IT Manager- ITSM (Remote) at Brightspeed

| Charlotte, NC | Remote
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Company Description

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Job Description

Brightspeed has a unique opportunity for creative leader to gain experience by building IT services from the ground up at an enterprise scale. We are looking for an experienced ITSM professional who can lead a team to develop our ITSM model and manage those processes day-to-day. This leader will have ownership of change, event, and problem management processes in accordance with ITIL methodologies. This role will coordinate with other ITSM leaders to develop a total ITSM solution. This will include working with ServiceNow architects and developers to ensure technical role outs support best practices for ITSM execution. This position will report to the Director of End User Services and Collaboration Tools.

 As the IT Manager- ITSM your responsibilities include:

  • Partner with the director to identify, hire, and build an ITSM team to support a 24x7 environment.
  • Lead a team of experts to develop, publish, and manage change, event, and problem management processes in accordance with ITIL methodologies.
  • Develop streamlined change management processes that identify changes and reduce risks.
  • With stakeholder input, determine cadences, workflows, and change approval processes.
  • Develop event management processes to alert and assemble problem solving teams to address and resolve IT events causing a degradation or outage to business operations.
  • Develop problem management processes to identify events that require root cause analysis. 
  • Establish problem management governance for assignment and completion of problem investigations.
  • Collaborate with ServiceNow developers to implement solutions to effectively manage ITSM processes.
  • Develop metrics to show effectiveness of ITSM programs.
  • Educate ITSM stakeholders on processes.
  • Advise leadership on transformation opportunities to deliver our services better to our customers.
  • Manage multiple work streams and prioritize competing efforts of work in synch with overall department strategy.




  • Bachelor’s degree in information systems, computer science or similar and 10 to 14 years' experience in IT or 12 - 17 years of relevant experience in lieu of a degree.
  • seven or more years in change, event, or problem management.
  • Experience developing ITSM processes.
  • Three or more years in leadership roles.
  • ITIL foundations certification
  • Able to develop expectations and provide feedback to team members.
  • Able to work in complex environments.
  • Comfortable the ambiguous nature of a startup.
  • Working knowledge of ServiceNow or Remedy.


  • Experience in ServiceNow or Remedy development.
  • Ten or more years’ experience in ITSM.
  • ITIL intermediate certifications.
  • A Master of Business Administration degree.
  • Experience developing Power BI dashboards.

Additional Information


We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We meet you where you are...wherever you are, by providing sensible remote and hybrid work arrangements. Why? Because our purpose is to reimagine how people work, learn, play and connect!

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer

Please be advised that Brightspeed (Connect Holding LLC) requires its employees to be fully vaccinated against COVID-19, subject to the Company’s legal obligations including potentially accommodating an employee’s sincerely held religious beliefs or medical condition.

More Information on Brightspeed
Brightspeed operates in the Internet of Things industry. The company is located in Charlotte, NC. Brightspeed was founded in 2022. It has 65 total employees. To see all 92 open jobs at Brightspeed, click here.
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