Infrastructure and Systems Support - Lead

Newity•Chicago, IL

About The Position

NEWITY is seeking an Infrastructure and Systems Support Lead to manage their end-user support, business application administration, and IT operations team. This role involves coaching and working alongside a team of 4-5 specialists who support over 100 employees and their stakeholders across multiple entities. The position is ideal for a hands-on IT operations leader who excels at solving complex problems and developing team members to achieve a significant impact.

Requirements

5+ years in IT operations with at least 2 years in a management or team lead role.
Experience working end-user support or service desk functions with measurable SLA accountability.
Deep understanding of CRM systems and experience administrating CRMs, HubSpot preferred.
Hands-on proficiency in at least 3 of the following: device management/MDM, Microsoft 365 administration, HubSpot or comparable CRM, AWS WorkSpaces/VDI, or ticketing platforms (Datto RMM, ServiceNow, Zendesk).
Demonstrated experience coaching junior staff and managing performance issues constructively.
Microsoft 365 administration — Exchange, Teams, SharePoint, OneDrive.
Device management across Windows and macOS; basic networking knowledge (DNS, VPN, troubleshooting).
Familiarity with ITIL or a comparable service management framework.
Strong written communication skills for documentation, KB articles, and escalation notes.

Nice To Haves

Player coach mentality, operating both in the weeds and at a high level.
Thrives in operational roles where systems and processes can be built.
Ability to shift quickly between strategic thinking and tactical problem-solving.
Communicates clearly and preemptively, not reactively.
Holds self and others accountable to high standards.
Managing competing priorities while maintaining team focus and morale.
Thrives in a fast-paced environment with frequent priority shifts.
Ability to balance immediate execution needs with long-term strategic goals.
Experience leading through influence with cross-functional partners.

Responsibilities

Lead and develop a team of 4–5 specialists across end-user support, HubSpot administration, partner/applicant support, and TOD compliance support.
Champion data integrity by implementing CRM best practices and overseeing HubSpot requests.
Participate in HubSpot administration and support efforts.
Define, track, and improve support KPIs including ticket SLA compliance, resolution times, and user satisfaction.
Manage ticket queue health, escalation paths, and release support coverage windows.
Drive proactive operational improvements such as knowledge base articles, workflow automation, and ticket volume reduction.
Oversee vendor relationships for support tooling including Datto RMM and the ticketing platform.
Partner with Infrastructure & Cloud, Security & Compliance, and Engineering on cross-functional support issues.
Liaise with HR on employee onboarding and offboarding workflows.