I&T Infrastructure Supervisor

City of Charlotte•Charlotte, NC

About The Position

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.

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.

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.
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.
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.
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.