Team Lead, IT Service Mgmt

Overall Job Summary

This position is responsible for managing the day-to-day activities and development of the IT Service Management personnel, as well as coordinating all production requests and support tasks owned by the team.  This position is responsible for managing service levels incident and problem management through the use of KPIs/metrics.  Additional responsibilities include technical leadership, mentoring other team members, documentation, vendor management, and leading support initiatives. 

Essential Duties and Responsibilities (Min 5%)

• Coordinate, motivate and monitor day-to-day work and development of the IT Service Management team consisting of the Sr Analyst, IT Configuration, Sr Analyst, IT Svc Mgmt Process and Sr Engineer, IT Test Performance.
• Assist IT Operations team in facilitating the Critical Incident Resolution process to ensure proper escalations during the event. 
• Work directly with IT departments to manage documentation, processes, and procedures related to department specific jobs, systems, and applications. 
• Deliver status updates to the team, peers, management, and end-users. 
• Coordinate with other tier 2 teams to assist in implementing monitoring, measuring, and alerting of business processes. 
• Identify and report hardware and software malfunctions and engage advanced diagnostic techniques for complex problems in all environments. 
• Manage and coordinate the support for all technical issues and requests and work with other IT areas for Systems Support to prioritize, document, and onboard support activities. 
• Participate in 24x7 on call rotations. 

Required Qualifications

Experience: 6+ years’ experience with computers, software, and operating systems.  1+ year of leadership experience preferred. 

Education: Bachelor’s degree from an accredited institution preferred.  Any suitable combination of education and experience will be considered.  

Professional Certifications: A+ and Net+ certification preferred. 

High Demand IT Specialized skills:  

Platform knowledge (UNIX, Linus, Windows): 
 

Preferred knowledge, skills or abilities

• Knowledge of Enterprise Application Support experience 
• Familiar with ITSM Tools and Enterprise Support tools 
• Knowledge of ITIL and ITSM methods, processes, and best practices.  
• Understand data integration concepts. 
• Strong skills in Microsoft Office.
• Strong planning and organization skills.
• Strong written and verbal communication skills.
• Ability to conduct research into application development issues and products. 

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position.  It is not intended to represent a comprehensive list of responsibilities.  A team member should perform all duties as assigned by his/ her supervisor.

Company Info

At Tractor Supply and Petsense by Tractor Supply, our Team Members are the heart of our success. Their dedication, passion, and hard work drive everything we do, and we are committed to supporting them with a comprehensive and accessible total reward package. We understand the evolving needs of our Team Members and their families, and we strive to offer meaningful, competitive, and sustainable benefits that support their well-being today and in the future.
Our benefits extend beyond medical, dental, and vision coverage, including company-paid life and disability insurance, paid parental leave, tuition reimbursement, and family planning resources such as adoption and surrogacy assistance, for eligible Team Members. While all Team Members have access to a broad range of rewards, eligibility and specific offerings may vary depending on the role, individual plan requirements and eligibility criteria.