Team Lead, IT Systems Operations

Requirements

• 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 camer

Additional Information

What's Under the Hood DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership. The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle. 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

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