GEHA Health

GEHA Health

Team Lead - Service Management

Lee's Summit, MO

Sponsorship not specified$126k-$160kDetected 5 days ago
ComplianceCustomer SuccessCustomer SupportHIPAALeadershipCommunicationCollaborationProblem SolvingMentoring

About the role

  • Offering one of the largest health and dental benefit provider networks available to federal employees in the United States, G.E.H.A empowers health and wellness by meeting its members where they are, when they need care.
  • This role involves monitoring team performance, providing mentorship, and ensuring adherence to service management best practices, including ITIL.
  • Please note that the salary information is a general guideline only.

Responsibilities

  • The Team Lead is responsible for supervising day-to-day operations of the ServiceNow team, coordinating the resolution of incidents and service requests, and maintaining service quality standards.
  • The Team Lead fosters a customer-focused environment, drives continuous improvement, and supports the development of team members.

Requirements

  • Bachelor's degree in Computer Information Systems, Computer Science, Information Technology, or a related field.
  • At least 3 years of experience leading or contributing to projects, including working cross-functionally to successfully deliver key initiatives or platform implementations.
  • Strong experience with ServiceNow as the primary Service Management platform, including incident management, service catalog, workflow automation, reporting, and platform administration.
  • Required Certifications:
  • ServiceNow Certified System Administrator (CSA). required
  • A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
  • Education and Experience
  • Additional years of relevant professional experience may be considered in lieu of formal education.
  • Minimum of 5 years of relevant experience in IT Service Management, application support, project analysis, application development, or application programming within an enterprise environment.
  • ServiceNow and ITSM Experience
  • Demonstrated leadership in ServiceNow development and implementation efforts, including requirements gathering, configuration, testing, deployment, and post-implementation support.
  • Hands-on experience supporting or managing CMDB, Asset Management, and related ITSM processes within ServiceNow.
  • Solid understanding of ITIL principles and service management best practices, with the ability to apply them in day-to-day operations and platform design.​
  • Leadership, Skills, and Competencies
  • Proven ability to lead, mentor, and develop team members with diverse skills, experience levels, and professional backgrounds.
  • Strong problem-solving skills, with the ability to lead teams effectively in high-pressure or high-visibility situations.

Nice to have

  • Familiarity with service management tools and related technologies beyond ServiceNow is a plus.

Skills

  • Team Leadership and Supervision
  • Act as the first escalation point for technical, operational, or ServiceNow platform-related issues.
  • ServiceNow Development and Implementation Leadership
  • Provide technical leadership and guidance on ServiceNow best practices, platform capabilities, and implementation standards.
  • Ensure implementations align with platform governance, security standards, and long-term scalability.
  • Process Oversight and Improvement
  • Conduct regular audits and reviews to ensure compliance with SLAs, OLAs, and operational metrics.
  • ServiceNow and CMDB Management
  • Provide hands-on leadership and guidance in the use of the ServiceNow platform for ticketing, reporting, and automation.
  • Oversee the health, accuracy, and governance of the CMDB, ensuring configuration items (CIs) and relationships are properly maintained.
  • Metrics and Reporting
  • Monitor workloads, ticket queues, and project progress to ensure timely delivery and prioritization.

Compensation

  • Competitive pay/salary ranges

Benefits

  • Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.

Company info

  • Lead is responsible for supervising day-to-day operations of the ServiceNow team, coordinating the resolution of incidents and service requests, and maintaining service quality standards.
  • Lead fosters a customer-focused environment, drives continuous improvement, and supports the development of team members.
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This listing is sourced directly from GEHA Health's careers page and normalized into a canonical job model.