Department: Charlotte Area Transit System Department

Salary: $103,669.00 - $149,023.89 Commensurate with Experience

SUMMARY
The IT Infrastructure Library (ITIL) Supervisor oversees implementation and administration of IT service management (ITSM) practices for the Charlotte Area Transit System (CATS) Technology Department. This position ensures consistent processes governing incident management, change management, asset management, knowledge management, and service operations across enterprise and operational technology environments.

The role supervises staff responsible for technology governance administration and promotes standardized practices that improve reliability, accountability, and service quality. The ITIL Supervisor works collaboratively with Infrastructure, Applications, Cybersecurity, and Program Management teams to establish repeatable and measurable operational practices supporting a growing and increasingly independent technology organization. Working under general direction, this position exercises professional judgment in supervising staff and improving service management processes.

Major Duties and Responsibilities:

The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.

IT Service Management Process Oversight

• Administer ITSM practices aligned with organizational standards.
• Oversee incident, problem, and change management workflows.
• Ensure consistent use of service management tools and procedures.
• Monitor process adherence across technology teams.
• Recommend improvements enhancing service delivery effectiveness.

Change and Incident Governance

• Supervise administration of incident and change management processes.
• Ensure proper documentation and approval workflows.
• Support coordination of major incident reviews.
• Promote structured risk evaluation during system changes.
• Maintain operational accountability practices.

Asset and Lifecycle Governance

• Oversee technology asset and licensing management activities.
• Ensure accurate tracking of hardware, software, and subscriptions.
• Support lifecycle planning and compliance tracking.
• Coordinate asset governance with infrastructure and applications teams.

Knowledge Management and Documentation

• Establish standards for knowledge repositories and documentation practices.
• Supervise maintenance of technology knowledge libraries.
• Promote reuse of institutional knowledge.
• Improve accessibility of operational documentation.

Staff Supervision and Coordination

• Supervise ITSM administrative staff.
• Assign work priorities and review performance.
• Provide coaching and guidance.
• Ensure consistent execution of governance responsibilities.

Service Performance Monitoring

• Track service management metrics and trends.
• Develop reports supporting leadership decision-making.
• Identify recurring operational issues.
• Support continuous improvement initiatives.

Cross-Department Collaboration

• Coordinate with technical teams implementing process standards.
• Serve as subject matter resource for ITSM practices.
• Support organizational adoption of governance practices.
• Assist leadership in operational maturity initiatives.

Core Competencies:

The position requires demonstrated competency in the following areas

Process Governance Leadership

Ensures operational activities follow structured and sustainable processes.

• Establishes consistency.
• Maintains accountability.
• Improves repeatability.

Service Management Expertise

Applies ITSM principles improving organizational performance.

• Aligns practices with outcomes.
• Promotes service reliability.
• Supports operational transparency.

Supervisory Effectiveness

Guides administrative staff performing governance functions.

• Provides clear direction.
• Develops staff capability.
• Maintains performance standards.

Analytical Improvement Orientation

Uses operational data to enhance service delivery.

• Evaluates trends.
• Identifies inefficiencies.
• Implements improvements.

Supervision Given to:

• Data / Knowledge Library Administrator
• IT Contracts Administrator
• IT Asset Management & Licensing Administrator
• ITIL Incident & Change Management Administrator

Minimum Qualifications:

• Bachelor's degree in Information Technology, Business Administration, Public Administration, or related field; or equivalent experience.
• Four (4) years experience in IT service management, technology operations support, or governance functions.
• Experience coordinating or leading operational processes.

Preferred Qualifications:

• ITIL certification or comparable service management training.
• Experience administering ITSM platforms.
• Experience supporting enterprise or public-sector organizations.
• Experience supervising staff.

Knowledge, Skills and Abilities:

Knowledge of:

• IT service management frameworks and practices.
• Incident and change management processes.
• Technology asset lifecycle management.
• Organizational workflow design principles.
• Documentation and knowledge management practices.

Skill in:

• Supervising administrative or operational staff.
• Managing process workflows and standards.
• Analyzing service performance data.
• Facilitating cross-functional coordination.
• Developing procedural documentation.

Ability to:

• Promote adoption of standardized practices.
• Balance governance with operational flexibility.
• Communicate effectively with technical and administrative staff.
• Identify improvement opportunities proactively.
• Maintain organizational alignment across teams.

Working Environment and Physical Demands:

• Work performed primarily in office environments.
• Frequent collaboration across departments.
• Requires extended computer use and meetings.

HOW TO APPLY

Apply online.

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.