Department: Charlotte Area Transit System Department

Salary: $126,009.00 - $181,137.64 Commensurate with Experience

Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization. At the Charlotte Area Transit System (CATS), we’re committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service.

 

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.

SUMMARY

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.

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 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.

Core Competencies

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

CONDITIONS OF EMPLOYMENT

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 registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email [email protected]

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.