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

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.

Healthesystems welcomes candidates from these states

AL, AZ, CO, FL, GA, ID, IN, LA, MD, MS, MO, NC, OH, OK, PA, SC, TN, TX, UT, VA

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.

Key Responsibilities: “To simplify complexities for each customer.”

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

Qualifications/Education/Certifications

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

Job Knowledge & Skills

Physical Demands/Working Conditions

Duties are performed primarily in a home office setting utilizing computer equipment. Travel to attend meetings and visit locations throughout the country may be required. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands. The employee is occasionally required to stand and walk. *** Job descriptions will be reviewed and are subject to changes of business necessity. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Pay is based on several factors including but not limited to education, work experience, certifications, geographical cost of labor, etc. In addition to base pay, Healthesystems offers a comprehensive benefits package including, health, dental, vision, disability and life insurance, wellness resources, recognition programs, 401k contribution, and PTO & Holiday pay (all subject to eligibility requirements). Applicable statutory benefits also provided, including the Colorado HFWA. https://healthesystems.com/careers/

Anticipated Starting Pay Range

$90,300 , $124,190 USD

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)

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