Itsm Manager

Spectrum Charlotte , NC 28201

Posted 2 months ago


Charter is looking for an experienced ITSM Manager to join our IT team. Our Charter IT Ticket and Inventory team works with IT operations and development teams with providing incident, problem, change, release and knowledge management development solutions. This team is also responsible for an internally developed CMDB and DCIM platform. You will be responsible for managing and leading a team of developers who are focused on the development and day to day operations support of the platform. You will be responsible for ensuring that projects and development tasks are being completed on-time and provide status to internal customers. You will have direct reports and be responsible for personnel management activities. You will also be responsible for off hour escalations for your team.


  • Oversees a department of the IT functional area

  • Implements IT plan according to the IT and corporate strategy

  • Manages the maintenance and enhancement of hardware and software systems that support field

  • business applications and local area network/wide area networks (LAN/WAN) for employees

  • Manages IT staff to ensure uninterrupted IT network support at maximum performance

  • Ensures compliance with IT standards, policies and procedures

  • Accountable for the function's budgets


Skills/Abilities and Knowledge

  • Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner

  • Basic computer skills, with proficiency with Word and Excel

  • Knowledge of computer and/or network systems, applications, procedures and techniques

  • Experience leading others and providing constructive feedback

  • Demonstrated interpersonal skills and ability to work effectively and collaboratively with a wide range of stakeholders

  • Skill in organizing resources and establishing priorities

  • Ability to learn and support new systems and applications

  • Ability to work with others to resolve problems, handle requests or situations

  • Demonstrated knowledge of information technologies and methodologies related to assigned IT segment or area

  • Displays a sense of urgency to resolve issues quickly and efficiently

  • A team player with the ability to enable changes in the business processes and ability to work cooperatively with all groups is essential

  • Ability to multi-task and handle on a proactive basis, changing priorities in a fast-paced environment in order to maximize time-management and efficiencies

  • Demonstrated ability to successfully distill complex technical information into clear, concise yet comprehensive communication material

  • Demonstrated ability to meet rigorous deadlines while managing multiple projects concurrently


BA/BS in Information Technology, Computer Science, MIS or related field or equivalent work experience

Related Work Experience
4 - 6 years IT work experience
2 - 3 years leadership experience
1 - 2 years project management experience


  • Experience with ServiceNow

  • Experience managing an operations or support team

  • Experience with CMDB and DCIM

  • Experience working in ITIL framework with demonstrated focus in Incident, Problem, and Knowledge Management

  • Ability to balance risk with business priorities and applies the appropriate sense of urgency to issues

  • Exceptional communication skills, both oral and written and able to articulate complex technical concepts


Office environment

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

Business Unit: Corporate

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Itsm Manager