User Support Manager I EHRA

Agency

Department of Information Technology

Division

Chief Deputy SCIO

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. NCDITs 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

Recruitment Range: Up to $110000

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 agencys remote work program but does require weekly onsite work.


Are you ready to take the next step in your career We currently have an opening for a User Support Manager I.

The User Support Manager I at NC Department of Information Technology (NCDIT) plays a key leadership role in ensuring reliable telecommunications service delivery exceptional customer experience and effective team development. This position oversees daily operations guides staff through complex provisioning and billing activities and drives continuous improvement across service management practices. The role is ideal for someone who excels at building strong relationships motivating teams and managing fastmoving priorities within a dynamic technical environment.

Key Responsibilities:

Leading and overseeing telecommunications service delivery including provisioning billing accuracy and workload management of approximately 12 staff who process service requests for service order provisioning with 40 vendors
Providing directions to a supervisor responsible for the invoicing of all telecommunication services to state agencies local governments schools and universities across the state of North Carolina
Applying ITIL-based service management practices and supporting escalated operational or customer issues
Meeting with staff and clients to assess service quality and implement improvements that boost customer satisfaction
Driving process automation fostering teamwork and maintaining strong communication across internal partners
Managing budgets staffing levels and required HR actions while ensuring adherence to DIT policies and procedures

Minimal travel may be required in this position to occasionally meet with clients and vendors and to mentor teleworking staff.

About the Division:

The primary purpose of the Request Fulfillment group is to provide successful delivery of telecommunication services and invoicing to our clients through consulting preparing service requests to vendors provisioning key voice services such as Centrex features and enterprise voice mail accurate invoicing and assistance with key operational and repair issues within their scope of work.

Knowledge Skills and Abilities/Management Preferences

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

Extensive customer support interaction with clients (preferably in telecommunications) and internal/external vendors

Knowledge of vendor tariffs and contracts vendor billing methodologies cellular local and long distance inter and intra-building cabling circuits etc.

Strong management skills/experience and supervision experience of IT staff

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.

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:

Shaun Osborne

Recruiter Email: