Lead IT Site Owner (Managed Services - Service Desk) HIRING ASAP

TEKsystems • Berwyn, IL

8d • $50 - $55 • Onsite

About The Position

The IT Lead (Site IT Owner) oversees onsite IT operations supporting a large enterprise environment and serves as the site's primary technology representative and operational owner. The role leads desktop and infrastructure support teams and partners with client stakeholders, leadership, and internal service delivery organizations. It is the senior escalation point for complex issues and is accountable for service delivery, technician development, SLA attainment, and client satisfaction.

The position manages daily service delivery and site operations, personnel and staffing activities, client communications, reporting and operational planning, and technical escalation support. It also supports endpoint management, software deployments, hardware lifecycle activities, compliance initiatives, site technology projects, and adherence to security and technology standards. The technical environment includes Microsoft 365, Entra ID, Exchange Online, Teams, Intune, Windows 10/11, ServiceNow, Cisco networking, endpoint hardware, and related support technologies.

This is a contract position based fully onsite in Chicago, Illinois. The stated pay range is $50.00–$55.00 per hour. The position is anticipated to close on November 16, 2026. If eligible, benefits for this temporary role may include medical, dental and vision coverage; critical illness, accident and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave.

Requirements

• At least 7 years of IT support, infrastructure support, or service delivery experience.
• At least 3 years of leadership experience managing support technicians or service teams.
• Experience supporting enterprise environments with 1,000 or more users.
• Strong understanding of Microsoft 365, Entra ID, Windows administration, and endpoint management.
• Experience with ServiceNow ticketing and reporting.
• Demonstrated ability to manage escalations, critical incidents, and executive-level support situations.
• Strong client-facing communication and stakeholder management skills.
• Experience creating KPI reports, operational dashboards, and service performance reviews.

Nice To Haves

• Prior MSP, managed services, or outsourcing experience.
• ITIL Foundation Certification.
• Experience managing onsite support operations across multiple locations.
• Experience supporting manufacturing, corporate campus, or enterprise environments.
• Experience managing staffing, hiring, onboarding, and technician development.

Responsibilities

• Serve as the primary onsite IT owner and point of contact for technology-related operations.
• Ensure IT service delivery meets or exceeds established SLAs and client expectations.
• Lead daily onsite desktop support and infrastructure support operations.
• Manage incident, request, problem, and escalation processes through resolution.
• Drive continuous improvement to enhance service quality and operational efficiency.
• Coordinate with global support, network, engineering, and third-party vendor teams.
• Maintain operational readiness for business-critical systems and end-user environments.
• Lead, mentor, coach, and develop onsite support technicians.
• Conduct performance reviews, career development planning, and ongoing technician training.
• Participate in recruiting, interviewing, onboarding, and workforce planning.
• Manage technician schedules, coverage models, PTO coordination, and resource allocation.
• Build relationships with client leadership and business stakeholders.
• Communicate with executives about incidents, outages, projects, and service trends.
• Facilitate operational reviews, service meetings, and status updates.
• Serve as an escalation point for VIP users, executives, and critical business incidents.
• Drive customer satisfaction and resolve service concerns rapidly.
• Prepare and present operational reports, service metrics, SLA dashboards, and trend analysis.
• Monitor ticket queues, technician productivity, incident volumes, resolution times, and customer satisfaction metrics.
• Analyze service performance data and develop improvement plans.
• Support budget tracking, staffing forecasts, project planning, and profitability objectives.
• Assist leadership with resource planning and operational decision-making.
• Provide senior-level technical support and escalation management.
• Troubleshoot and resolve complex infrastructure and end-user computing issues.
• Oversee endpoint management, software deployments, hardware lifecycle activities, and compliance initiatives.
• Participate in site technology projects, upgrades, migrations, and implementation efforts.
• Ensure adherence to security, operational, and technology standards.

Benefits

• Medical, dental, and vision coverage, subject to eligibility and plan terms.
• Critical illness, accident, and hospital coverage, subject to eligibility and plan terms.
• 401(k) retirement plan with pre-tax and Roth post-tax contributions available.
• Voluntary life and AD&D insurance for employees and dependents.
• Short- and long-term disability coverage.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time off or leave, which may include PTO, vacation, or sick leave, subject to eligibility and plan terms.

What This Job Offers

• Career Level: Manager
• Education Level: No Education Listed