Regional Desktop Support Manager - State of North Carolina : Job Details

This Position Is Funded In Part Through Federal Funds

The Regional Desktop Support Manager provides strategic and operational leadership for regional desktop support teams across 13 state-operated healthcare facilities. This role ensures successful deployment, maintenance, and support of end-user computing environments, including devices supporting the Epic EHR system. The position supervises a team of 11–13 User Support Analysts and Technicians and coordinates closely with enterprise IT and clinical operations to maintain service quality.

This position supports cross-functional integration between technical and clinical systems. It helps ensure continuity of patient care services by managing device standards, incident response, change management, and compliance for desktop computing environments.

Key Duties Include:

• Manage daily operations and staff performance for regional desktop support teams.

• Lead Epic go-live efforts including Technical Dress Rehearsals (TDRs), device setup, and validation.

• Coordinate endpoint configuration with EHR, infrastructure, and security teams.

• Monitor and improve ticketing performance metrics in ServiceNow.

• Resolve escalated issues affecting clinical workflow, including during downtime or emergencies.

• Ensure compliance with HIPAA, device encryption, and security protocols.

• Support onboarding of new facilities, lifecycle planning, and device refresh initiatives.

• Enforce standardized support documentation, resolution practices, and quality service delivery.

• Act as liaison for technical support between facility leadership and backend IT teams.

• Conduct staff coaching, evaluations, and development to build team proficiency.

• Travel to eastern sites may be required to provide support

• On-call timemay be required

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:

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:

• Demonstrated experience leading desktop support teams preferably in multi-site healthcare environments
• Experience overseeing technical escalations and incident response processes, especially during clinical service disruptions or emergency operations
• Documented experience enforcing device security policies, such as endpoint protection, encryption, and HIPAA-compliant data handling.
• Applied experience monitoring and improving service delivery using ITSM tools such as ServiceNow
• Valid driver's license and ability to travel between facilities.

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. Seefor 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 fieldORAssociate's 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 fieldORHigh School or GED and eight years of progressive experience in the information technology fieldORAn equivalent combination of education and experience

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 Executive Order 303, 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 aDD-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-###-####. If you have a technical issue with your Government Jobs account, please call their Help Line at 1-855-###-####.

CONTACT INFORMATION:

If there are any questions about this posting, please contact Talent Acquisition at [email protected].

#J-18808-Ljbffr