IT Service Desk Lead

Xeris Pharmaceuticals-posted 13 days ago
$75,000 - $110,000/Yr
Full-time • Mid Level
Hybrid • Chicago, IL
251-500 employees
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The IT Service Desk Lead is responsible for overseeing daily IT support operations, ensuring efficient service delivery, and driving continuous improvement across the helpdesk function in a Microsoft centric environment. This role serves as a key liaison between end-users and technical teams, ensuring secure, scalable, and premium support for both office and field-based employees.

  • Lead daily IT support operations across office and field teams, ensuring timely resolution of issues and minimal business disruption, utilizing ITIL best practices.
  • Serve as the primary escalation point for complex technical problems and high-priority service requests.
  • Own and evolve ITSM processes (incident, service request, change and problem), document repeatable procedures, and lead support-related projects.
  • Incident Management - Lead incident response efforts by prioritizing and resolving IT issues swiftly, coordinating with support teams to minimize disruption, meet SLAs, and drive continuous improvement through analysis and reporting.
  • Service Request Management – Manage and optimize the service request lifecycle, ensuring timely fulfillment, process efficiency, and alignment with ITIL best practices of user requests in alignment to enhance user experience and operational performance.
  • Change Management - Coordinate and oversee change management activities, ensuring proper assessment, approval, and communication of changes to minimize risk and disruption to IT services.
  • Problem Management - Drive problem management processes by identifying recurring issues, performing root cause analysis, and implementing long-term solutions to improve service stability and reduce incident volume.
  • Lead and report to management on a regular cadence.
  • Project Management - Lead support center projects, integrating new technologies and driving successful implementation.
  • Asset Management - Manage the lifecycle of user-facing technology, maintain accurate asset inventory, and enforce IT security protocols.
  • Take ownership of support issues, engaging other internal / external expertise as required.
  • Ability to communicate complex technical information to all stakeholders, including those who do not have a technical background.
  • Continuously educate employees and equip them with essential IT tools and best practices.
  • Associate or bachelor’s degree in information technology or equivalent work experience preferred
  • 5+ years of progressive experience in IT support/helpdesk roles
  • Proven supervisory experience with a strong grasp of helpdesk fundamentals—ticketing systems, SLA adherence, and performance metrics; ITIL Foundation knowledge or certification preferred.
  • Advanced capabilities using Microsoft products including Outlook, Excel, Word, PowerPoint, Teams and SharePoint.
  • Knowledge of modern workplace technologies, Windows system administration, M365 administration, enterprise backup and recovery, and system performance monitoring tools; agile project management techniques.
  • Strategic thinker with strong problem-solving abilities, capable of managing multiple priorities under pressure while maintaining attention to detail.
  • High emotional intelligence and discretion, with a proactive and customer-focused approach to anticipating needs and resolving issues.
  • Self-starter with initiative and adaptability, thriving in fast-paced, diverse environments and contributing effectively to team success.
  • Preferred experience with SOX compliance, enterprise desktop management, mobile device management, cybersecurity tools and incident response processes.
  • This role will include eligibility for bonus and equity.
  • The total compensation package will also include additional elements such as multiple paid time off benefits, various health insurance options, retirement benefits and more.
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