Team Lead, IT Systems Operations

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

📋 Description

• Leading, mentoring, and developing a team of IT Associates, Specialists, and Senior Specialists through regular one-on-one meetings, constructive feedback, and structured growth planning.

• Establishing clear expectations, promoting accountability, and ensuring ownership of results rather than mere task completion.

• Setting team priorities and converting leadership directives into precise, actionable work plans.

• Overseeing daily workloads across tickets, incidents, requests, projects, and operational tasks.

• Monitoring and enhancing SLA performance via Freshservice, including reporting, review cycles, and ongoing improvement initiatives.

• Early identification of performance gaps and addressing them through coaching, documentation, and clear expectations.

• Owning team KPIs and operational metrics, providing visibility through Smartsheet dashboards.

• Conducting audits of existing processes and creating a roadmap to modernize, automate, and optimize operations.

• Collaborating with engineering and automation teams to minimize manual, repetitive tasks.

• Standardizing documentation, runbooks, and SOPs to enhance consistency and knowledge sharing.

• Managing team capacity, resource allocation, and workload distribution across competing priorities.

• Overseeing on-call rotations and ensuring equitable distribution of duties.

• Acting as the primary liaison for stakeholders while fostering strong cross-functional relationships.

• Clearly communicating status updates, risks, and priorities to both technical teams and business stakeholders.

• Promoting the adoption and continuous improvement of Freshservice and Smartsheet for effective operational management and reporting.

⛳️ Requirements

• 5+ years of experience in IT operations, systems administration, or enterprise application support.

• 2+ years of managerial experience leading technical teams.

• A Bachelor's degree in Information Technology, Business, or a related field is preferred; equivalent experience will be considered.

• Demonstrated success in driving process improvements, operational efficiency, and accountability within a technical environment.

• Experience managing workloads and projects using Smartsheet or similar resource management tools.

• Familiarity with enterprise platforms such as secure file transfer systems, document management solutions, and business applications.

• Strong skills in capacity planning, prioritization, and resource management.

• Experience collaborating in cross-functional environments with multiple stakeholders.

🏝️ Benefits

• Work From Home. Enjoy the flexibility of casual attire while remaining camera-ready.

• Medical, dental, and vision coverage! DriveTime Family of Brands covers a significant portion of insurance premiums to ensure our employees receive top-tier healthcare.

• 401(K), company-paid life insurance policy, and short and long-term disability coverage, among other benefits.

• Growth Opportunities. Your growth is our growth! DriveTime Family of Brands is dedicated to offering every opportunity for professional advancement, with over 1,000 promotions each year.

• Tuition Reimbursement. We share your passion for professional development, and we’ll invest in your future.

• Wellness Program. Health is wealth! This program includes self-guided coaching, fun activities, cash incentives, and discounts on medical premiums.

• Paid Time Off. We truly believe in work-life balance! Paid time off includes wellness days, holidays, and personal time for full-time roles. Part-timers also receive vacation time—the more you work, the more you earn!