Team Lead - Service Management

About the Role Team Lead - Service Desk reports to the Manager of Service Desk and plays a key role in ensuring the delivery of high-quality technical support to end users. The Team Lead is responsible for supervising day‑to‑day operations of the Service Desk team, coordinating the resolution of incidents and service requests, and maintaining service quality standards. This role involves monitoring team performance, providing mentorship, and ensuring adherence to service management best practices, including ITIL. The Team Lead fosters a customer‑focused environment, drives continuous improvement, and supports the development of team members. Team Leadership and Supervision Provide day‑to‑day supervision, mentorship, and guidance to team members with varied technical skills and experience levels, ensuring alignment with departmental goals and priorities. Lead, motivate, and develop a diverse team, fostering an inclusive, collaborative, and high‑performing work environment. Assist in scheduling, workload distribution, and resource planning to support both operational work and project‑based initiatives. Conduct regular one‑on‑one check‑ins to provide feedback, support professional development, and address performance or skill gaps. Act as the first escalation point for technical, operational, or ServiceNow platform‑related issues. Promote accountability, ownership, and continuous learning within the team. ServiceNow Development and Implementation Leadership Lead ServiceNow development and implementation efforts, including planning, design, configuration, testing, deployment, and post‑implementation support. Partner with business and IT stakeholders to translate requirements into effective ServiceNow solutions. Provide technical leadership and guidance on ServiceNow best practices, platform capabilities, and implementation standards. Coordinate and oversee work performed by team members contributing to ServiceNow configuration, integrations, workflows, and enhancements. Ensure implementations align with platform governance, security standards, and long‑term scalability. Process Oversight and Improvement Assist the manager in overseeing ITIL processes such as Incident Management, Request Management, Change Management, Knowledge Management, Configuration Management, and Asset Management. Act as a subject‑matter expert (SME) and point of contact for process adherence, ensuring consistent execution of workflows and best practices. Identify opportunities for process and platform improvements, leading initiatives to enhance efficiency, automation, and customer experience. Conduct regular audits and reviews to ensure compliance with SLAs, OLAs, and operational metrics. ServiceNow and CMDB Management Provide hands‑on leadership and guidance in the use of the ServiceNow platform for ticketing, reporting, and automation. Oversee the health, accuracy, and governance of the CMDB, ensuring configuration items (CIs) and relationships are properly maintained. Collaborate with management to enhance CMDB maturity, data quality, and usage across the organization. Metrics and Reporting Track and analyze team and platform performance metrics, including KPIs and SLAs. Provide actionable insights and recommendations to leadership to drive continuous improvement. Monitor workloads, ticket queues, and project progress to ensure timely delivery and prioritization. Customer Service and Collaboration Champion a culture of customer service excellence through professional, respectful, and solution‑oriented engagement. Collaborate with internal and external partners to resolve escalations, support implementations, and improve service outcomes. Serve as a communication bridge between technical teams, leadership, and business stakeholders. Qualifications Education: Bachelor’s degree in Computer Information Systems, Computer Science, Information Technology, or a related field. Additional years of relevant professional experience may be considered in lieu of formal education. Experience: Minimum of 5years of relevant experience in IT Service Management, application support, project analysis, application development, or application programming within an enterprise environment. At least 3years of experience leading or contributing to projects, including working cross‑functionally to successfully deliver key initiatives or platform implementations. ServiceNow and ITSM Experience: Strong experience with ServiceNow as the primary Service Management platform, including incident management, service catalog, workflow automation, reporting, and platform administration. Demonstrated leadership in ServiceNow development and implementation efforts, including requirements gathering, configuration, testing, deployment, and post‑implementation support. Hands‑on experience supporting or managing CMDB, Asset Management, and related ITSM processes within ServiceNow. Solid understanding of ITIL principles and service management best practices, with ability to apply them in day‑to‑day operations and platform design. Leadership, Skills, and Competencies: Proven ability to lead, mentor, and develop team members with diverse skills, experience levels, and professional backgrounds. Strong problem‑solving skills, with ability to lead teams effectively in high‑pressure or high‑visibility situations. Experience tracking and utilizing performance metrics, KPIs, SLAs, and reporting to drive continuous improvement. Excellent verbal, written, and interpersonal communication skills, with a strong focus on customer service and stakeholder satisfaction. Ability to manage competing priorities across operational work, project delivery, and platform enhancement initiatives. Familiarity with service management tools and related technologies beyond ServiceNow is a plus. Required Certifications ServiceNow Certified System Administrator (CSA) – required. At least one ServiceNow Implementation certification (e.g., ITSM Implementer, CSM Implementer, HRSD Implementer, or equivalent). Work‑at‑Home Requirements Must have the ability to provide a non‑cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office. A minimum standard speed for optimal performance of 30×5 (30Mbps download×5Mbps upload) is required. Latency (ping) response time lower than 80ms. Hotspots, satellite, and wireless Internet service is NOT allowed for this role. A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Benefits Competitive pay/salary ranges; incentive plan. Health/Vision/Dental benefits effective day one. 401(k) retirement plan: company match – dollar for dollar up to 4% employee contribution (pre‑tax or Roth options) plus a 6% annual company contribution. Robust employee well‑being program. Paid Time Off, Personal Community Enrichment Time, Company‑provided Basic Life and AD&D. Company‑provided Short‑Term & Long‑Term Disability. Tuition Assistance Program. EEO Statement G.E.H.A is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. G.E.H.A will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr GEHA