Salary: $78,467.00 - $117,701.00 Annually
Location : Granville County, NC
Job Type: Permanent Full-Time
Job Number: 25-10134 ITD 92500079
Department: Dept of Health and Human Services
Division: SEC OFFICE - INFO TECH
Opening Date: 09/02/2025
Closing Date: 9/8/2025 5:00 PM Eastern
Job Class Title: User Support Manager I
Position Number: 92500079
Salary Grade: DT09

Description of Work

Internal Posting- This Is An Internal Posting Open Only For Current North Carolina Department Of Health And Human Services Employees, And Eligible RIF Candidates From North Carolina State Government, or Current Temporary Employees.
The Regional Desktop Support Manager provides strategic and operational leadership for end-user device support across 13 state-operated healthcare facilities. This role supervises a team of 11-13 User Support Analysts and Technicians, ensuring the deployment, maintenance, and support of clinical and administrative computing environments. The position coordinates with enterprise IT, clinical operations, and support teams to maintain service quality and technical readiness.

This position supports healthcare delivery by ensuring that technology infrastructure is reliable, secure, and aligned with Epic EHR standards. It plays a key role in incident response, change management, and policy compliance efforts to facilitate consistent support across diverse regional environments.

Key Duties Include:

• Provide day-to-day management of desktop support staff across multiple facilities, including work assignments and schedule oversight
• Conduct performance evaluations and provide coaching to support technical and professional development
• Lead Epic go-live readiness, including device validation, deployment, and Technical Dress Rehearsals (TDRs)
• Coordinate with EHR, infrastructure, and security teams to ensure device configurations meet organizational standards
• Manage incident escalations and lead resolution efforts during clinical or system disruptions
• Monitor and improve ticketing processes, service metrics, and documentation practices
• Review ServiceNow data to identify trends, recurring issues, and opportunities for service enhancements
• Enforce HIPAA compliance, endpoint protection standards, and device hardening protocols
• Oversee device lifecycle activities such as procurement forecasting, deployment, and onboarding for new facilities
• Serve as the regional liaison during emergency operations and downtime events

About the NC Department of Health and Human Services (DHHS):
The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

About the NC DHHS Information Technology Division:
In collaboration with our partners, the North Carolina Department of Health and Human Services (DHHS) protects the health and safety of all North Carolinians and provides essential health and human services. The IT division (ITD) is one of the divisions that report to the Operational Excellence portfolio. The ITD division comprises six sections: Implementation and Operations, Strategy and Workforce, Enterprise Technology, Vendor and Finance, Data and Analytics, and Cyber and Privacy. Team ITD offers the following services but not limited to implementations, operations, project/portfolio management, infrastructure, consulting, business division liaison, digital transformation, IT strategy, enterprise technology, IT contract and vendor management, and data office services.

Compensation and Benefits:
The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees. Visit website for benefits:

For more information about DHHS:

Knowledge, Skills and Abilities / Competencies
Candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed on the vacancy announcement.
The Knowledge, Skills and Abilities (KSAs)/ Management Preferences are not required. Applicants that possess the following skills are preferred:

• Documented experience managing regional or distributed desktop support operations; such as coordinating staff across multiple sites or healthcare facilities.
• Demonstrated experience to monitor and improve service performance; using platforms like ServiceNow to track trends, escalations, and resolution metrics.
• Documented experience working with healthcare-specific desktop configurations and endpoint tools; preferably in environments using technologies like Imprivata, Citrix, or Microsoft Intune.
• Experience enforcing technical compliance and policy adherence; such as HIPAA, device encryption, or endpoint protection protocols.
• Management preferrs experience with Epic or Epic-related technical training/ certifications.

Minimum Education and Experience Requirements
Some state job postings say you can qualify by an "equivalent combination of education and experience." If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See https://oshr.nc.gov/experience-guide for details.

Qualified applicants must possess, and application must clearly reflect work experience that demonstrates the following:
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

Extra Requirements
Valid driver's license and ability to travel between facilities within the position's designated region

Physical Requirements
Must be able to lift and transport IT equipment as needed up to 50lbs.
Supplemental and Contact Information
The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws, state laws and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: .

DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

In accordance with the Governor's , our agency supports second-chance employment for individuals who were previously incarcerated, or justice involved. We invite all potential applicants to apply for positions for which they may be qualified.

Application Process
Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application.

• Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.
• Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application, to support your answers.
• If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 5:00 PM on the closing date.
• Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check.
• Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Upon the closing date, applications are "Under Review" and will be screened by Human Resources for the qualified applicants. The hiring process may take several weeks.
• Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.
• For a list of organizations that perform this specialized service, please visit the NACES membership website at .

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations and cover letters may be uploaded with your application.

Veteran's and National Guard Preference

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application if they are a current member of the NC National Guard in good standing.
• Applicants who are former member of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

NEOGOV Technical Assistance

For technical issues with your application, please call the NeoGov Help Line at 877-204-4442. If you have a technical issue with your Government Jobs account, please call their Help Line at 1-855-524-5627.

CONTACT INFORMATION:

If there are any questions about this posting, please contact Talent Acquisition at Resumes will not be accepted in lieu of completing this application.
NOTE: For temporary, contract or other supplemental staffing appointments: There are no paid leave, retirement or other benefits associated with these appointment types.
For permanent and time-limited appointments:Eligible employees have benefits that include employee health insurance options, standard and supplemental retirement plans, NC Flex (a variety of high-quality, low-cost benefits on a pre-tax basis), and paid vacation, sick, and community service leave, to name a few. Paid parental leave is available for eligible employees. Some benefits require 30 + hours work/week for participation.

01

I UNDERSTAND that DHHS requires a complete descriptive work history with all employment experience detailed to be considered for employment. I have included all this information within my application. (NOTE: AN ATTACHED RESUME NOR "SEE RESUME" DOES NOT SATISFY THE REQUIREMENT OF COMPLETING THE APPLICATION. If you haven't completed the application requirements, please return to your application to finish it before submitting your application.)

• Yes, I understand and have fully completed all requirements.

02

Are you a Current North Carolina Department of Health of Human Services Employee, Eligible RIF Candidate from North Carolina State Government, or a Current Temporary Employee?

• Yes
• No

03

What is the highest level of education you have achieved in a required or related subject? Please note that all education must be clearly documented in the "Education" section of the application to be given credit.

• No Degree
• High School Diploma/ GED
• Associate's degree
• Bachelor's Degree
• Master's Degree or higher

04

How many years of experience do you have managing regional or distributed desktop support operations; such as coordinating staff across multiple sites or healthcare facilities? Please note that all experience must be clearly documented in the "Work Experience" section of the application to be given credit.

• No Experience
• Less than one (1) year of experience
• One (1) year of experience but less than two (2) years of experience
• Two (2) years of experience but less than three (3) years of experience
• Three (3) or more years of experience

05

How many years of experience do you have monitoring and improving service performance, using platforms like ServiceNow to track trends, escalations, and resolution metrics? Please note that all experience must be clearly documented in the "Work Experience" section of the application to be given credit.

• No Experience
• Less than one (1) year of experience
• One (1) year of experience but less than two (2) years of experience
• Two (2) years of experience but less than three (3) years of experience
• Three (3) or more years of experience

06

How much experience do you have working with healthcare-specific desktop configurations and endpoint tools, preferably in environments using technologies like Imprivata, Citrix, or Microsoft Intune? Please note that all experience must be clearly documented in the "Work Experience" section of the application to be given credit.

• No Experience
• Less than one (1) year of experience
• One (1) year of experience but less than two (2) years of experience
• Two (2) years of experience but less than three (3) years of experience
• Three (3) or more years of experience

07

How much experience do you have enforcing technical compliance and policy adherence; such as HIPAA, device encryption, or endpoint protection protocols. Please note that all experience must be clearly documented in the "Work Experience" section of the application to be given credit.

• No Experience
• Less than one (1) year of experience
• One (1) year of experience but less than two (2) years of experience
• Two (2) years of experience but less than three (3) years of experience
• Three (3) or more years of experience

08

Do you have experience with Epic or Epic-related technical training/ certifications? Please note that all experience must be clearly documented in the "Work Experience" section of the application to be given credit.

• Yes
• No

09

Where did you learn about DHHS or this opportunity?

• Company or OSHR Website
• Employee Referral
• Professional Association or Industry-specific job board
• Conference / Career Fair
• LinkedIn
• Other Social Media
• Theater Advertisement
• Internet Advertisement
• TV / Radio
• Indeed
• Other General Job Boards
• Google
• Other Search Engines

10

Please give additional detail where you learned of DHHS or this opportunity. (e.g., APA Annual Meeting, Facebook, LinkedIn, Doximity, NC Substance Abuse Professional Practice Board, etc.)
Required Question