, and issuance; recommend improvements by becoming a subject matter resource on the permit lifecycle; resolve non-standard applications and process exceptions.
• Coordinate with inter-divisional and inter-departmental partners to align overlapping processes, meet permit timelines, and remove barriers.
• Communicate clearly and diplomatically in writing and verbally with staff, applicants, County colleagues, and leadership.
• Represent the Division professionally in meetings and working groups; provide concise status, metrics, and recommendations.

What We're Looking For:

• Demonstrated supervisory skills, including managing priorities, evaluating staff performance, providing constructive feedback, and maintaining a positive work culture.
• Demonstrated ability to develop staff through training and coach performance.
• Success managing fast-paced, high-volume customer service operations; skilled at de-escalating demanding situations and serving diverse customers.
• Strength in researching and analyzing information utilizing various computer applications and data systems and proposing pragmatic solutions and improvements.
• Excellent writing and interpersonal skills; able to communicate complex procedures and requirements clearly and professionally.
• Skilled at cross-department coordination and stakeholder engagement.
• Experience in the fundamentals of residential and commercial construction, permitting and building code requirements is preferred.

Hiring salary is commensurate with experience.

High school diploma or equivalent; five (5) of related work experience related to assigned area, preferably with one (1) year of supervisory experience; or equivalent combination of education and experience.

Requires the ability to work in a fast-paced customer service environment and the ability to manage demanding customers and diffuse difficult customer interactions. Experience at a local government, or comparable work environment is highly desirable.

Employment is contingent upon successful completion criminal and credit background checks.

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Equal Employment Opportunity

Loudoun County Government prides itself on fostering a diverse and inclusive workplace that promotes employee wellness and work-life balance. As an equal opportunity employer, we consider all qualified applicants regardless of age, color, disability, gender identity, genetic information, national origin, political affiliation, race, religion, sex, sexual orientation or other non-merit factors.

Reasonable Accommodation

Applicants who wish to request a reasonable accommodation during the recruitment process should call Human Resources directly at

703-777-0213 or email Human Resources.