User Support Manager I - EHRA

Agency

Department of Information Technology

Division

DIT Public Safety

Job Classification Title

IT Director I (S)

Position Number

60056154

Grade

DT12

About Us

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet.

Description of Work

Salary Range: $81,504 - $122,256

The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act.

This position may be eligible for hybrid remote work in accordance with state policy and the agency’s remote work program but does require weekly onsite work.

Take the next step in your tech career.

We’re hiring a User Support Manager I to guide support teams, improve service delivery, and shape the user experience.

The primary purpose of this position is to manage and oversee user support operations that deliver exceptional customer service and ensure compliance with ITIL and ITSM frameworks for both the Department of Adult Correction and the Department of Public Safety. This role is responsible for directing first- and second-level support teams, optimizing workflows, and driving continual service improvements to meet organizational goals.

Key Responsibilities:

• Ensure timely resolution of incidents and service requests to maintain high service quality and customer satisfaction
• Promote standardized processes and implement best practices to improve consistency and efficiency across support operations
• Develop and monitor performance metrics to drive continual improvement and elevate service delivery
• Integrate support functions across the broader IT environment and foster cross‑team collaboration to ensure service continuity and operational excellence

About the Division:

This position currently is employed by the Department of Information Technology but serves the Department of Adult Correction (DAC) which is one of the largest state agencies with more than 19,000 employees. It is responsible for safeguarding and preserving the lives and property of its citizens through prevention, protection, and preparation as well as the care, custody, and supervision of all adults sentenced after conviction for violating North Carolina laws. This department includes State Prisons with custody, healthcare, and facility operations staff as well as the division of Community Supervision. Other divisions include Administration, Compliance & Accreditation, Comprehensive Health Services, Internal Affairs & Intelligence Operations, Post-Release Supervision & Parole Commission, and Rehabilitation & Reentry.

Knowledge Skills and Abilities/Management Preferences

The following Management Preferences are not required, but applicants that possess these skills are preferred:

• Experience leading service desk/ops teams where Incident, Request, Problem, and Change are fully run in ServiceNow
• Experience as a Product Owner or Admin partnering with platform teams to manage updates, integrations, and request/case taxonomy
• ITIL 4 Managing Professional Certification (or Foundation as a minimum)

Discover why NCDIT is the ideal destination for your professional growth - Why Work for NCDIT

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

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

EEO Statement

T he State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:

Yori K Lucien

Recruiter Email:

dit_hr_recruitment@nc.gov