Welcome to the City of Charlotte

Charlotte is Americas Queen City opening her arms to a diverse and inclusive community of residents businesses and visitors alike. Here you will find a safe family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety health and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork openness accountability productivity and employee development

• Providing all customers with courteous responsive accessible and seamless quality services

• Taking initiative to identify analyze and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

ESSENTIAL DUTIES and RESPONSIBILITIES:
Manage Help Desk Operations: Oversee daily IT support activities ensuring timely resolution of incidents and service requests.
Team Leadership: Recruit train and mentor help desk staff; conduct performance evaluations and foster professional development.
Service Level Management: Monitor and enforce SLAs KPIs and quality standards to maintain high customer satisfaction.
Process Improvement: Identify inefficiencies and implement automation or workflow enhancements to optimize ticket handling.
Escalation Management: Handle complex technical issues and coordinate with Tier 2/3 teams or external vendors for resolution.
Reporting & Analytics: Generate and analyze performance reports to track trends identify gaps and recommend improvements.
Technology & Tools: Administer help desk software knowledge bases and remote support tools; ensure proper configuration and updates.
Compliance & Security: Ensure adherence to IT policies data security standards and regulatory requirements.
Budget & Resource Planning: Manage departmental budgets allocate resources effectively and forecast future needs.
Customer Communication: Maintain clear and professional communication with end-users providing updates and guidance throughout issue resolution
Serves as a technical resource to Terminal and Passenger Facilitation in direct collaboration with airlines tenants Gate Management and on-site Government Entities.
Serves as a technical resource when testing new technologies and application changes from Aviation or from City improvements or requirements.
Performs related work as required.

SUPERVISORY RESPONSIBILITIES:

Manage and monitor multiple levels of the Technology Support Team personnel and evaluate performance for Full time employees.
Manage and monitor Technology Support Team contracted personnel with coordination from the designated vendor for any concerns.
Collaboration with internal stakeholders and peers for solutions to concerns from tenants airlines or internal partners.
Ensure security policies are adhered to for Terminal Support (Involves TSA defined processes and procedures for SIDA secure Area requirements)
Manage division budget for procurement of technologies and services.
Manage assigned projects for lifecycle management or technology requirements for other projects.
Ensure concerns or disciplinary actions are addressed and documented in a timely manner.

JOB IMPACT:

Interactions may result in decisions regarding implementation of policies. Contact may involve advocating for certain policies and practices negotiating sensitive issues and delivering important presentations.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES:

Ability to lead a staff of shift supervisors full time technicians and contractors to perform technical support for the operation of the Airport.
Ability to meet deadlines and work in an environment of heavy pressures and changing priorities
Demonstrated oral and written communication skills and ability to compose correspondence and reports
Demonstrated experience with computerized systems database management MS Office Suite or other application to manipulate data and create reports
Ability to use independent judgment and initiative to accomplish tasks
Ability to troubleshoot problems and develop creative solutions
Resourceful self-directing and the ability to flourish in a fast-paced and demanding work environment
Be a self-starter / strong technical background / customer service experience
Problem-solving with ability to motivate team to achieve specific goals
Ensure high quality technical support and increase client satisfaction to internal / external customer
Research needs document and understand existing systems and make decisions necessary to advance project needs
Test and evaluate hardware and software to determine efficiencies and compatibilities with existing systems

MINIMUM QUALIFICATIONS:

High school diploma or equivalent and 11 years relevant experience
Associates degree and 9 years relevant experience

Bachelors degree and 7 years relevant experience

Masters degree and 5 years relevant experience

PREFERRED QUALIFICATIONS:

At least 2 years of relevant college-level course work or an associates degree in Information Technology Computer Science or a related field
5 to 7 years experience in information technology support including hardware software and networking

GENERAL INFORMATION:
Valid Drivers License
Ability to obtain and maintain a City Driving Permit (which is dependent on the status of a Valid drivers license.
Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude them from employment

WORKING CONDITIONS AND PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ADA and Other Requirements:

Positions in this class typically require sitting standing and walking.

Physical Requirements:

• Essential and marginal functions may require maintaining physical condition necessary for sitting standing climbing or walking extended periods of time.
• Light to moderate lifting and carrying; some crouching stooping squatting crawling reaching pushing and pulling when performing tasks
• Adequate vision hearing and speech required
• Some use of power tools for mounting installing or removing equipment and/or related peripherals relating to technology. Personal Protective Equipment (PPE) is provided.

Sensory Requirements:

• Concentrated and attentive use of one or more senses (visual audio and other sensory modalities) for proof reading data entry tabulating data
• Ability to operate in an environment with frequent interruptions
• Comprehend written information in work related documents
• Ability to hear understand and distinguish speech

CONDITIONS OF EMPLOYMENT

The Citys 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 candidates 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

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.

Clickhereto learn more about the City of Charlottes benefits.

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