[Hiring] Team Lead - Service Desk @GEHA Health

Role Description

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. The Team Lead is responsible for supervising day-to-day operations of the Service Desk team, coordinating the resolution of incidents and service requests, and maintaining service quality standards. This role involves:

• Monitoring team performance
• Providing mentorship
• Ensuring adherence to service management best practices, including ITIL
• Fostering a customer-focused environment
• Driving continuous improvement
• Supporting the development of team members

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
• Proven ability to lead, mentor, and develop team members
• Strong problem-solving skills
• 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

Requirements

• ServiceNow Certified System Administrator (CSA) – required
• At least one ServiceNow Implementation certification (e.g., ITSM Implementer, CSM Implementer, HRSD Implementer, or equivalent)
• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required
• Latency (ping) response time lower than 80 ms
• Hotspots, satellite and wireless internet service is NOT allowed for this role
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

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