That’s Nice, But What’s the Job?
This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship now or in the future are not eligible for hire at this time.
In short, this is a hands-on, people-first leadership role focused on transforming an IT Systems operations team from reactive, process-heavy work into a modern, efficient, and accountability-driven function. You’ll lead a technically strong team, drive automation and process improvements, and ensure daily operations, service delivery, and team performance are aligned to real business outcomes.
In Long, as the Team Lead, IT Systems, you will be responsible for
- 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
So What Kind of Folks Are We Looking For?- You lead with accountability and aren’t afraid to set high standards and hold people to them
- You’re a coach at heart—invested in helping others grow, develop, and succeed
- You thrive in transformation environments and see legacy processes as opportunities to improve
- You bring structure and clarity to ambiguity, ensuring nothing falls through the cracks
- You communicate effectively across all levels, translating technical work into business impact
- You’re highly organized and intentional about capacity planning, prioritization, and execution
- You build trust easily and create a culture of transparency, ownership, and continuous learning
- You can balance empathy with performance expectations, especially during times of change
The Specifics.- 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
Nice To Have- ITIL Foundation certification or working knowledge of ITIL practices
- Experience with Fortra Globalscape EFT, Square9 GlobalSearch/GlobalCapture, or similar platforms
- Exposure to scripting or automation tools (PowerShell, Python, Bash)
- Experience in industries such as financial services, automotive, or multi-location retail
So What About the Perks? Perks matter
- Work From Home. Feel free to rock the casual wear while still being camera ready. You will be working from your home office (in an approved city & state) and make sure you have a conducive and quiet workspace with no distractions and reliable and secure internet.
- 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.
- But Wait, There’s More. 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!
- Gratitude is Green. We offer competitive pay across the organization, because, well… money matters!
- 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!
Anything Else? Absolutely.
Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!
