User Support Manager I - EHRA
About The Position
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 agency’s remote work program but does require weekly onsite work. Take the next step in your tech career. We’re hiring a User Support Manager I to guide support teams, improve service delivery, and shape the user experience. The primary purpose of this position is to manage and oversee user support operations that deliver exceptional customer service and ensure compliance with ITIL and ITSM frameworks for both the Department of Adult Correction and the Department of Public Safety. This role is responsible for directing first- and second-level support teams, optimizing workflows, and driving continual service improvements to meet organizational goals.
Requirements
- 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 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
Nice To Haves
- Experience leading service desk/ops teams where Incident, Request, Problem, and Change are fully run in ServiceNow
- Experience as a Product Owner or Admin partnering with platform teams to manage updates, integrations, and request/case taxonomy
- ITIL 4 Managing Professional Certification (or Foundation as a minimum)
Responsibilities
- Ensure timely resolution of incidents and service requests to maintain high service quality and customer satisfaction
- Promote standardized processes and implement best practices to improve consistency and efficiency across support operations
- Develop and monitor performance metrics to drive continual improvement and elevate service delivery
- Integrate support functions across the broader IT environment and foster cross‑team collaboration to ensure service continuity and operational excellence
Benefits
- variety of leave options
- professional development opportunities
- insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
