ITSM Process Team Leader

About Us

We are a leading technology solutions provider with a clear vision: to unite the power of people and technology to build a better future. Our culture is founded on a core set of values that guide how we collaborate and deliver outstanding results. As we establish a new, critical ITSM Process function, we are seeking an experienced leader to build and guide this team to success.

The Opportunity

This is a unique opportunity to build and lead a new, fully remote ITSM Process team from the ground up. We are looking for an experienced and motivational ITSM Process Team Lead to provide day-to-day operational management and mentorship for a team of four new ITSM Process Specialists.

You will be the cornerstone of this new function, responsible for not only establishing best-in-class processes but also for fostering a culture of collaboration, accountability, and continuous improvement. If you are a natural leader who is passionate about both people and process, this is the perfect role for you.

What You'll Do

• Lead & Mentor the Team: Provide direct leadership, training, and performance management for a team of ITSM Process Specialists. Foster their professional growth and act as their primary point of escalation.
  

• Oversee ITSM Operations: Coordinate and lead the core ITSM processes, including Incident, Problem, Change, Request, Knowledge, and Configuration Management across our business and for our clients.
  

• Drive Process Maturity: Develop, maintain, and continuously improve process documentation, policies, and procedures, ensuring alignment with ITIL v4 best practices.
  

• Champion Strategic Initiatives: Lead the team's involvement in new client transitions, compliance activities, and security operations to ensure seamless integration and adherence to standards.
  

• Manage Stakeholder Relationships: Collaborate effectively with internal teams, clients, and third-party vendors to embed and optimize ITSM processes and deliver exceptional service.
  

Requirements

What You'll Bring (The Must-Haves)

• Proven Leadership Experience: 5+ years in IT Service Management with demonstrated success in leading, training, and mentoring high-performing technical teams.
  

• Deep Operational Expertise: Strong background in a 24/7 operational environment with specific, hands-on experience in Major Incident Management (MIM).
  

• ITSM Framework Mastery: Extensive experience managing ITIL-based frameworks and driving process improvement initiatives across Incident, Problem, and Change Management.
  

• Exceptional Interpersonal Skills: Highly developed leadership, diplomacy, communication, and conflict resolution skills.
  

• The ability and willingness to work rotating shifts to ensure seamless coverage. This will be a permanent work-from-home position. 
  

Bonus Points (The Nice-to-Haves)

• A technical background from a role such as Service Desk, Systems Engineering, or Network Operations.
  

• ITIL v4 Foundation Certification: This is a strong plus. However, for an exceptional candidate with the right operational experience, we are open to sponsoring your certification.
  

Who You Are

• A Natural Mentor: You are passionate about developing people and empowering your team to succeed.
  

• A Strategic Thinker: You can manage day-to-day priorities while also seeing the bigger picture and driving long-term improvements.
  

• Resilient and Composed: You thrive in high-pressure environments and can lead your team with a steady hand through critical situations.