IT Services Manager

Agency

Dept of Natural and Cultural Resources

Division

Zoological Park

Job Classification Title

User Support Manager II (NS)

Position Number

65044255

Grade

• DT11
• About Us

The 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 www.dncr.nc.gov. We encourage you to apply to become a part of our team.

Description of Work

Join 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 Preferences

Please note: Job postings close at 11:59:59 p.m. the night before the listed Posting End Date above.

Recruitment Range: $91,600 - $108,775

To 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 Experience

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. 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 Description

The 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.

Learn more about the North Carolina Zoo: https://nczoo.org

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Supplemental and Contact Information .

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 Process

Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this ap