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.