ITIL Supervisor: ITSM & Service Delivery Lead

Charlotte, North Carolina; Charlotte, Northern (NC, KY); Hybrid; USD 104,000 - 149,000; Full time

Job summary

Charlotte Area Transit System (CATS) is seeking an ITIL Supervisor to oversee ITSM practices across the Technology Department. You will manage incident, change, and asset governance, and lead a team ensuring reliable and auditable service operations across enterprise and OT environments.

The role collaborates with Infrastructure, Applications, Cybersecurity, and PMO teams to implement standardized governance, reporting, and continuous improvement in a growing technology organization.

Qualifications

• Bachelor’s degree in IT, Business Admin, Public Admin, 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.

Responsibilities

• IT Service Management Process Oversight: Administer ITSM practices; oversee incident, problem, and change workflows; monitor adherence and improve delivery.
• Change and Incident Governance: Supervise incident and change processes; document and approve workflows; coordinate major incident reviews.
• Asset and Lifecycle Governance: Oversee asset and licensing management; track hardware/software; support lifecycle planning.
• Knowledge Management and Documentation: Establish standards for knowledge repositories; maintain knowledge libraries; promote reuse.
• Staff Supervision and Coordination: Supervise ITSM staff; assign priorities; provide coaching.
• Service Performance Monitoring: Track metrics; develop reports; identify recurring issues; drive improvements.
• Cross-Department Collaboration: Coordinate with technical teams; support governance adoption; assist leadership.

Skills

Process Governance Leadership

Service Management Expertise

Supervisory Effectiveness

Analytical Improvement Orientation

Education

Bachelor's degree or equivalent

4 years ITSM experience

Tools

ITSM platforms

Job description

Charlotte Area Transit System (CATS) is seeking an ITIL Supervisor to oversee ITSM practices across the Technology Department. You will manage incident, change, and asset governance, and lead a team ensuring reliable and auditable service operations across enterprise and OT environments.

The role collaborates with Infrastructure, Applications, Cybersecurity, and PMO teams to implement standardized governance, reporting, and continuous improvement in a growing technology organization.