IT Helpdesk Technician Team Lead

Climate Pros, LLC • Glendale Heights, IL

3d • $80,000 - $100,000 • Onsite

About The Position

The IT Helpdesk Team Lead is in charge of leading support for the IT team.
Reporting to the IT Operations Manager, this role will be responsible for
aligning with overall department goals while driving the user support
experience. This is a technical, hand-on role, that will work closely with the
IT Helpdesk team to revise and create Helpdesk procedures, address ticket issues
and escalations, while assisting with the growth of the team.

Requirements

• 3+ years’ experience working in an IT Helpdesk or similar role required.
• 1+ years’ experience managing an IT Helpdesk environment.
• Active Directory and Entra.
• Windows Server administration.
• Networking, including LAN, WAN, DNS, VPN, and VLAN’s.
• Vendor and ISPs relationships.
• Microsoft 365 suite, including Exchange, Teams, SharePoint, etc.
• On-premises and cloud hosted IT infrastructure.
• PC and mobile device management systems (MDM, RMM, etc.)
• PC and mobile device hardware, including related user software.
• Hosted VOIP systems.
• Cybersecurity issue identification, remediation, and documentation.
• Hardware and software initiatives including assessments and rollout.
• Ability to triage, diagnose, and resolve tickets while maintaining SLA’s, SOP’s, and customer service.
• Proven ability to work independently and effectively manage priorities.
• Highly experienced with documenting Standard Operating Procedures (SOPs).
• Ability to travel occasionally (5%).
• Excellent Professional oral and written communication skills.
• Exceptional at explaining complex technical and security concepts to both technical and nontechnical audiences.
• Capable of standing/walking up to 50% of the day and lifting up to 50 pounds.
• Comfortable managing multiple tasks and meeting tight deadlines in a fast-paced environment.
• Legal authorization to work in the U.S. indefinitely is required.

Nice To Haves

• IT certifications such as A+, Network+, Security+, or equivalent are highly preferred.

Responsibilities

• Supervise and mentor a team of 6+ IT Helpdesk Technicians.
• Provide technical training and guidance to individual team members.
• Manage a Helpdesk software system, including assigning, prioritizing, and escalating tickets.
• Upholding team performance benchmarks such as SLAs, response time, and user satisfaction.
• Creating and managing SOPs including process improvements through training and automation.
• Collaborate with the IT Operations manager and communicate team initiatives, goals, and departmental alignment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed