User Support Manager

Position: User Support Manager I
** Agency
* * Dept of Health and Human Services
** Division
* * SEC OFFICE - INFO TECH
** Job Classification Title
** User Support Manager I (NS)
** Position Number
**** Grade
* * DT09

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.
** Description of Work
** 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 Service Now Ticketing System and reporting monthly to the IT Director. The position also oversees all MDM deployments for supported employees.
** Knowledge

Skills and Abilities

/Management Preferences**## ##
** Salary Grade Range: $81,504 .00 - $122,256 .00**##
** Recruitment Range: $81,504 .00 – $
*** Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.
** The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:
** 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.##
*** The Posting Will Close At 11:59 P.M. The Night Before The End Date***##
*** This Position Is Funded In Part Through Federal…