Team Lead, IT Service Mgmt

Tractor Supply Company; Brentwood (TN); On-site; USD 80,000 - 100,000; Full time

Job summary

A national retail company in Brentwood, Tennessee, is seeking an experienced candidate to manage the IT Service Management team. You will coordinate daily operations, assist in critical incident resolutions, and ensure effective communication with all stakeholders. The ideal candidate has over 6 years of IT experience and strong leadership abilities. This role offers comprehensive benefits to support team member well-being.

Benefits

Medical, dental, and vision coverage

Company-paid life and disability insurance

Tuition reimbursement

Paid parental leave

Adoption and surrogacy assistance

Qualifications

• 6+ years of experience with computers, software, and operating systems.
• 1+ year of leadership experience preferred.
• Any suitable combination of education and experience will be considered.

Responsibilities

• Coordinate, motivate and monitor the IT Service Management team.
• Assist IT Operations in the Critical Incident Resolution process.
• Deliver status updates to the team, peers, and management.
• Identify and report hardware and software malfunctions.

Skills

Leadership experience

Microsoft Office skills

Knowledge of ITIL and ITSM methods

Strong planning and organization

Strong written and verbal communication

Education

Bachelor’s degree

Tools

A+ certification

Net+ certification

UNIX

Linux

Windows

Job description

Essential Duties and Responsibilities (Min 5%)

• Coordinate, motivate and monitor day-to-day work and development of the IT Service Management team consisting of the Sr Analyst, IT Configuration, Sr Analyst, IT Svc Mgmt Process and Sr Engineer, IT Test Performance.
• Assist IT Operations team in facilitating the Critical Incident Resolution process to ensure proper escalations during the event.
• Work directly with IT departments to manage documentation, processes, and procedures related to department specific jobs, systems, and applications.
• Deliver status updates to the team, peers, management, and end-users.
• Coordinate with other tier 2 teams to assist in implementing monitoring, measuring, and alerting of business processes.
• Identify and report hardware and software malfunctions and engage advanced diagnostic techniques for complex problems in all environments.
• Manage and coordinate the support for all technical issues and requests and work with other IT areas for Systems Support to prioritize, document, and onboard support activities.
• Participate in 24x7 on call rotations.

Required Qualifications

Experience: 6+ years’ experience with computers, software, and operating systems. 1+ year of leadership experience preferred.

Education: Bachelor’s degree from an accredited institution preferred. Any suitable combination of education and experience will be considered.

Professional Certifications: A+ and Net+ certification preferred.

High Demand IT Specialized skills:

Platform knowledge (UNIX, Linux, Windows): UNIX, Linux, Windows.

Preferred knowledge, skills or abilities

• Knowledge of Enterprise Application Support experience
• Familiar with ITSM Tools and Enterprise Support tools
• Knowledge of ITIL and ITSM methods, processes, and best practices.
• Understand data integration concepts.
• Strong skills in Microsoft Office.
• Strong planning and organization skills.
• Strong written and verbal communication skills.
• Ability to conduct research into application development issues and products.

Working Conditions

• Normal office working conditions

Physical Requirements

• Standing (not walking)
• Walking
• Reaching overhead
• Lifting up to 50 pounds

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.

Company Info

At Tractor Supply and Petsense by Tractor Supply, our Team Members are the heart of our success. Their dedication, passion, and hard work drive everything we do, and we are committed to supporting them with a comprehensive and accessible total reward package. We understand the evolving needs of our Team Members and their families, and we strive to offer meaningful, competitive, and sustainable benefits that support their well-being today and in the future.

Our benefits extend beyond medical, dental, and vision coverage, including company-paid life and disability insurance, paid parental leave, tuition reimbursement, and family planning resources such as adoption and surrogacy assistance, for all full-time Team Members and all part-time Team Members. Part time new hires gain eligibility for TSC Benefits by averaging at least 15 hours per week during their 90-day lookback period. The lookback period starts the first of the month following the date of hire. If the 15-hour requirement was met, the benefits eligibility date will be the first day of the month following 4 months of continuous service.

Please visit this information about the benefits and leave policies applicable to the position you’re applying for.

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Our Mission and Values are more than just words on the wall - they’re the one constant in an ever-changing environment and the bedrock on which we build our culture. They\'re the core of who we are and the foundation of every decision we make. It’s not just what we do that sets us apart, but how we do it.

We believe in managing your time for business and personal success, which is why we empower our Team Members to lead balanced lives through our benefits and total rewards offerings. For full-time and eligible part-time TSC and Petsense Team Members. We care about what you care about!

A lot of care goes into providing legendary service at Tractor Supply Company, which is why our Team Members are our top priority. Want a career with a clear path for growth? Your Opportunity is Out Here at Tractor Supply and Petsense.