IT Lifecycle Team Lead

Sidara•Chicago, IL

3d•Hybrid

About The Position

Our IT Shared Services Sector is seeking an experienced and customer-focused IT Team Lead to join our support organization. Reporting to the Sr. Manager, IT Service Delivery, the IT Lifecycle Team Lead is responsible for leading and mentoring a team of IT Support Analysts while providing advanced technical support and operational oversight. This role combines hands-on technical expertise with people leadership, ensuring exceptional service delivery, process consistency, and continuous improvement across the Service Desk environment. The successful candidate will bring strong technical knowledge, a passion for developing people, and the ability to drive service excellence in a geographically dispersed support environment.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field preferred; or equivalent experience
Minimum 7 years of progressive IT support experience in a structured Service Desk or Help Desk environment supporting medium-to-large organizations.
Minimum 2 years of experience leading, supervising, or formally coordinating technical support or lifecycle teams, including task assignment, coaching, escalation management, and delivery accountability.
Strong verbal and written communication skills with the ability to effectively communicate with both technical and non-technical stakeholders.
Demonstrated ability to prioritize work, manage competing demands, and lead teams in a fast-paced environment.
Strong problem-solving skills, customer service mindset, and commitment to service excellence.
Advanced knowledge of Windows troubleshooting and endpoint support.
Experience with the Microsoft 365.
Experience with automated software delivery and batch deployments.
Experience with ticketing systems.
ITIL and CMDB hygiene.
Experience purchasing and negotiation in CRM/ERP environments.
Experience with hardware troubleshooting that includes laptops, docking stations, and peripherals.

Nice To Haves

Experience working in a large multi-disciplinary engineering environment is a major plus.
Experience with supporting design software such as AutoCAD, BIM, Bentley products is a major plus.

Responsibilities

Lead, coach, and mentor a team of Life Cycle Support Analysts, fostering a collaborative and high-performing support culture.
Provide day-to-day guidance, workload management, and escalation support to ensure timely resolution of incidents and service requests.
Serve as the primary escalation point for complex technical issues that require advanced troubleshooting and coordination across IT teams.
Ensure adherence to IT service management processes, standards, and best practices.
Oversee multinational wide IT asset inventory and ensure accurate tracking of hardware and equipment, deployment and recovery of assets with commitment to CMDB accuracy.
Coordinate hardware procurement, stock management, and replacement activities (break fix and lifecycle), including budgeting and forecasting.
Assist with vendor coordination, support engagements, and integrations.
Collaborate with Infrastructure, Security, Service Delivery, Applications support, and other IT teams to resolve cross-functional issues.
Act as an on-site support resource, assisting users with hardware setup and providing smart hands support to local production staff.
Maintain and publish lifecycle operational reporting, including asset age, refresh backlog, recovery progress, disposal status, CMDB accuracy, and risks requiring leadership attention.
Manage lifecycle exceptions by documenting business justification, approval status, risk, target retirement date, and follow-up actions.