I&T Infrastructure Supervisor

Charlotte, North Carolina; Charlotte, Northern (NC, KY); Hybrid; USD 109,000 - 156,000; Full time

Job summary

The City of Charlotte seeks an IT Asset & Service Management Supervisor to lead enterprise Service Management and Software Asset Management functions within the Technology Operations Division. You will oversee the ITSM platform (Cherwell), governance, roadmap alignment, and administration support, with fiscal oversight of a $5 million annual budget.

You will supervise a team of six IT Coordinators, ensuring compliance, performance reporting, and continuous improvement across core IT service

Responsibilities

• Lead enterprise Service Management and Software Asset Management.
• Oversee ITSM platform governance, roadmaps, and administration.
• Develop dashboards and reports to measure service-delivery effectiveness and SLA adherence.
• Manage a team of IT Coordinators (Incident Response, Change Management, Service Portfolio, Asset Administration).

Skills

ITIL Process Governance

Software Asset Management

ITSM governance

Budget governance

Dashboards & reporting

Vendor management

Tools

Cherwell

Job description

Department: Innovation and Technology Department Salary: $108,851.00 - $156,473.59 Commensurate with Experience

Welcome to the City of Charlotte Charlotte is America’s 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

The IT Asset & Service Management Supervisor leads the City’s enterprise Service Management and Software Asset Management functions within the Technology Operations Division. This position serves as the enterprise lead for Software Asset Management (Microsoft and Adobe licensing) and ITIL Process Governance (Incident, Change, Request, and Asset). The supervisor also provides strategic oversight of the City’s IT Service Management (ITSM) platform (currently Cherwell), including governance, roadmap alignment, and administration support. The role provides fiscal and operational oversight of a $5 million annual budget. Responsibilities include software license management, ITIL process compliance, performance reporting, and continuous improvement across core IT service delivery areas. The supervisor manages a team of six IT Coordinators specializing in Incident Response, Change Management, Service Portfolio, and Asset Administration, ensuring alignment with City standards, fiscal accountability, and Technology Operations objectives.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Supervises the work of assigned personnel, including assigning and reviewing work, providing guidance, and conducting performance evaluations.
• Provides daily monitoring and supervision of the City’s IT systems and facilities to ensure efficient and effective system operations and uptime.
• Performs project planning and service delivery, including incident requests and change management.
• Addresses any issues to minimize delays and avoid affecting project success.
• Manages outside vendors and service provider performance.
• Serve as the City’s enterprise lead for Software Asset Management.
• Manage the annual license true-up, ensure compliance with licensing terms, and coordinate renewals with IT Finance and Procurement.
• Maintain audit readiness and serve as the City’s subject-matter expert on software entitlements.
• Develop and maintain dashboards and reports to measure service-delivery effectiveness, SLA adherence, and operational health.
• Track key enterprise metrics and maintain historical trend data for planning and forecasting.
• Present findings to leadership and recommend data-driven improvements that enhance service performance and accountability.
• Coordinate with other Technology Operations teams to ensure new solutions are transitioned smoothly into production support.
• Support major enterprise projects through the Transition-to-Operations framework.
• Provide escalation support for major incidents and process-related service issues.
• Oversee enterprise Service Management processes, including Incident, Problem, Change, Request, and Asset.
• Ensure policies, procedures, and workflows are documented, compliant, and consistently followed across operational teams.
• Provide governance and strategic direction for the City’s ITSM platform, including roadmap planning, application ownership, and process alignment.
• Lead process audits, maturity assessments, and improvement initiatives to enhance service stability and customer satisfaction.
• Supervise and develop a team of six IT Coordinators (Incident Response, Change Management, Service Portfolio, and Asset Administration).
• Set goals, monitor performance, and foster professional growth.
• Promote OneTeam collaboration and accountability to ensure the process maturity and service excellence.
• Provide regular coaching and performance feedback.
• Performs related work as required.

SUPERVISORY RESPONSIBILITIES

• Work requires managing and monitoring work performance of a major departmental function including making final recommendations or decisions on hiring and disciplinary actions, evaluating program/work objectives and effectiveness, and realigning work and staffing assignments, as needed.
• Complexity may be determined by level of direct supervisory responsibility.
• Establish and enforce enterprise ITIL process and ITSM platform standards.
• Make recommendations that impact citywide software-licensing compliance and financial planning.
• Determining corrective actions for process or compliance issues and prioritizing improvement initiatives.

HUMAN COLLABORATION & JOB IMPACT

• Interactions and communications may result in recommendations regarding policy development and implementation.
• May also evaluate customer satisfaction, develop cooperative associations and utilize resources to continuously improve customer satisfaction.
• The impact the job has on the City of Charlotte is significant in terms of time, money, or public/employee relations.

MINIMUM REQUIREMENTS

High School Graduate or Equivalent and nine (9) years of related work experience OR 2 Year College Degree and seven (7) years of related work experience OR Bachelor's Level Degree and five (5) year of related work experience OR Master's Level Degree and three (3) years of related work experience or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties.

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.

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.

When you join the City of Charlotte, you become part of Team Charlotte — a dedicated group of professionals working together to make a meaningful impact on our community and its future.

The City of Charlotte has more than 8,000 employees working across 19 departments to serve close to 1 million residents. From public safety and clean water to transportation, housing and an international airport, our teams deliver essential services to keep Charlotte connected, safe and empowered with opportunity for all.

As public servants, we are guided by a clear mission: to be committed to exceptional service every day. No matter the department or role, every team member plays a part in helping our city grow, thrive and meet the needs of those who rely on us.

We are a values-driven organization, working collaboratively, acting with integrity and delivering reliable results. We embrace a forward-thinking mindset, encouraging curiosity, innovation and continuous improvement.

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.

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