IT Service Desk Lead Level 2

Job Title: IT Service Desk Lead Level 2
Primary Location: Chicagos Northwest Suburbs 4-5 Days On-Site
Position Type: Direct Hire

The expected salary range for this position is $65000 - $85000 per year depending on experience and qualifications.

Overview
Service Desk Team Lead with our premier global client! This is a Direct Hire role based on-site in Chicagos Northwest Suburbs of Illinois.

The Service Desk Team Lead is responsible for overseeing IT support operations managing a team of analysts and ensuring high-quality end-user computing experiences. This role requires a strategic mindset technical expertise and strong leadership to drive continuous improvement and efficient IT service delivery.

What You Bring to the Role. (Ideal Experience)

• Minimum of 3 years of IT support experience with at least 2 years in a leadership role.
• Bachelors degree in IT Computer Science or a related field.
• Advanced hands-on experience with O365 Windows OS and laptop hardware/software.
• Expertise in Microsoft Intune software deployment and centralized management technology.
• Strong ITIL framework knowledge and experience with ITSM tools.
• Experience with remote support technologies and end-user device management.
• Strong analytical communication and customer service skills to manage stakeholder expectations.
• Comfortable working with executives and handling high-pressure IT support escalations.
• Experience with cloud platforms (Azure AWS) and identity access management (IAM) is a plus.
• Relevant certifications (e.g. ITIL CompTIA A Microsoft certifications) are preferred.

• Manage the IT Service Desk team including performance evaluations training and scheduling.
• Oversee ticketing system operations and ensure timely resolution of support requests.
• Establish and enforce service level agreements (SLAs) in collaboration with stakeholders.
• Monitor and analyze help desk trends to improve IT service delivery and create actionable reports.
• Lead end-user computing initiatives including software installation hardware upgrades and system configuration.
• Develop and implement end-user training programs to enhance technology adoption.
• Act as the escalation point for complex IT issues and high-priority incidents.
• Drive continuous improvement through IT service management best practices (ITIL frameworks).
• Create and update Standard Operating Procedures (SOPs) for IT service delivery.
• Communicate IT updates best practices and troubleshooting tips to end users.
• Collaborate with cross-functional IT teams to ensure seamless technical support.
• Manage projects related to service desk improvements and end-user computing initiatives.
• Support a large-scale IT environment (3000 users multiple domains O365 tenants).
• Ensure compliance with security best practices including endpoint detection and response tools.

Compensation Information
The expected salary range for this position is $65000 - $85000 per year depending on experience and qualifications. This role also qualifies for comprehensive benefits such as health insurance 401(k) and paid time off. Committed to pay transparency and equal opportunity. The salary range provided is in compliance with applicable state and federal regulations.

This role requires authorization to work in the U.S. without current or future visa sponsorship.

All offers are contingent upon the completion of a background check which may include but is not limited to reference checks education verification employment verification drug testing criminal records checks and any required certifications or compliance requirements based on the end clients background check policies and applicable laws.

If applying for this role - Please take each key point and provide number of years experience and what you would rate yourself 1 thru 10 (10 being expert) for each key point. Send your resume and notes on the role to expediate our recruiting services.