The N.C. Department of Information Technology (NCDIT) is seeking a User Support Manager I who will oversee telecommunications service delivery and team management, ensuring exceptional customer experience and operational efficiency. The role involves leading a team of approximately 12 staff, managing complex provisioning and billing activities, and driving improvements in service management practices
Job Summary
The position serves as a key leadership role ensuring reliable telecommunications service delivery and exceptional customer experience for North Carolina state agencies.
The incumbent will oversee daily operations including provisioning, billing accuracy, and workload management for a team of approximately 12 staff members.
This role is designated Statutory Exempt (EHRA) and may be eligible for hybrid remote work while requiring weekly onsite presence.
Matching Summary
Match Score: 85
The N.C. Department of Information Technology (NCDIT) is seeking a User Support Manager I who will oversee telecommunications service delivery and team management, ensuring exceptional customer experience and operational efficiency. The role involves leading a team of approximately 12 staff, managing complex provisioning and billing activities, and driving improvements in service management practices.
Salary
Up to $110,000; Not specified; Not specified
Skills & Requirements
Must-have
Lead telecommunications service delivery
Manage staff of approximately 12
Apply ITIL-based service management practices
Oversee vendor provisioning and billing accuracy
Drive process automation initiatives
Nice-to-have
Extensive customer support interaction experience
Knowledge of vendor tariffs and contracts
Strong supervision experience of IT staff
Experience with cellular and circuit services
Key Requirements
Bachelor's degree in CS or IT with 4 years experience
Associate degree in CS or IT with 5 years experience
High School/GED with 8 years progressive IT experience