IT & CRM Operations Lead

Newity•Chicago, IL

9d•Onsite

About The Position

NEWITY is seeking an IT & CRM Operations Lead to manage their end-user support, business application administration, and IT operations team. This role involves coaching a team of 4-5 specialists who support over 100 employees and stakeholders across multiple entities. The position requires a blend of hands-on technical execution, including Tier 2 helpdesk support, and CRM operations, focusing on process automation and database management. The ideal candidate is a disciplined, hands-on IT operations leader adept at solving complex problems, establishing structure and accountability, and developing team members.

Requirements

5+ years in IT operations with at least 2 years in a management or team lead role.
Proven experience handling Tier 2 helpdesk 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).
Microsoft 365 administration — Exchange, Teams, SharePoint, OneDrive.
Device management across Windows and macOS; basic networking knowledge (DNS, VPN, troubleshooting).
Demonstrated experience coaching junior staff, building team discipline, and managing performance.
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.

Responsibilities

Serve as the primary handler for Tier 2 escalated helpdesk tickets, resolving complex end-user issues across hardware, software, and connectivity.
Manage ticket queue health, escalation paths, and coverage windows to ensure SLA compliance.
Define, track, and improve support KPIs including ticket SLA compliance, resolution times, and user satisfaction.
Drive operational improvements including knowledge base articles, workflow automation, and ticket volume reduction.
Oversee vendor relationships for support tooling including Datto RMM and the ticketing platform.
Manage device support across Windows and macOS; handle networking troubleshooting including DNS and VPN.
Liaise with HR on employee onboarding and offboarding workflows.
Partner with Infrastructure & Cloud, Security & Compliance, and Engineering on cross-functional support issues.
Champion the data integrity agenda by implementing CRM best practices and overseeing HubSpot requests.
Administer and support HubSpot, including workflow and process automation, pipeline management, and data.
Design and maintain relational database structures to support business operations and reporting needs.
Identify opportunities to streamline business processes through automation and system improvements.
Support cross-functional stakeholders with CRM-related requests, reporting, and system enhancements.