ITIL Service Management Supervisor

City of Charlotte; Charlotte (NC); On-site; USD 104,000 - 149,000; Full time

Benefits offered by this job

Benefits package

Drug- and alcohol-free workplace

Job summary

The City of Charlotte is seeking an ITIL Supervisor within the Charlotte Area Transit System Technology Department to oversee ITSM practices, incident management, change management, and asset management.

You will supervise ITSM staff, coordinate with Infrastructure, Applications, Cybersecurity and Program Management, and drive governance, reliability, and continuous improvement across our growing technology organization.

Qualifications

• Bachelor’s degree or equivalent experience in IT-related field.
• Four years of IT service management, technology operations, or governance experience.
• Experience coordinating or leading operational processes.
• ITIL certification or comparable service management training.
• Experience administering ITSM platforms.
• Experience supporting enterprise or public-sector organizations.
• Experience supervising staff.

Responsibilities

• Administer ITSM practices aligned with organizational standards.
• Oversee incident, problem, and change management workflows.
• Monitor service management tools and procedures.
• Supervise administration of incident and change management processes.
• Provide coaching and guidance to ITSM staff.
• Develop reports supporting leadership decision-making.

Skills

Process Governance Leadership

Service Management Expertise

Supervisory Effectiveness

Analytical Improvement Orientation

Education

Bachelor’s degree in IT or related field

Tools

ITSM platforms

Job description

The City of Charlotte is seeking an ITIL Supervisor within the Charlotte Area Transit System Technology Department to oversee ITSM practices, incident management, change management, and asset management.

You will supervise ITSM staff, coordinate with Infrastructure, Applications, Cybersecurity and Program Management, and drive governance, reliability, and continuous improvement across our growing technology organization.