Team Lead, IT Systems Operations

Position Overview

Team Lead, IT Systems

• 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 Fresh service, 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 Fresh service and Smartsheet for operational management and reporting.

This position does not provide sponsorship and is only available to candidates who meet all eligibility 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.

• ITIL Foundation certification or working knowledge of ITIL practices.
• Experience with Fortra Globalscape EFT, Square9 Global Search/Global Capture, or similar platforms.
• Exposure to scripting or automation tools (Power Shell, Python, Bash).
• Experience in industries such as financial services, automotive, or multi‑location retail.

• Work From Home. Works from a home office with required equipment and reliable internet.
• Medical, dental, and vision insurance. Company covers a substantial portion of premiums.
• 401(k) and company‑paid life insurance. Short‑ and long‑term disability coverage also provided.
• Growth opportunities. Commitment to professional advancement within a large organization.
• Tuition reimbursement. Financial support for continuing education.
• Wellness program. Includes self‑guided coaching, incentives, and discounts on medical premiums through engagement in wellness activities.
• Competitive pay. Salary commensurate with experience and performance.
• Paid Time Off. Includes wellness days, holidays, and vacation for full‑time employees. Part‑timers receive vacation time based on hours worked.

Hiring is contingent upon successful completion of a background and drug‑screening process. Drive Time is a drug‑free, tobacco‑free workplace and an Equal Opportunity Employer.