NC Department of Health and Human Services · 19 hours ago
User Support Manager I
Wake County, NC
Full-time
Hybrid
Mid, Senior Level
$82K/yr - $122K/yr
4+ years expThe North Carolina Department of Health and Human Services (DHHS) is one of the largest agencies in the state, responsible for ensuring health and safety for all North Carolinians. The User Support Manager I role involves providing leadership and management of the Desktop and Help Desk Support Unit Team, ensuring efficient IT support and customer service for the Division of Public Health.
Health Care
Responsibilities
Provide leadership and management of the DPH Desktop and Help Desk Support Unit Team for the Division of Public Health
Respond quickly and efficiently to the IT needs and concerns of customers
Monitor the trouble ticketing queue, training, guiding, and mentoring the Desktop Services team members
Review staff allocations to determine appropriate levels, recruiting employees who meet defined competencies, and developing strategies to ensure a diverse workforce
Counsel and discipline employees to resolve problems and grievances through formal and informal procedures
Determine project and assignment requirements by breaking them down into tasks, setting objectives, prioritizing activities, and adjusting priorities when necessary
Leverage available resources—individuals, processes, departments, and tools—to complete work efficiently, anticipating obstacles, and preparing alternate plans to ensure timely task accomplishment
Ensure follow-through on activities and staff compliance with DHHS IT and DHHS policy
Plan and analyze all DPH end-user computing issues, maintaining team performance metrics through the ServiceNow Ticketing System and reporting monthly to the IT Director
Oversee all MDM deployments for supported employees
Qualification
Required
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
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
High School or GED and eight years of progressive experience in the information technology field
An equivalent combination of education and experience
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
Benefits
Health insurance options
Standard and supplemental retirement plans
NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis)
Paid vacation
Sick, and community service leave
Paid parental leave
Company
NC Department of Health and Human Services
The Department of Health and Human Services manages the delivery of health- and human-related services for all North Carolinians.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Erin Matteson
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Jean M. Sandaire
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