Note: The job is a remote job and is open to candidates in USA. DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. As the Team Lead for IT Systems Operations, you will transform the IT operations team into a modern, efficient function, leading a technically strong team and driving automation and process improvements to align daily operations with business outcomes.
Responsibilities
- 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
Skills
- 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
- 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
Benefits
- Work From Home. Feel free to rock the casual wear while still being camera ready. You will be working from your home office (in an approved city & state) and make sure you have a conducive and quiet workspace with no distractions and reliable and secure internet.
- Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
- But Wait, There’s More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
- Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
- Tuition Reimbursement. We’re as passionate about your professional development as you are. With that, we’ll put our money where our mouth is.
- Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
- Gratitude is Green. We offer competitive pay across the organization, because, well… money matters!
- Paid Time Off. Not just lip service: we work hard, to play hard! Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time! For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn!
Company Overview