IT Infrastructure Library Supervisor
About The Position
The IT Infrastructure Library (ITIL) Supervisor oversees implementation and administration of IT service management (ITSM) practices for the Charlotte Area Transit System (CATS) Technology Department. This position ensures consistent processes governing incident management, change management, asset management, knowledge management, and service operations across enterprise and operational technology environments. The role supervises staff responsible for technology governance administration and promotes standardized practices that improve reliability, accountability, and service quality. The ITIL Supervisor works collaboratively with Infrastructure, Applications, Cybersecurity, and Program Management teams to establish repeatable and measurable operational practices supporting a growing and increasingly independent technology organization. Working under general direction, this position exercises professional judgment in supervising staff and improving service management processes.
Requirements
- Bachelor’s degree in Information Technology, Business Administration, Public Administration, 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.
Nice To Haves
- 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.
- Ensure consistent use of service management tools and procedures.
- Monitor process adherence across technology teams.
- Recommend improvements enhancing service delivery effectiveness.
- Supervise administration of incident and change management processes.
- Ensure proper documentation and approval workflows.
- Support coordination of major incident reviews.
- Promote structured risk evaluation during system changes.
- Maintain operational accountability practices.
- Oversee technology asset and licensing management activities.
- Ensure accurate tracking of hardware, software, and subscriptions.
- Support lifecycle planning and compliance tracking.
- Coordinate asset governance with infrastructure and applications teams.
- Establish standards for knowledge repositories and documentation practices.
- Supervise maintenance of technology knowledge libraries.
- Promote reuse of institutional knowledge.
- Improve accessibility of operational documentation.
- Supervise ITSM administrative staff.
- Assign work priorities and review performance.
- Provide coaching and guidance.
- Ensure consistent execution of governance responsibilities.
- Track service management metrics and trends.
- Develop reports supporting leadership decision-making.
- Identify recurring operational issues.
- Support continuous improvement initiatives.
- Coordinate with technical teams implementing process standards.
- Serve as subject matter resource for ITSM practices.
- Support organizational adoption of governance practices.
- Assist leadership in operational maturity initiatives.
Benefits
- Comprehensive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Manager
