Help Desk Lead

Office of the Illinois State Treasurer•Springfield, IL

1d•$80,000 - $90,000

About The Position

The Help Desk Lead provides operational leadership and technical oversight for the agency’s IT Help Desk function. This position ensures timely, high-quality customer support for end users, oversees daily service desk operations, and serves as an escalation point for complex technical issues. The Help Desk Lead position coordinates staff workload, enforces service level agreements (SLAs), and supports continuous improvement of IT service delivery in alignment with agency policies, security standards, and business objectives. Attendance is an essential function of this position.

Requirements

Microsoft Operating systems
Wireless networks
Active Directory, Virtual Private Networks (VPNs) a plus
Must have the ability to look at problems analytically and research solutions
Ability to maintain satisfactory working relationships and communicate effectively with all levels of ISTO staff
Associate degree in Computer Science or related field; five (5) or more years of experience in using Microsoft Office products and five (5) years of supporting users in medium to large organizations; OR any equivalent combination of experience and training that provides the required knowledge, skills, and abilities to carry out the duties of the position.
CompTIA A+ required.

Responsibilities

Lead and coordinate daily operations of the IT Help Desk, ensuring consistent and timely support services
Supervise, mentor, and provide technical guidance to Help Desk staff
Serve as an escalation point for complex or high-impact technical issues
Monitor ticket queues, response times, and resolution metrics to ensure SLA compliance
Assign, prioritize, and balance workload among Help Desk staff
Develop, document, and maintain standard operating procedures (SOPs) and knowledge base articles
Ensure adherence to state IT policies, cybersecurity standards, and data protection requirements
Coordinate with other IT teams (infrastructure, development, security) to resolve cross-functional issues
Support onboarding and offboarding processes, including user access, equipment provisioning, and account management
Track recurring issues and recommend process improvements or system enhancements
Assist in asset management, inventory tracking, and lifecycle management of IT equipment
Participate in disaster recovery, business continuity, and after-hours support planning as required
Prepare reports and provide updates to IT leadership regarding service desk performance and trends
Performs other duties as assigned or required which are reasonably related to the duties enumerated above