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IT Support Experience Manager 

Category Information Technology  

The Information Technology Support Experience Manager supervises Service Desk personnel, ensuring that they are providing an excellent customer support experience to all the ESUCP Staff. Using ITIL best practices, the IT Support Experience Manager tracks all IT related issues and problems, and along with the Service Desk Team Lead manages the ticket queue to ensure that SLAs are met. This role is also responsible for managing the customers’ experiences to ensure that IT is providing the best service possible. Along with the IT top management, the IT Support Experience Manager develops an effective and workable framework for managing and improving IT support within the organization. Experience with Cherwell ITSM is preferred. The IT Support Experience Manager reports to the VP of Information Technology

Essential Job Functions:

  • Ensures the ESUCP Service Desk is providing an excellent support experience to all ESUCP Staff.
  • Using the CSI (Continual Service Improvement) Method, develops, and fine tunes all the support processes for the Service Desk.
  • Using the CSI (Continual Service Improvement) Method, provides guidance and input in to process improvements in other areas of IT
  • Along with the assistance from the Service Desk Team Lead, tracks the ticket queue to ensure tickets are being addressed in a timely manner.
  • Administers and manages the organization’s ticketing system.
  • Provides weekly updates, and status reports on the health of the ticket queue to the VP of Information Technology.
  • Provide technical guidance to the VP of Information Technology by recommending new and updated technologies.
  • Provide support and maintenance to client endpoints when necessary.
  • Provide a high level of technical expertise for all ESUCP Staff
  • Responsible for the maintenance and integrity of the IT Inventory System.
  • Serve as an escalation point in the identification and correction of complex computing systems and applications problems, including interaction with other support staff, others on campus or outside vendors. Independently determine approaches and strategies.
  • May require evening & weekend work as needed.
  • Other duties as assigned by supervisor


Supervisory Responsibility:

  • Oversee and manage the Service Desk Team.
  • Develop and continuously improve the Service Desk processes and procedures to deliver the most efficient and effective service experience possible to the ESUCP Staff.
  • Ensure that the Service Desk team members are following ESUCP Organization & IT procedures, and meeting our SLAs.
  • Effectively delegate tasks to appropriate team members.
  • Ability to manage large and small projects, completing them on time and on budget.
  • Assess technical solutions, making recommendation on new technologies, and provide strategic guidance on Infrastructural decisions.
  • Work closely with top executives of Easterseals UCP to suggest initiatives that may improve business infrastructure and report progress.
Position Requirements

Minimum Qualifications:

  • Bachelor degree preferred or 5 years’ experience in managing Help Desk or Service Desk
  • Must have a customer experience focused philosophy
  • Experience in developing ITIL based processes and procedures
  • 3 years’ experience managing a corporate Service/Help Desk
  • Strong Attention to Detail
  • Strong verbal and written communication skills.
  • Experience gathering and analyzing Help Desk Reports
  • Experience managing and configuring Windows on desktops, laptops, and tablets


Full-Time/Part-Time Full-Time  
Shift -not applicable-  
Position IT Support Experience Manager  
Division Administration  
Exempt/Non-Exempt Exempt  
Location Administration Raleigh  
About the Organization Easterseals UCP has been part of the fabric of North Carolina and Virginia for 75 years. We started in counties all over NC and VA filling gaps and addressing the needs of children and adults with disabilities. Our legacy organizations Easterseals NC, United Cerebral Palsy NC, and Easterseals Virginia joined forces as Easterseals UCP to intentionally work side-by-side with more than 20,000 individuals and their families, providing the broad network of services and support they need to achieve better days. Today we are affiliated with both Easterseals, Inc. and United Cerebral Palsy Inc.

Our mission is to create opportunities, promote individual choice, and change the lives of children and adults with disabilities by maximizing their individual potential to live, learn, work and play in their communities.
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
SuperVFlg None Specified 

HoursPerWk None Specified 

This position is currently not accepting applications.

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