IT Support Manager - Hybrid - 60% Remote

County of Wake, NC • Raleigh, NC

1d • Hybrid

About The Position

As the IT Support Manager, you will manage a team of five individuals responsible for delivering exceptional IT support to Team Wake. The team consists of one engineer, one senior helpdesk technician and three helpdesk technicians. Together they are responsible for intake and resolution of IT incidents and requests for the County’s 4,000+ users and 6,500+ PCs, as well as enterprise and business software. This position is primarily remote but has office space in the downtown Wake County Office Building for any onsite work needs. The team aims to continually improve the service experience for our users, ensuring that business operations run efficiently to serve our residents and make Wake County a great place to live. This position supports the day-to-day operations of the IT Service Desk for Wake County.

Requirements

• Bachelors degree in Computer Science, Information Systems, Computer Engineering or a related field
• Three years of experience in information systems support
• Equivalent education and experience are accepted
• Ability to plan and support the development of others while building and maintaining effective relationships that promote communication and teamwork
• Ability to establish clear expectations and direction to achieve team goals and objectives
• Ability to develop and maintain solid customer relationships by listening, understanding needs and applying a methodical, logical approach to deliver innovative solutions and designs where appropriate
• Ability to identify and analyze problems, identify solutions and resolve issues while listening to client needs and providing constructive feedback
• Ability to understand customer technologies and problem resolution techniques while communicating effectively with internal and external customers

Nice To Haves

• 5+ years of experience managing a Service Desk environment or related experience
• Experience managing staff working in a Contact Center environment
• Experience with practical application and knowledge of ITIL framework
• Experience configuring Service Desk and Asset Management software

Responsibilities

• Foster a customer-centric support experience
• Manage the performance, development and training of staff
• Configure and manage Service Desk and Asset Management software
• Oversee request intake through various applications including Contact Center, Email, etc.
• Design and implement processes and workflows aligned with ITIL best practices
• Develop SLAs and oversee compliance
• Develop and maintain knowledge base and user self-service functions
• Generate performance metrics and provide related data

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees