PC Mobile Team Lead

Recruitment Range: $65,604.00 - $82,006.00

The NC Department of Revenue is in search of a Team Lead for the PC Mobile team.

This hybrid-designated position is based in Raleigh, NC with work hours from 8am to 5pm. The hybrid designation requires the selected candidate to be onsite at the NCDOR headquarters on some days and will allow offsite teleworking on other days.

The Team Lead serves as backup to the PC Mobile Manager, as well as providing operational leadership to the team as part of day-to-day operations. The PC Mobile team is comprised of a manager and 12 staff (including the two Team Leads) and provides enterprise-wide IT request fulfillment (e.g., PC hardware, PC accessories, virtual desktops, printers, mobile devices, VOIP and PC software) and related IT support services to internal customers.

The Team Lead performs analytical work, providing consultation, level 2 support and /or training to clients of computer or other technology-based systems. Employee provides technical support of PC and printer hardware, client operating systems, PC applications, and mobile devices. The position requires a general understanding of a wide variety of technologies to effectively support clients' technical needs at the tier 2 level or higher.

Employee interacts with a broad range of clients and IT staff to resolve technical problems and ensure customer satisfaction. Employee should demonstrate ability to use a wide variety of technical resources (e.g. the internet, technical manuals etc.) in order to provide technical support to clients. Able to solicit relevant information from clients to sufficiently describe non-routine problems to other technical experts. Demonstrates ability to document solutions that solve client problems and to clearly present these solutions. The employee works within the team and demonstrates courtesy and respect when dealing with others in order to foster a positive working relationship. Participates and meaningfully contributes to developing solutions for the team.

A sampling of duties is listed below:

•  Monitor day-to-day activities on the Operational side (ticket system SLAs and daily operations tempo).

• Act as the manager's backup for the PC Mobile team.

• Keep the manager apprised of status/issues in area of responsibility.

• Keep the team members moving forward and engaged in assigned tasks or projects.

• Ensure statuses are updated and timelines are monitored and adhered to for the tickets system or project deadlines.

• Answer inquiries, provide IT Desktop support and troubleshooting via telephone, email, in person, and ticket submission to all agency staff.

• Document problems/issues and user information in the ticket tracking system.

• Solve software problems related to all DOR software (Windows 10/11, Microsoft Office, Internet browsers and other COTS software in addition to custom DOR software).

• Author problem resolutions and submit to the knowledge management system.

• Deploy PC images and software packages via deployment tools such as SCCM

• Deploy, support, and troubleshoot printers including parts replacement when required.

• Deploy, support, and troubleshoot mobile devices such as iPhones and iPads when required.

• Minimum 5 years' experience performing Microsoft Windows Desktop Support

• Experience using a ticketing system such as Service Now, Jira or ITSM to track reported incidents through to resolution

• Experience deploying images and software with a deployment/management tool such as SCCM

• Experience rebuilding/repairing computer hardware as required

Management Preferences:

• Previous experience in a Team Lead role on an IT Support team

• Experience in mobile device management including experience deploying, troubleshooting, and managing mobile devices such as iPhones in a mobile device tool such as Mobile Iron or Microsoft Intune

•  CompTIA A+ or equivalent experience

•  Experience creating and managing images and software packages with a deployment/management tool such as SCCM

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 oshr.nc.gov/experience-guide for details. 

Bachelor s degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the position s role; or Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the position s role; or High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the position s role; or an equivalent combination of education and experience.

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.

Some highlights include:

• The best funded pension plan/retirement system in the nation according to Moody's Investor's Service

• Twelve (12) holidays/year

• Fourteen (14) vacation days/year which increase as length of service increases and accumulate year-to-year

• Twelve (12) sick days/year which are cumulative indefinitely

• Longevity pay lump sum payout yearly based on length of service 

• 401K, 457, and 403(b) plans

Learn more about employee perks/benefits:

• Why Work For NC

• NC OSHR: Benefits

The Department of Revenue seeks to fill positions with the most qualified individuals in its effort to provide taxpayers with the most efficient and effective services possible.

This position is subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance. "Tax compliance" is defined as having filed and paid all North Carolina State taxes owed each year leading up to the current calendar year or currently in a non-delinquent payment status with the State of North Carolina on taxes that are currently owed to the state.

If selected for an interview, you may have the option to interview via telephone and/or other method as technology allows.

To be considered within the most qualified pool of applicants and receive credit for your work history and credentials, you must document all related education and experience on the State of North Carolina application in the appropriate sections of the application form. Any information omitted from the application cannot be considered for qualifying credit. NC DOR welcomes attached resumes, cover letters and reference information, but these items will not be used for screening for qualifying credit. Please make sure the application is completed in full. "See Resume" or "See Attachment" will NOT be accepted.

Applicants eligible for veteran's preference should attach a copy of form DD-214.

If you are having technical issues logging into your account or applying for a position, please review the Get Help/FAQ's information on the website. If you are still experiencing technical issues with your application, please call the NeoGov Help Line at 855-524-5627.

If you have general questions about the application process, you may contact Human Resources at 919-814-1200 or HumanResources@ncdor.gov.  Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 919-500-6083.