I&T Infrastructure Supervisor

charlottenc; United States; On-site; USD 109,000 - 156,000; Full time

Job summary

City of Charlotte is seeking an IT Asset & Service Management Supervisor in the Innovation and Technology Department. The role leads the enterprise Service Management and Software Asset Management functions, including governance of the ITSM platform and license entitlements.

The supervisor manages a $5 million annual budget and a team of six IT Coordinators, driving data-driven improvements, dashboards, and performance reporting to ensure service stability and accountability.

Qualifications

• Experience in IT service management and ITIL processes is desirable.
• Strong leadership and vendor management skills would be beneficial.

Responsibilities

• Supervise staff and evaluate performance.
• Oversee IT systems uptime and service delivery.
• Lead software asset management, annual license true-up, and compliance.

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 strategicdirectionforthe City’sITSMplatformincludingroadmapplanning, 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 priorit