Team Lead - Service Management

Role Description

The Team Lead – ServiceNow Platform works under the direction of the Manager – Service Management and provides hands-on leadership for a team of ServiceNow developers, administrators, analysts, and support specialists. This role is responsible for the administration, development, support, and continuous improvement of the ServiceNow platform, ensuring alignment with business objectives, governance standards, and best practices. The Team Lead drives the delivery and optimization of ServiceNow processes and capabilities, including:

• Incident Management
• Request Management
• Change Management
• Problem Management
• Knowledge Management
• CMDB
• Service Catalog
• Asset Management
• Platform integrations

While serving as a key liaison between business stakeholders, leadership, and technical teams to promote operational excellence, platform stability, process consistency, and continuous improvement.

Qualifications

• Bachelor’s degree in Computer Information Systems, Computer Science, Information Technology, or a related field.
• Minimum of 5 years of relevant experience in IT Service Management, application support, project analysis, application development, or application programming within an enterprise environment.
• At least 3 years of experience leading or contributing to projects, including working cross-functionally to successfully deliver key initiatives or platform implementations.
• Strong experience with ServiceNow as the primary Service Management platform.
• Demonstrated leadership in ServiceNow development and implementation efforts.
• Hands-on experience supporting or managing CMDB, Asset Management, and related ITSM processes within ServiceNow.
• Solid understanding of ITIL principles and service management best practices.

Requirements

• Proven ability to lead, mentor, and develop team members with diverse skills and experience levels.
• Strong problem-solving skills, with the ability to lead teams effectively in high-pressure situations.
• Experience tracking and utilizing performance metrics, KPIs, SLAs, and reporting to drive continuous improvement.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to manage competing priorities across operational work, project delivery, and platform enhancement initiatives.
• Familiarity with service management tools and related technologies beyond ServiceNow is a plus.

Benefits

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan: company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program