Team Lead, IT Service Mgmt

Tractor Supply • Brentwood, TN

132d

About The Position

This position is responsible for managing the day-to-day activities and development of the IT Service Management personnel, as well as coordinating all production requests and support tasks owned by the team. This position is responsible for managing service levels incident and problem management through the use of KPIs/metrics. Additional responsibilities include technical leadership, mentoring other team members, documentation, vendor management, and leading support initiatives.

Requirements

• 6+ years' experience with computers, software, and operating systems.
• 1+ year of leadership experience preferred.
• Bachelor's degree from an accredited institution preferred. Any suitable combination of education and experience will be considered.
• A+ and Net+ certification preferred.

Nice To Haves

• Knowledge of Enterprise Application Support experience.
• Familiar with ITSM Tools and Enterprise Support tools.
• Knowledge of ITIL and ITSM methods, processes, and best practices.
• Understand data integration concepts.
• Strong skills in Microsoft Office.
• Strong planning and organization skills.
• Strong written and verbal communication skills.
• Ability to conduct research into application development issues and products.

Responsibilities

• Coordinate, motivate and monitor day-to-day work and development of the IT Service Management team consisting of the Sr Analyst, IT Configuration, Sr Analyst, IT Svc Mgmt Process and Sr Engineer, IT Test Performance.
• Assist IT Operations team in facilitating the Critical Incident Resolution process to ensure proper escalations during the event.
• Work directly with IT departments to manage documentation, processes, and procedures related to department specific jobs, systems, and applications.
• Deliver status updates to the team, peers, management, and end-users.
• Coordinate with other tier 2 teams to assist in implementing monitoring, measuring, and alerting of business processes.
• Identify and report hardware and software malfunctions and engage advanced diagnostic techniques for complex problems in all environments.
• Manage and coordinate the support for all technical issues and requests and work with other IT areas for Systems Support to prioritize, document, and onboard support activities.
• Participate in 24x7 on call rotations.

Benefits

• Medical, dental, and vision coverage.
• Company-paid life and disability insurance.
• Paid parental leave.
• Tuition reimbursement.
• Family planning resources such as adoption and surrogacy assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Building Material and Garden Equipment and Supplies Dealers
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees