AgencyDept of Natural and Cultural Resources
DivisionZoological Park
Job Classification TitleUser Support Manager II (NS)
Position Number65044255
GradeDT11
About UsThe North Carolina Department of Natural and Cultural Resources (DNCR) enriches people's lives through education and stewardship of North Carolina's natural and cultural resources. DNCR manages over 100 locations across the state, including historic sites, museums, state parks, trails, aquariums, the North Carolina Zoo, the Library of North Carolina, the State Archives, the North Carolina Arts Council, the African American Heritage Commission, the American Indian Heritage Commission, the State Historic Preservation Office, the Office of State Archaeology, the Highway Historical Markers program, the North Carolina Land and Water Fund, and the Natural Heritage Program. These programs and places unite North Carolinians, create a shared identity, and provide common ground. For more information, please visit We encourage you to apply to become a part of our team.
Description of WorkJoin the North Carolina Zoo during an exciting period of growth as we prepare for the opening of Asia! The North Carolina Zoo is seeking to hire an IT Services Manager. The IT Services Manager serves as the senior IT authority for the North Carolina Zoo, providing strategic leadership, oversight, and coordination of technology operations, planning, and service delivery.
Key Responsibilities
Provide strategic leadership for the Zoo's technology program, including development of IT plans, modernization strategies, and alignment with DNCR/NCDIT requirements.
Oversee IT operations including user support, infrastructure reliability, cybersecurity compliance, hardware lifecycle planning, and technology procurement.
Lead and manage IT projects such as system deployments, upgrades, network improvements, and process enhancements.
Supervise IT Services staff, establish performance expectations, promote cross training, and ensure consistent delivery of high quality technical support.
Serve as the Zoo's primary representative in DNCR/NCDIT discussions involving enterprise systems, standards, cybersecurity, and operational coordination.
Collaborate with Zoo leadership and operational divisions to assess technology needs, identify improvements, and ensure IT services support organizational priorities.
Maintain vendor, contractor, and agency relationships to support infrastructure, applications, and specialized Zoo technology systems.
Knowledge Skills and Abilities/Management PreferencesPlease note: Job postings close at 11:59:59 p.m. the night before the listed Posting End Date above. Recruitment Range: $91,600 - $108,775To receive credit for your work history and credentials, you must provide the information on the application form. Any information omitted from the application form, listed as general statements, listed under the text resume section, or on an attachment will not be considered for qualifying credit.Candidates meet the minimum qualifications of this position if they meet the minimum education and experience listed on the vacancy announcement. Vacancy specific knowledge, skills, and abilities (KSAs) and/or management preferences are not required.
Applicants who possess the following are preferred:- Bachelor's or Master's degree in information technology, computer science, information systems, cybersecurity, or a related field.
- Demonstrated leadership experience overseeing IT operations, user support teams, or infrastructure services in a multi-site or complex environment, along with project management experience including planning, coordination, and delivery of IT implementations or upgrades.
- Experience developing IT strategic plans, technology roadmaps, or multi-year modernization initiatives.
- Strong knowledge of cybersecurity frameworks, compliance requirements, and best practices for safeguarding systems and data.
- Experience working with enterprise IT organizations such as DNCR, NCDIT, or other state/local government technology entities, as well as managing vendor relationships, IT service contracts, or procurement of technology systems and infrastructure.
Position/Physical Requirements- Typical work schedule is Monday-Friday, 8am-5pm
- Must be able to work weekends, holidays and after regular work shifts.
- Required to participate in the zoo's occupational health program.
- Must have a valid driver's license issued from within the United States or be able to obtain one within 90 days of employment. (include if applicable)
This position is deemed eligible for hybrid telework under DNCR's Telework Policy.This position is located at:4401 Zoo Parkway
Asheboro, NC 27205
Minimum Education and ExperienceSome 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. See the Education and Experience Equivalency Guide for details.
Bachelor'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 field including at least two years of experience in technology support related work;
OR
Associate degree in computer science or an IT related field or related technical degree from an appropriately accredited institution AND six years of progressive experience in the information technology field including at least two years of experience in technology support related work;
OR
an equivalent combination of education and experience.
Section/Unit Description The IT Services unit provides technology leadership, support, and operational reliability for the North Carolina Zoo by managing user support, onsite infrastructure, specialized systems, cybersecurity coordination, and technology projects. IT Services ensures that Zoo staff have dependable access to technology resources, that systems are maintained securely and efficiently, and that the Zoo's technology needs are aligned with DNCR and NCDIT standards. The unit delivers customer-focused service, oversees critical IT operations, and supports the Zoo's mission through strategic and responsive technology solutions.
Division DescriptionThe North Carolina Zoo exists for the enjoyment, education and inspiration of all our citizens and guests. The North Carolina Zoo mission is to protect wildlife and wild places and inspire people to join in conserving the natural world. This mission encompasses both domestic and international efforts, focusing on wildlife conservation, habitat preservation and promoting environmental stewardship.
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The Department of Natural and Cultural Resources (DNCR) selects applicants for employment based on required education and experience and job-related knowledge, skills, and abilities without regard to race, religion, color, national origin, sex, pregnancy, gender identity or expression, sexual orientation, age (40 or older), disability, National Guard or veteran status, genetic information, political affiliation, or political influence.
We are an Employment First state, ensuring that people with disabilities have equal opportunities to succeed in the state government workplace. DNCR supports pay equity for women, establish paid parental leave for birth, adoption, and foster care, and implement fair chance policies. Join a team that welcomes, values, respects and supports all members of our work community.
Application ProcessBe 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.
- Due to the volume of applications received, we are unable to provide information regarding the status of your application. The hiring process may take several weeks.
- Applicants are unable to submit more than one application to an individual posting. Only one application received prior to the closing date will be accepted. Applications must be submitted by 11:59:59 PM on the night prior to the closing date.
Degree/College Credit VerificationDegrees must be received from appropriately accredited institutions. Transcripts, and degree evaluations may be uploaded with your application. If you have student loans, becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visit to learn more.
Veteran's and National Guard Preference Applicants seeking Veteran's Preference must attach a DD Form 214, Certificate of Release or Discharge from Active Duty, along with the state application.
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), DNCR is committed to the full inclusion of all qualified individuals. As part of this commitment, DNCR will ensure that persons with disabilities, or known limitations covered by the PWFA, are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.
Employment Eligibility It is the policy of the State of North Carolina and DNCR that all employees provide proof of employment eligibility (immigration and naturalization) on the first day of employment. We participate in E-Verify (Employment Eligibility Verification System).
CONTACT INFORMATIONN.C. Department of Natural and Cultural Resources
North Carolina Zoo
4401 Zoo Parkway
Asheboro, NC 27205
EEO StatementThe State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.
Recruiter:Kimberly West
Email: 
