IT Support Manager - Hybrid - 60% Remote

What You'll Be Doing
Join Our Team as an IT Support Manager and Drive Success
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.
Essential Functions:
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
NOTE: This position is 60% hybrid remote, with onsite work required at the Wake County Office Building in downtown Raleigh, NC.
About Our Team
Wake County Information Technology is in the heart of Raleigh’s booming downtown, a part of the Research Triangle area. If you’re a tech-guru, this is the place to be. Our team of smart, dedicated people is respected within our organization and recognized as leaders in the use of technology by the prestigious Center for Digital Government, regularly ranking in the top ten among counties with a population for 1 million or more. Our team members are our most valued asset and treated as such with competitive salaries and top-notch benefits. We believe a good work/life balance helps people make better decisions, be more creative and enjoy coming to work. If you thrive in a highly collaborative, fast-paced, supportive environment, then you owe it to yourself to check us out.
The Basics (Required Education and Experience)
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
Please include ALL prior work experience on your application and resume.
Beyond the Basics (Preferred Education and Experience)
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
How Will We Know You're 'The One'?
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
About This Position
Location: WCOB Raleigh, NC 27602
Employment Type: Regular
Work Schedule: Mon - Fri 8:00am - 5:00pm
Hiring Range: 89,331 - 125,063
Market Range: 89,331.00 - 160,793.00
Please include ALL prior work experience on your application and resume.
Posting Closing Date: 7:00 pm on 5/1/2026