User Support Manager I

State of North Carolina

23h • Hybrid

About The Position

In partnership with stakeholders, the Information Technology Division (ITD) of the North Carolina Department of Health and Human Services (NCDHHS) provides excellence in information technology delivery to enable NCDHHS’ mission and goals. Our team ensures that NCDHHS has consistent, cost-effective, reliable, accessible, and secure technology services. and provides strong customer service to the employees supported. User Support Manager I is a member of the ITD/DPH team and reports to the ITD Director over DPH. The primary purpose of the role is to provide leadership and management of the DPH Desktop and Help Desk Support Unit Team for the Division of Public Health and to respond quickly and efficiently to the IT needs and concerns of customers. As the IT Manager overseeing the Infrastructure Desktop Support Unit, responsibilities include monitoring the trouble ticketing queue, training, guiding, and mentoring the Desktop Services team members. The manager provides IT leadership and management of the Desktop and Helpdesk Support Team for DPH and oversees all day-to-day activities for the staff. Key duties include reviewing staff allocations to determine appropriate levels, recruiting employees who meet defined competencies, and developing strategies to ensure a diverse workforce. The manager also counsels and disciplines employees to resolve problems and grievances through formal and informal procedures. Additional responsibilities involve determining project and assignment requirements by breaking them down into tasks, setting objectives, prioritizing activities, and adjusting priorities when necessary. The role requires leveraging available resources—individuals, processes, departments, and tools—to complete work efficiently, anticipating obstacles, and preparing alternate plans to ensure timely task accomplishment. Effective time management and minimizing distractions are essential. The manager ensures follow-through on activities and staff compliance with DHHS IT and DHHS policy. Planning and analysis for all DPH end-user computing issues fall under this role, along with maintaining team performance metrics through the ServiceNow Ticketing System and reporting monthly to the IT Director. The position also oversees all MDM deployments for supported employees.

Requirements

• Bachelor’s degree in computer science or an IT related field from an appropriately accredited institution and four years of progressive experience in the information technology field OR Associate degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and five years of progressive experience in the information technology field OR High School or GED and eight years of progressive experience in the information technology field OR An equivalent combination of education and experience

Nice To Haves

• Proven leadership experience in providing direction to staff, keeping projects and operations on schedule
• Prior Experience developing strategic direction, goals, plans, and policies.
• Documented working knowledge of performance and results for multiple functions including the operational processes and all technologies associated.
• Demonstrated skill in setting broad objectives for a team and owning accountability for overall results in the respective area of responsibility.
• Working experience to make independent decisions and judgement on matters of significance and problem solving of complex problems.

Responsibilities

• Provide leadership and management of the DPH Desktop and Help Desk Support Unit Team for the Division of Public Health
• Respond quickly and efficiently to the IT needs and concerns of customers
• Monitor the trouble ticketing queue
• Train, guide, and mentor the Desktop Services team members
• Oversee all day-to-day activities for the staff
• Review staff allocations to determine appropriate levels
• Recruit employees who meet defined competencies
• Develop strategies to ensure a diverse workforce
• Counsel and discipline employees to resolve problems and grievances through formal and informal procedures
• Determine project and assignment requirements by breaking them down into tasks
• Set objectives
• Prioritize activities
• Adjust priorities when necessary
• Leverage available resources—individuals, processes, departments, and tools—to complete work efficiently
• Anticipate obstacles
• Prepare alternate plans to ensure timely task accomplishment
• Ensure follow-through on activities and staff compliance with DHHS IT and DHHS policy
• Planning and analysis for all DPH end-user computing issues
• Maintain team performance metrics through the ServiceNow Ticketing System and reporting monthly to the IT Director
• Oversee all MDM deployments for supported employees

Benefits

• The State of North Carolina offers excellent comprehensive benefits.
• Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).
• Employees also receive paid vacation, sick, and community service leave.
• In addition, paid parental leave is available to eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager