Team Lead, IT Systems Operations

DriveTime•Tempe, AZ

2d•Remote

About The Position

This is a hands-on, people-first leadership role focused on transforming an IT Systems operations team from reactive, process-heavy work into a modern, efficient, and accountability-driven function. You’ll lead a technically strong team, drive automation and process improvements, and ensure daily operations, service delivery, and team performance are aligned to real business outcomes.

Requirements

5+ years of experience in IT operations, systems administration, or enterprise application support
2+ years of people management experience leading technical teams
Proven track record of driving process improvement, operational efficiency, and accountability in a technical environment
Experience managing workloads and projects using Smartsheet or similar resource management tools
Familiarity with enterprise platforms such as secure file transfer systems, document management solutions, and business applications
Strong capacity planning, prioritization, and resource management skills
Experience working in cross-functional environments with multiple stakeholders

Nice To Haves

ITIL Foundation certification or working knowledge of ITIL practices
Experience with Fortra Globalscape EFT, Square9 GlobalSearch/GlobalCapture, or similar platforms
Exposure to scripting or automation tools (PowerShell, Python, Bash)
Experience in industries such as financial services, automotive, or multi-location retail

Responsibilities

Leading, coaching, and developing a team of IT Associates, Specialists, and Senior Specialists through regular 1:1s, feedback, and structured growth planning
Setting clear expectations, driving accountability, and ensuring ownership of outcomes—not just task completion
Establishing team priorities and translating leadership direction into clear, actionable work plans
Managing day-to-day workload across tickets, incidents, requests, projects, and operational tasks
Monitoring and improving SLA performance through Freshservice, including reporting, review cycles, and continuous improvement
Identifying performance gaps early and addressing them through coaching, documentation, and clear expectations
Owning team KPIs and operational metrics, providing visibility through Smartsheet dashboards
Conducting audits of current processes and building a roadmap to modernize, automate, and streamline operations
Partnering with engineering and automation teams to reduce manual, repetitive work
Standardizing documentation, runbooks, and SOPs to improve consistency and knowledge sharing
Managing team capacity, resource allocation, and workload balancing across competing priorities
Overseeing on-call rotations and ensuring equitable distribution of responsibilities
Serving as the primary point of contact for stakeholders and maintaining strong cross-functional relationships
Communicating status, risks, and priorities clearly to both technical teams and business stakeholders
Driving adoption and continuous improvement of Freshservice and Smartsheet for operational management and reporting