Infrastructure and Systems Support - Lead
NEWITY LLC•Chicago, IL
•$80,000 - $120,000
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 ideal candidate is 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: 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 and operate both in the weeds and at a high level
- Thrive in operational roles where you can build systems and processes
- Ability to shift quickly between strategic thinking and tactical problem-solving
- Communicate clearly and preemptively, not reactively
- Hold yourself and others accountable to high standards
- Managing competing priorities while maintaining team focus and morale
- Navigating a fast-paced environment with frequent priority shifts
- Balancing immediate execution needs with long-term strategic goals
- 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 agenda 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 — 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
Benefits
- Base Rate: $80,000-120,000 per year + performance bonus
- Comprehensive health, dental, and vision insurance
- Retirement plan with company contribution
- Paid time off and holidays
- Professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
