Team Lead - Service Management

About the role

The Team Lead is responsible for supervising day-to-day operations of the ServiceNow team, coordinating the resolution of incidents and service requests, and maintaining service quality standards. This role involves monitoring team performance, providing mentorship, and ensuring adherence to service management best practices, including ITIL.

Responsibilities

• Provide day-to-day supervision, mentorship, and guidance to team members with varied technical skills and experience levels, ensuring alignment with departmental goals and priorities.
• Lead, motivate, and develop a diverse team, fostering an inclusive, collaborative, and high-performing work environment.
• Aid in scheduling, workload distribution, and resource planning to support both operational work and project-based initiatives.
• Conduct regular one-on-one check-ins to provide feedback, support professional development, and address performance or skill gaps.
• Act as the first escalation point for technical, operational, or ServiceNow platform-related issues.
• Promote accountability, ownership, and continuous learning within the team.
• Lead ServiceNow development and implementation efforts, including planning, design, configuration, testing, deployment, and post-implementation support.
• Partner with business and IT stakeholders to translate requirements into effective ServiceNow solutions.
• Provide technical leadership and guidance on ServiceNow best practices, platform capabilities, and implementation standards.
• Cookordination and oversight of work performed by team members contributing to ServiceNow configuration, integrations, workflows, and enhancements.
• Ensure implementations align with platform governance, security standards, and long-term scalability.
• Provide hands-on leadership and guidance in the use of the ServiceNow platform for ticketing, reporting, and automation.
• Oversee the health, accuracy, and governance of the CMDB, ensuring configuration items (CIs) and relationships are properly maintained.
• Collaborate with management to enhance CMDB maturity, data quality, and usage across the organization.
• Track and analyze team and platform performance metrics, including KPIs and SLAs.
• Provide actionable insights and recommendations to leadership to drive continuous improvement.
• Monitor workloads, ticket queues, and project progress to ensure timely delivery and prioritization.

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, including incident management, service catalog, workflow automation, reporting, and platform administration.
• Demonstrated leadership in ServiceNow development and implementation efforts, including requirements gathering, configuration, testing, deployment, and post-implementation support.
• 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, with the ability to apply them in day-to-day operations and platform design.
• Proven ability to lead, mentor, and develop team members with diverse skills, experience levels, and professional backgrounds.
• Strong problem-solving skills, with the ability to lead teams effectively in high-pressure or high-visibility situations.
• Experience tracking and utilizing performance metrics, KPIs, SLAs, and reporting to drive continuous improvement.
• Excellent verbal, written, and interpersonal communication skills, with a strong focus on customer service and stakeholder satisfaction.
• 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.