User Support Manager - EHRA

Position: User Support Manager I - EHRA
## User Support Manager I - EHRAApplyremote type:
Hybrid locations:
Wake County, NCtime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
June 13, 2026 (4 days left to apply) job requisition :
JR-117512
** Agency
* * Department of Information Technology
** Division
* * DIT Public Safety
** Job Classification Title
** User Support Manager I (NS)
** Position Number
**** Grade
* * DT09
* * 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
** Job Description Summary  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 Service Now
* 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

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