Team Lead - Service Management

About the role

The Team Lead - Service Desk reports to the Manager of Service Desk and plays a key role in ensuring the delivery of high-quality technical support to end users. 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.
• Coordinate and oversee 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.
• Assist the manager in overseeing ITIL processes such as Incident Management, Request Management, Change Management, Knowledge Management, Configuration Management, and Asset Management.
• Act as a subject matter expert (SME) and point of contact for process adherence, ensuring consistent execution of workflows and best practices.
• Identify opportunities for process and platform improvements, leading initiatives to enhance efficiency, automation, and customer experience.
• Conduct regular audits and reviews to ensure compliance with SLAs, OLAs, and operational metrics.
• 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.
• Champion a culture of customer service excellence through professional, respectful, and solution-oriented engagement.
• Collaborate with internal and external partners to resolve escalations, support implementations, and improve service outcomes.
• Serve as a communication bridge between technical teams, leadership, and business stakeholders.

  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.