Business Systems Manager Senior Job Charlotte area,North Carolina USA,IT/Tech

Manager, Digital And End User Experience

The Manager, Digital and End User Experience leads the delivery of employee-facing technology support across the Metropolitan Public Transit Authority (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.

Key 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.

Minimum Qualifications

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.

Preferred Qualifications

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 , 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.

Core Competencies

Managed service governance
• Customer experience
• End-user computing
• Vendor accountability
• Service delivery
• Operational readiness
• Performance management
• Communication
• Continual improvement

The City's Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender…