Team Lead – Service Management

GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.

GEHA has one mission: To empower federal workers to be healthy and well.

Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, GEHA empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization. 

The Team Lead – Service Management works under the direction of the Manager – Service Management and serves as a hands-on supervisor for a team of service developers, service administrators, and analysts. This role is responsible for overseeing day-to-day operations, providing leadership and mentorship to the team, and ensuring the delivery of world-class customer service.
The ideal candidate will have experience in IT Service Management, ITIL frameworks, and ServiceNow, with a passion for process improvement and operational excellence. They will act as a liaison between team members, the manager, and other departments to drive consistency, efficiency, and continuous improvement across all assigned processes.

SKILLS

Key Responsibilities

Team Leadership and Supervision

• Provide day-to-day supervision, mentorship, and guidance to the team, ensuring alignment with departmental goals and priorities.
• Assist in scheduling, workload distribution, and resource planning to maintain optimal service delivery.
• Conduct regular one-on-one check-ins with team members to provide feedback, support professional development, and address performance gaps.
• Act as the first escalation point for team members for technical or operational issues.
• Foster a collaborative team environment and promote the values of customer service, respect, and continuous improvement.

Process Oversight and Improvement

• Assist the manager in overseeing ITIL processes such as Incident Management, Request Management, Change Management, Knowledge Management, Configuration Management, and Asset Management.
• Act as a subject matter expert (SME) and point of contact for process adherence, ensuring team members follow established workflows and best practices.
• Identify opportunities for process improvements and work with the manager to implement changes that enhance operational efficiency and customer satisfaction.
• Conduct regular audits and reviews to ensure compliance with SLAs, OLAs, and other performance metrics.

ServiceNow and CMDB Management

• Support the team in utilizing the ServiceNow platform for logging, tracking, and resolving service tickets.
• Assist in maintaining the accuracy and health of the CMDB, ensuring it reflects current infrastructure and relationships between configuration items (CIs).
• Collaborate with the manager to identify opportunities for enriching CMDB data and improving related processes.

Metrics and Reporting

• Track and report on team performance, including KPIs and SLAs, providing insights and recommendations to the manager for continuous improvement.
• Monitor ticket queues, ensuring timely resolution and prioritization of requests and incidents.
• Participate in team meetings to review performance data, share updates, and align on goals.

Customer Service and Collaboration

• Champion a culture of customer service excellence by modeling professional, respectful, and solution-oriented interactions with stakeholders.
• Collaborate with internal and external partners to resolve escalations and improve service delivery.
• Serve as a liaison between team members and other departments to facilitate smooth communication and coordination.

Position Requirements

Education and Experience:

• Requires a bachelor’s degree in a Computer Information Services or a related field.
• Additional years of qualifying work experience may be considered in lieu of formal education.
• Requires a minimum of 5 years of relevant experience in project analysis, application development, and application programming.
• Requires 3 years of experience leading projects, including working cross-functionally to successfully deliver key initiatives.

Skills and Qualifications:

• Proven ability to lead and motivate a team in a fast-paced, customer-focused environment.
• Strong understanding of ITIL frameworks, with emphasis on processes such as Incident Management, Change Management, and Configuration Management.
• Hands-on experience with ServiceNow, including ticketing, reporting, and CMDB management.
• Analytical mindset with strong problem-solving skills and attention to detail.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to manage competing priorities and meet deadlines effectively.

Preferred Qualifications:

• ITIL Foundation certification or equivalent.
• Experience in Configuration Management, Asset Management, or Service Mapping.
• Familiarity with security operations (e.g., Vulnerability Response or Governance, Risk, and Compliance).

Core Competencies

• Leadership and team development.
• Process adherence and improvement.
• Customer service orientation.
• Communication and collaboration.
• Analytical thinking and problem-solving.

This role is a growth opportunity for individuals passionate about IT Service Management and team leadership. It provides a pathway to management positions by fostering key skills in operational oversight, mentorship, and process improvement.

Position Requirements

Education and Experience:

• Requires a bachelor’s degree in a Computer Information Services or a related field.
• Additional years of qualifying work experience may be considered in lieu of formal education.
• Requires a minimum of 5 years of relevant experience in project analysis, application development, and application programming.
• Requires 3 years of experience leading projects, including working cross-functionally to successfully deliver key initiatives.

Skills and Qualifications:

• Proven ability to lead and motivate a team in a fast-paced, customer-focused environment.
• Strong understanding of ITIL frameworks, with emphasis on processes such as Incident Management, Change Management, and Configuration Management.
• Hands-on experience with ServiceNow, including ticketing, reporting, and CMDB management.
• Analytical mindset with strong problem-solving skills and attention to detail.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to manage competing priorities and meet deadlines effectively.

Preferred Qualifications:

• ITIL Foundation certification or equivalent.
• Experience in Configuration Management, Asset Management, or Service Mapping.
• Familiarity with security operations (e.g., Vulnerability Response or Governance, Risk, and Compliance).

Core Competencies

• Leadership and team development.
• Process adherence and improvement.
• Customer service orientation.
• Communication and collaboration.
• Analytical thinking and problem-solving.

This role is a growth opportunity for individuals passionate about IT Service Management and team leadership. It provides a pathway to management positions by fostering key skills in operational oversight, mentorship, and process improvement.

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
• Latency (ping) response time lower than 80 ms
• Hotspots, satellite and wireless internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

How we value you

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan:  company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution   
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program

Please note that the salary information is a general guideline only.  GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

The annual base salary range for this position is $123,438 - $174,002 USD.

GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.

GEHA is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.