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

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest most complex agencies in the state and has approximately 17000 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 resourcesindividuals processes departments and toolsto 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.

Knowledge Skills and Abilities/Management Preferences

Salary Grade Range: $81504 .00 - $122256 .00

Recruitment Range: $81504 .00 $117701.00

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 Funds

This Role Is Eligible To Be Hybrid And Requires Onsite Reporting Located Within Raleigh NC

Internal Posting- This Is An Internal Posting Open Only For Current North Carolina State Government Employees And Eligible RIF Candidates From North Carolina State Government or Current Temporary Employees.

About the NCDHHS Information Technology Division

In collaboration with our partners the North Carolina Department of Health and Human Services (DHHS) protects the health and safety of all North Carolinians and provides essential health and human services. The IT division (ITD) is one of the divisions that report to the Operational Excellence portfolio. The ITD division comprises four sections: Implementation and Operations Strategy and Workforce Enterprise Technology and Vendor and Finance. ITD offers the following services but not limited to implementations operations project/portfolio management infrastructure consulting business division liaison digital transformation IT strategy enterprise technology IT contract and vendor management and data office services.

Compensation and 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 addition paid parental leave is available to eligible employees. Visit website forState Benefits.

Supplemental Contact Information

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employerthat embraces an Employment First philosophy which consists of complying with all federallaws state laws and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications internal equity and budgetary considerations pertinent to the advertised position.

In accordance with the Governors Executive Order 303 our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.

Application Process

Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application.

• Information should be provided in the appropriate areas to include the following: Education including high school and all degrees obtained Work Experience and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.

• Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions you must provide supporting information within the Work Experience section of the application to support your answers.

• Applications must be submitted by 11:59 PM the day before the closing date.

• Applicantsmaybe subject to a criminal background check. All candidates selected for positions considered Positions of Trustwill besubject to a criminal background check.

• Due to the volume of applications received we are unable to provide information regarding the status of your application over the phone. To check the status of your application please log in to your account. Upon the closing date applications are Under Review and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.

• Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.

• For a list of organizations that perform this specialized service please visit the NACES membership website at Credit Verification

  Degrees must be received from appropriately accredited institutions. Transcripts degree evaluations and cover letters may be uploaded with your application.

  Veterans and National Guard Preference

  • Applicants seeking Veterans Preference must attach aDD-214 Member-4 Form(Certificate of Release or Discharge from Active Duty) to their applications.

  • Applicants seeking National Guard Preference must attach an NGB 23A (RPAS) along with the state application if they are a current member of the NC National Guard in good standing.

  • Applicants who are former members of either the NC Army National Guard or the NC Air National Guard with honorable discharge and six years of creditable service must attach a copy of the DD 256 or NGB 22 along with the state application.

  ADA Accommodations

  Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA) DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment DHHS will ensure that people with disabilities or known limitations covered by the PWFA are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process please contact the person indicated below.

  CONTACT INFORMATION:

  If there are any questions about this posting please contact Talent Acquisition at. Resumes will not be accepted in lieu of completing this application.

  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.

  Bachelors 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

  The 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:

  Dreisa Yvonne Johnson

  Email: