Team Lead, IT Services – Incidents/Problems Management, Batch Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversees daily IT operations to guarantee system stability, availability, and performance.

• Facilitates incident and problem management in accordance with ITIL best practices.

• Engages in Batch Operations to ensure the prompt, accurate, and dependable execution of critical business workloads.

• Aids management in the recruitment, training, and development of new staff members.

• Manages 24x7 IT operations, system performance, and service availability.

• Directs incident lifecycle management activities.

• Supervises daily Incident and Problem Management tasks.

• Leads major incident response initiatives and coordinates technical teams.

• Performs root cause analysis and tracks long-term solutions for recurring issues.

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

• Ensures adherence to ITIL and IT service management best practices.

• Participates in Batch Operations activities.

• Guarantees SLA compliance and monitors ticket queue performance.

• Observes service metrics and identifies opportunities for improvement.

• Maintains ITIL-aligned processes, runbooks, and documentation.

• Assists the manager in overseeing team performance, staffing, and development.

• Collaborates with IT and business stakeholders.

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

• Provides guidance and mentorship to junior team members.

• Supports on-call rotations and takes the lead in major incident response efforts.

• Contributes to continuous improvement initiatives aligned with ITIL best practices.

⛳️ Requirements

• Associate’s degree; Bachelor’s degree preferred, along with a minimum of 3-6 years of relevant work experience or an equivalent combination of education and experience.

• ITIL Foundation and/or advanced ITIL certifications are preferred.

• Prior leadership experience is highly preferred.

• 3–6 years of experience in IT operations or service desk roles.

• Familiarity with ITIL environments.

• Knowledge of ITIL service management.

• Expertise in incident and problem management.

• Analytical mindset with a focus on continuous improvement.

• Strong communication skills and stakeholder management abilities.

• Experience with ITSM tools.

🏝️ Benefits

• Healthcare coverage.

• Paid time off (PTO).

• Paid holidays.

• 401(k) plan.

• Company-provided life insurance and disability coverage.

• Wellness options.