Team Lead, IT Systems Operations

Role Overview

• Leading, coaching, and developing a team of IT Associates, Specialists, and Senior Specialists through regular 1:1s, feedback, and structured growth planning
• Setting clear expectations, driving accountability, and ensuring ownership of outcomes—not just task completion
• Establishing team priorities and translating leadership direction into clear, actionable work plans
• Managing day-to-day workload across tickets, incidents, requests, projects, and operational tasks
• Monitoring and improving SLA performance through Freshservice, including reporting, review cycles, and continuous improvement
• Identifying performance gaps early and addressing them through coaching, documentation, and clear expectations
• Owning team KPIs and operational metrics, providing visibility through Smartsheet dashboards
• Conducting audits of current processes and building a roadmap to modernize, automate, and streamline operations
• Partnering with engineering and automation teams to reduce manual, repetitive work
• Standardizing documentation, runbooks, and SOPs to improve consistency and knowledge sharing
• Managing team capacity, resource allocation, and workload balancing across competing priorities
• Overseeing on-call rotations and ensuring equitable distribution of responsibilities
• Serving as the primary point of contact for stakeholders and maintaining strong cross-functional relationships
• Communicating status, risks, and priorities clearly to both technical teams and business stakeholders
• Driving adoption and continuous improvement of Freshservice and Smartsheet for operational management and reporting

Requirements

• 5+ years of experience in IT operations, systems administration, or enterprise application support
• 2+ years of people management experience leading technical teams
• Bachelor’s degree in Information Technology, Business, or a related field preferred; equivalent experience considered
• Proven track record of driving process improvement, operational efficiency, and accountability in a technical environment
• Experience managing workloads and projects using Smartsheet or similar resource management tools
• Familiarity with enterprise platforms such as secure file transfer systems, document management solutions, and business applications
• Strong capacity planning, prioritization, and resource management skills
• Experience working in cross-functional environments with multiple stakeholders.

Benefits

• Work From Home. Feel free to rock the casual wear while still being camera ready.
• Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
• 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
• Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
• Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is.
• Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
• Paid Time Off. Not just lip service: we work hard, to play hard! Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time! For our Part-timers, don't fear you get some time too...vacation time is available
• the more you work, the more you earn!