REMOTE - IT Service Management (ITSM) Lead

Job Description

An energy provider is seeking a remote or onsite (Denver or Minneapolis) IT Service Management Lead to help ensure the reliability, stability, and uptime of critical IT services, applications, systems, and networks. This individual will play a key role during major incidents, maintenance activities, and system changes by coordinating across teams to reduce service disruptions and quickly restore operations when issues occur.

The ideal candidate will have a strong background in Incident, Change, and Problem Management, along with experience driving continuous improvement, managing operational risk, and collaborating with both technical and business stakeholders. This role requires the ability to make informed decisions during high-impact situations while maintaining clear communication across all levels of the organization.

Key Responsibilities:

• Lead efforts to maintain service availability and minimize downtime across IT environments.
• Support and guide incident response, change management, and problem management processes.
• Analyze operational risks and identify opportunities to improve system reliability and performance.
• Partner with internal teams and external vendors to evaluate solutions and recommend improvements.
• Assist with requirements gathering, testing, deployments, and overall solution delivery.
• Conduct system health reviews and provide recommendations for upgrades, lifecycle planning, and decommissioning activities.
• Collaborate with business partners to align technology solutions with operational needs.
• Drive process improvements using Agile, Lean, and ITIL best practices.
• Communicate effectively with stakeholders across multiple business units and leadership levels.

Compensation: $43/hr to $45/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.

Skills and Requirements

• 4-5+ years of IT service management lead experience -Strong analytical and problem-solving skills

• Experience identifying risks, driving continuous improvement, and implementing innovative solutions.

• Willingness to participate in on-call rotations and off-hours support as needed.

• ITIL certification

• Product Manager certification

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].