Team Lead, IT Services - Remote - Incidents/Problems Management and Batch Operations

Summary: Leads daily IT operations to ensure system stability, availability, and performance. Drives incident and problem management in alignment with ITIL best practices, advancing continuous service improvement. Participates in Batch Operations to ensure the timely, accurate, and reliable execution of business-critical workloads., * Assists management in the selection, training and developing of new employees.

• Oversees 24x7 IT operations, system performance, and service availability

• Leads incident lifecycle management

• Oversees daily Incident and Problem Management activities.

• Leads major incident response efforts and coordinate technical teams.

• Conducts root-cause analysis and track long-term fixes for recurring issues.

• Maintains clear communication with leadership, technical teams, and business partners.

• Ensures alignment with ITIL and IT service management best practices

• Participates in Batch Operations activities

• Ensures SLA adherence and ticket queue performance

• Monitors service metrics and identify improvement opportunities

• Maintains ITIL-aligned processes, runbooks, and documentation

• Assists the manager in monitoring team performance, staffing, and development

• Collaborates with IT and business stakeholders

• Ensure accurate documentation of incidents, problem records, and changes within ITSM tools

• Provide guidance and mentorship to junior team members

• Support on-call rotations and lead in major incident response efforts

• Contribute to continuous improvement initiatives aligned with ITIL best practices, To facilitate working from home, and as a requirement for this role, candidates must provide their own reliable, high speed internet access with sufficient bandwidth to execute all job functions. Company laptop will be provided - (except for temporary internship roles)

Associate’s degree; Bachelor’s degree preferred, plus minimum of 3-6 years relevant work experience or equivalent combination of education and experience. ITIL Foundation and/or advanced ITIL certifications preferred. Prior leadership experience highly preferred.

Knowledge, Skills, and Abilities:

Variable work hours, including evenings and weekends, may be required due to the nature of installed technologies and utilization requirements.

Required:

• 3-6 years IT operations or service desk experience

• Experience in ITIL environments

• ITIL service management knowledge

• Incident and problem management expertise

• Analytical and continuous improvement mindset

• Strong communication and stakeholder management

• Experience with ITSM tools

Preferred:

• ITIL Foundation Certification

• CompTIA A+ Certification

• MCP Certification

• Experience managing or supervising IT operations teams.

• Background in infrastructure, applications, or service support.

Role-Based Competencies:

• Shows Drive & Initiative

• Collaboration & Teamwork

• Delivers Quality Results Timely

• Communicates Effectively

3.83.8 out of 5 stars Tampa, FL Remote $90,300 - $124,190 a year - Internship, Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Life insurance
• Disability insurance
• Paid holidays, Healthesystems offers workplace flexibility with our Work-From-Home model, and a competitive compensation and benefits package including healthcare coverage, PTO, paid holidays, 401(k), company-provided life insurance/disability coverage, wellness options, and more.