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

Healthesystems

Leads daily IT operations ensuring system stability, availability, and performance at Healthesystems. Drives incident and problem management while participating in Batch Operations.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $90,300 - $124,190 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Operations Management, focusing on system stability, incident and problem management, and adherence to ITIL best practices. Proven ability to lead teams, mentor junior members, and drive continuous improvement initiatives.

Highest-signal resume keywords

ITIL Service Management KnowledgeIncident And Problem Management ExpertiseITSM Tools ExperienceLeadership ExperienceAnalytical And Continuous Improvement Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Operations ManagementIncident Lifecycle ManagementRoot Cause AnalysisBatch OperationsService Level Agreement (SLA) AdherencePerformance MonitoringDocumentation ManagementContinuous Improvement InitiativesTechnical Team CoordinationProblem Records Management

Soft Skills

Strong CommunicationStakeholder ManagementMentorshipTeam Performance MonitoringCollaboration

Tools & Technologies

ITSM Tools

Certifications & Qualifications

ITIL Foundation CertificationAdvanced ITIL Certifications

Industry Keywords

ITIL Best PracticesService AvailabilitySystem PerformanceIncident ManagementProblem Management

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Leads daily IT operations to ensure system stability, availability, and performance
Drives incident and problem management in alignment with ITIL best practices
Participates in Batch Operations to ensure the timely, accurate, and reliable execution of business-critical workloads
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

Requirements

What you’ll need

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
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

Benefits

Comp & perks

healthcare coverage
PTO
paid holidays
401(k)
company-provided life insurance/disability coverage
wellness options