Team Lead, IT Services – Incidents/Problems Management, Batch Operations

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Healthesystems

WebsiteLinkedInAll Job Openings

201 - 500 employees

⚕️ Healthcare Insurance

🤝 B2B

Healthcare Insurance • Technology • B2B

Healthesystems is a company that specializes in transforming the workers' compensation pharmacy and ancillary benefits management experience through advanced technology, human-centered service, and industry expertise. They focus on providing an integrated experience for their customers in the realm of workers' compensation, offering services such as pharmacy management, clinical services, data analytics, and claims technology. Their commitment involves innovation and care in managing the complexities of workers' compensation claims, including the clinical and cost management of therapies and pharmaceuticals for injured workers.

📋 Description

• Leads daily IT operations to ensure system stability, availability, and performance • Drives incident and problem management in alignment with ITIL best practices • Participates in Batch Operations to ensure the timely, accurate, and reliable execution of business-critical workloads • Assists management in the selection, training and developing of new employees • Oversees 24x7 IT operations, system performance, and service availability • Leads incident lifecycle management • Oversees daily Incident and Problem Management activities • Leads major incident response efforts and coordinate technical teams • Conducts root cause analysis and track long-term fixes for recurring issues • Maintains clear communication with leadership, technical teams, and business partners • Ensures alignment with ITIL and IT service management best practices • Participates in Batch Operations activities • Ensures SLA adherence and ticket queue performance • Monitors service metrics and identify improvement opportunities • Maintains ITIL-aligned processes, runbooks, and documentation • Assists the manager in monitoring team performance, staffing, and development • Collaborates with IT and business stakeholders • Ensure accurate documentation of incidents, problem records, and changes within ITSM tools • Provide guidance and mentorship to junior team members • Support on-call rotations and lead in major incident response efforts • Contribute to continuous improvement initiatives aligned with ITIL best practices

🎯 Requirements

• Associate’s degree; Bachelor’s degree preferred, plus minimum of 3-6 years relevant work experience or equivalent combination of education and experience • ITIL Foundation and/or advanced ITIL certifications preferred • Prior leadership experience highly preferred • 3–6 years IT operations or service desk experience • Experience in ITIL environments • ITIL service management knowledge • Incident and problem management expertise • Analytical and continuous improvement mindset • Strong communication and stakeholder management • Experience with ITSM tools

🏖️ Benefits

• healthcare coverage • PTO • paid holidays • 401(k) • company-provided life insurance/disability coverage • wellness options