Team Lead - Service Desk

Government Employees Health Association, Inc. (G.E.H.A) is a nonprofit member association that provides health and dental benefits that millions of federal employees and retirees, military retirees and their families have counted on since 1937. Offering one of the largest health and dental benefit provider networks available to federal employees in the United States, G.E.H.A empowers health and wellness by meeting its members where they are, when they need care.

 

G.E.H.A has one mission: To empower federal workers to be healthy and well.

The Team Lead - Service Desk reports to the Manager of Service Desk and plays a key role in ensuring the delivery of high-quality technical support to end users. The Team Lead is responsible for supervising day-to-day operations of the Service Desk team, coordinating the resolution of incidents and service requests, and maintaining service quality standards. This role involves monitoring team performance, providing mentorship, and ensuring adherence to service management best practices, including ITIL. The Team Lead fosters a customer-focused environment, drives continuous improvement, and supports the development of team members.

SKILLS

Qualifications:

Education and Experience

• Bachelor’s degree in Computer Information Systems, Computer Science, Information Technology, or a related field.
• Additional years of relevant professional experience may be considered in lieu of formal education.
• Minimum of 5 years of relevant experience in IT Service Management, application support, project analysis, application development, or application programming within an enterprise environment.
• At least 3 years of experience leading or contributing to projects, including working cross-functionally to successfully deliver key initiatives or platform implementations.

ServiceNow and ITSM Experience

• Strong experience with ServiceNow as the primary Service Management platform, including incident management, service catalog, workflow automation, reporting, and platform administration.
• Demonstrated leadership in ServiceNow development and implementation efforts, including requirements gathering, configuration, testing, deployment, and post-implementation support.
• Hands-on experience supporting or managing CMDB, Asset Management, and related ITSM processes within ServiceNow.
• Solid understanding of ITIL principles and service management best practices, with the ability to apply them in day-to-day operations and platform design.​

Leadership, Skills, and Competencies

• Proven ability to lead, mentor, and develop team members with diverse skills, experience levels, and professional backgrounds.
• Strong problem-solving skills, with the ability to lead teams effectively in high-pressure or high-visibility situations.
• Experience tracking and utilizing performance metrics, KPIs, SLAs, and reporting to drive continuous improvement.
• Excellent verbal, written, and interpersonal communication skills, with a strong focus on customer service and stakeholder satisfaction.
• Ability to manage competing priorities across operational work, project delivery, and platform enhancement initiatives.
• Familiarity with service management tools and related technologies beyond ServiceNow is a plus.

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

While this is a remote opportunity, at this time G.E.H.A does not hire employees from U.S. territories or the following states: Alaska, Hawaii, California, Washington, Oregon, Colorado, Wyoming, Montana, New York, Connecticut, Vermont, Pennsylvania, Maine.

Please note that the salary information is a general guideline only.  G.E.H.A 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 hiring range for this position is $126,147 - $159,583 USD. At G.E.H.A, the current maximum salary for this role is $177,821 USD. While initial compensation may vary based on experience and qualifications, there is a path to work toward this top rate through performance and continued growth within the organization.

G.E.H.A 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. G.E.H.A 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.

G.E.H.A 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.