Team Lead - Service Management (ServiceNow)

TL;DR

Team Lead - Service Management (ServiceNow): Leading the Service Desk operations and ServiceNow platform implementation to ensure high-quality technical support for federal employees with an accent on ITIL process oversight and CMDB governance. Focus on coordinating incident resolution, mentoring a diverse technical team, and driving continuous service improvement.

Location: Remote (USA). Must be based in the US. Not hiring in: Alaska, Hawaii, California, Washington, Oregon, Colorado, Wyoming, Montana, New York, Connecticut, Vermont, Pennsylvania, Maine.

Salary: $126,147 - $159,583 USD

Company

Nonprofit member association providing health and dental benefits to millions of federal employees and retirees since 1937.

What you will do

• Supervise and mentor the Service Desk team, coordinating daily operations, workload distribution, and professional development.
• Lead ServiceNow development and implementation efforts, translating business requirements into scalable platform solutions.
• Oversee ITIL processes including Incident, Request, Change, Knowledge, Configuration, and Asset Management.
• Manage the health, accuracy, and governance of the CMDB and associated ITSM workflows.
• Track and analyze performance metrics, KPIs, and SLAs to provide actionable insights for continuous improvement.
• Act as the primary escalation point for technical and ServiceNow platform-related issues.

Requirements

• Bachelor’s degree in Computer Information Systems, Computer Science, IT, or related field (or equivalent professional experience).
• Minimum of 5 years of experience in IT Service Management, application support, or application development within an enterprise environment.
• At least 3 years of experience leading cross-functional projects or platform implementations.
• ServiceNow Certified System Administrator (CSA) certification is required.
• At least one ServiceNow Implementation certification (e.g., ITSM, CSM, HRSD Implementer) is required.
• Must have a dedicated home office with non-cellular high-speed wired internet (Fiber, DSL, or cable); hotspots and satellite internet are not allowed.

Culture & Benefits

• Health, Vision, and Dental benefits effective from day one.
• 401(k) retirement plan with dollar-for-dollar company match up to 4% plus a 6% annual company contribution.
• Generous Paid Time Off and Personal Community Enrichment Time.
• Tuition Assistance Program to support continuous learning.
• Robust employee well-being program and company-provided life/disability insurance.