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IT Service & Collaboration Team Lead

  • Location: Sauk City, Wisconsin
  • Type: Contract To Hire
  • Job #2920

Do have a passion for innovation and driving IT improvement? Are you leader and looking for opportunities to improve the experiences of internal and external partners? If so, Carex’s partner has the opportunity for you!

Our partner is seeking an IT professional to join their team as IT Service & Collaboration Team Lead! This position will champion service management processes, ensuring continual delivery of high-quality IT services, driving a positive impact for end users. Also, as a change agent, drives IT service management and collaboration initiatives, ensuring IT understands requirements for solutions to maximize the benefits of technology that support and further organizational goals.


This is a Contract-to-Hire or Direct Hire position. 


  • Ability to develop a consultative relationship with executive leaders, management, and business units to influence decision making and strategy
  • Encouragement to “think outside the box” to do things differently and drive innovation and efficiency across the organization in a fast-paced, iterative manner
  • Full-time virtual, telecommuting, work from home environment available

What you’ll do:

  • Establish, maintain and evolve core IT service delivery processes including but not limited to change, asset, incident, event, and problem management disciplines.
    • Build & prioritize roadmaps for long-range planning for IT service management & delivery.
    • Ensure all processes are enabled for agility and services are designed with security, audit, compliance, cost, and availability in mind. Establish process governance, measures, and metrics to monitor quality and service levels.
    • Identify and coordinate improvement opportunities; facilitate implementation of new or changed service delivery processes.
    • Provide expertise and technical support for service management and collaboration solution configuration; support user adoption through education and training. Mentor staff and service owners to grow service management understanding and adherence.
  • Partner with stakeholders to leverage the broader IT organization to recommend and implement change through effective use of business and process analysis techniques.
    • Gather, document and analyze requirements, objectives and goals. Lead and coordinate the investigation of business impacting problems to determine appropriate actions; identify and recommend solutions.
    • Communicate IT-related changes, enhancements, and modifications to management, peers, staff, and other employees so that issues and solutions are clearly understood.
  • Incorporate collaboration technology services to enable employee collaboration in business processes and within organizational units and project teams.
  • Drive innovation, process improvement and best practices within IT and to related areas within the organization for service management and solution delivery.

What you’ll bring:

  • Bachelor’s degree in information technology or related field
  • 6+ years of experience in managing and/or implementing complex IT Service Management (ITSM) use cases and process. Experience implementing and maturing service management processes and practices within an organization.
  • Experience working with service management tools (e.g., ServiceNow), preferably as an administrator or process lead.
  • 2+ years of project management experience serving as a team, technical and/or delivery lead or business analyst. Thorough understanding of Agile methodologies, values, and procedures.
  • Experience leading change initiatives with heavy technology component leveraging change management methodologies and tools. Proven experience leveraging agile and/or lean six sigma approaches to create and execute process improvement or automation initiatives.
  • Create strong relationships and provide positive experiences for staff and leaders.
  • Excellent meeting facilitation and negotiation skills
  • Superior communication skills with the ability to effectively interact with multiple levels of an organization.
  • Ability to think both strategically and tactically, with strong analytical and problem-solving skills.

This full-time position will have the opportunity to work remotely as a telecommuter. Hardware and equipment will be provided by the company, but candidates must have access to a wired high-speed, non-satellite Internet connection to successfully work from home.


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