Team Lead, IT Operations

DMG MORI USA, INC•Hoffman Estates, IL

5h•Onsite

About The Position

We are seeking a highly motivated and experienced Team Lead – IT Operations to manage and oversee day-to-day activities of the Helpdesk and Desktop Support teams across multiple locations. This hands-on leadership role requires deep technical expertise, strong communication skills, and a passion for operational excellence in delivering end-user support services. The Team Lead will be responsible for coordinating support efforts across sites, guiding a team of technicians, and driving continuous improvement in IT support processes. This individual will also play a key role in onboarding/offboarding, system administration, and supporting enterprise technology initiatives, including trade shows and remote operations.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field.
3+ years of experience in Helpdesk/Desktop Support or IT Operations roles.
2+ years of leadership experience managing or supervising IT support teams.
Hands-on experience with Windows OS, Microsoft 365, Active Directory, ticketing systems, imaging tools, and remote support tools.
Solid understanding of networking principles, server/VM management, and security best practices.
Ability to lead by example, resolve conflicts, and prioritize workloads effectively.
Exceptional problem-solving and interpersonal skills; able to communicate technical concepts to non-technical users.

Nice To Haves

Certifications such as A+, Network+, MCSA, MCSE, ITIL, or similar are highly desirable.

Responsibilities

Lead, mentor, and manage a team of 5+ Helpdesk/Desktop Support Technicians across multiple locations.
Serve as the escalation point for complex technical issues involving desktops, laptops, mobile devices, printers, networking, and enterprise applications.
Oversee IT support operations, including ticket management, SLA tracking, asset management, and service delivery improvements.
Manage user onboarding and offboarding processes, ensuring access provisioning, hardware/software setup, and documentation are completed accurately and timely.
Administer and support local and cloud-based infrastructure, including servers, virtual machines, and networking equipment as needed.
Develop, document, and implement standard operating procedures (SOPs) and knowledge base articles to streamline support.
Collaborate with vendors and internal teams to coordinate hardware/software procurement, licensing, and deployment.
Support IT requirements for company events, meetings, and trade shows, including setup and onsite troubleshooting.
Analyze recurring issues and user feedback to recommend and implement technical and process improvements.
Ensure compliance with IT policies, security protocols, and data protection standards.
Perform other duties and projects as assigned.