User Support Manager I - EHRA
About The Position
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 fast‑moving priorities within a dynamic technical environment. 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.
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
- 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
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
Benefits
- a variety of leave options
- professional development opportunities
- insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
