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. Note: we are unable to hire in every state 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) Healthesystems California Prospective Employee Privacy Notice