IT Support Manager - Hybrid - 60% Remote
County of Wake, NC
Benefits
- Competitive salaries
- Top-notch benefits
- Work/life balance
Perks
- Hybrid work
Skills
About the Role
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
What Makes Wake Great
Equal Opportunity Statement
Background Check Statement
Emergency Service Worker Statement
What Makes Wake Great
Consistently ranked high among the best places to live and work in America, Wake County is home to NC State University, Research Triangle Park, and 2006 Stanley Cup Champions, the Carolina Hurricanes. In addition to being Wake County’s seat of government, Raleigh is also the center of state government, with the Capitol Building, legislature and many state government offices located in Raleigh. With an estimated population of just over 1.2 million residents, Wake County is North Carolina’s most populous county. Entertainment, recreation, and art and culture abound with the North Carolina Museum of Art, JC Raulston Arboretum, and the Neuse River Trail all in the heart of Wake County. Wake County uses the Council/Manager form of government. Currently, the seven members of the Board of Commissioners are elected by district on a partisan basis and serve four-year terms. In Fall 2026, two at-large seats will be added for nine total commissioners. The County is regarded as a fiscally responsible and well-managed government, enjoying a AAA bond rating. The County’s FY2026 General Fund budget is approximately $2.1 billion, and the County has over 5,100 full time employees. Wake County Government came in at #2 on the Healthiest Employers list for 2024. This year, US News & World Report ranked Raleigh #5 on its list of Best Places to Live, and the Milken Institute ranked Raleigh #1 on its 2025 list of Best-Performing Cities.
Equal Opportunity Statement
Wake County provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
Background Check Statement
Position may require a background check that may include: criminal, credit, motor vehicle, education, and sexual offender registry or others based on job requirements. Unless required by state law, a record of conviction will not automatically exclude you from consideration for employment. Wake County Government is an Equal Opportunity Employer.
Emergency Service Worker Statement
In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.