Business Systems Manager Senior

City of Charlotte

3d•$126,009 - $181,138

About The Position

This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year’s sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It’s an important and exciting step forward for transit in our region. Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs. The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We’re excited about what’s ahead and appreciate your interest in being part of it. The Manager, Digital and End User Experience leads the delivery of employee-facing technology support across the MPTA. This role oversees managed service providers and contract resources supporting the service desk, Tier 1 and Tier 2 support, deskside services, smart hands, and end-user computing. The Manager is accountable for service quality, vendor performance, device lifecycle management, customer experience, and effective escalation to Tier 3 engineering teams. As the MPTA establishes its independent technology environment, this position will help design the support operating model, service catalog, workflows, performance measures, and service standards needed to provide reliable and consistent support across administrative and transit operating locations.

Requirements

Bachelor's degree in information technology, computer science, business administration, management information systems, or a related field; equivalent experience may be considered.
Seven years of progressively responsible experience in IT service delivery, end-user support, service desk operations, or end-user computing.
Three years of experience leading employees, contractors, managed service providers, or outsourced technology services.

Nice To Haves

Experience in transit, transportation, utilities, healthcare, public safety, or another distributed critical-infrastructure environment.
Experience establishing or transforming an outsourced end-user support model.
Experience with Microsoft Intune, Autopilot, Entra ID, Defender for Endpoint, and modern endpoint-management practices.
Experience developing service catalogs, self-service capabilities, support workflows, and service-performance dashboards.
ITIL Foundation or related service-management certification.
Experience managing service levels, vendor performance, escalations, customer experience, and device lifecycle activities.
Working knowledge of ITIL practices, ITSM platforms, Microsoft 365, endpoint management, identity, cybersecurity, and enterprise infrastructure concepts.

Responsibilities

Lead Tier 1, Tier 2, service desk, deskside, smart hands, and field support services delivered primarily through managed service providers.
Hold vendors accountable for service-level agreements, staffing commitments, customer satisfaction, documentation, and corrective actions.
Oversee the lifecycle of laptops, desktops, mobile devices, peripherals, printers, and conference-room technology.
Establish clear escalation paths between support teams and Tier 3 infrastructure, network, cybersecurity, identity, and application specialists.
Partner with the Innovation & Optimization Manager to develop the service catalog and ensure support processes are properly reflected in the ITSM platform.
Use service data, customer feedback, and recurring issue trends to improve support quality, reduce repeat incidents, and expand self-service.
Ensure knowledge articles, support procedures, asset records, and transition documentation are complete and maintained.
Support technology deployments, organizational transitions, operational readiness reviews, and high-volume employee onboarding activities.
Assist with budget planning, managed service contracts, procurements, invoice validation, and device refresh forecasting.
Build a customer-focused support culture that meets the needs of executives, office employees, field staff, and 24-hour transit operations.