Job description

We are looking for a passionate, talented, experienced Technical IT Lead for the Office Support and Desktop team. You will be responsible for managing the technical team resources and processes along with ensuring a reliable office technology process. You should have solid analytics capability, remain calm under pressure and make sound decisions in a fast-paced environment.

Your will be responsible for effectively ensure the right technology is used, is stable and continuously maintained to provide a predictable and easy to use office environment. This will be accomplished by managing, coaching and mentoring the team members; being able to communicate complicated technical issues in a manner that is understandable and useful for all stakeholders, efficiently and effectively handling escalations. You will also need to manage an insource service relationship to deliver the services. You must be proactive, organized, responsible, and work well in a fast paced environment.

Essential Responsibilities

• Performance management of the Office Environment team and resources
• Ensure the optimal staffing make up is in place to support the environment.
• Provide leadership, coaching, mentorship, career development, and guidance to the team on a day-to-day basis
• Define metrics for which the team will be measured; drive results based on those metrics
• Review and continually enhance processes and Service Levels in the office support environment to identify opportunities for improvement
• Collaborate with Product Support and Technology Services & Security teams to ensure seamless management of cross team issues
• Drive towards full high efficiency using a high-performance team
• Define new processes as required and collaborate with the Insourced team in South Africa to implement them
• Ensure appropriate change management guidelines are in place and implemented
• Provide strategic technical leadership to the team and business as far as the technical office environment is concerned.
• Provide Guidance and support for 3rd party products used by the company, including Video Conferencing equipment and desktop productivity software.
• Other duties as assigned.

Experience / Knowledge:

• At least 5 years’ experience in the industry
• At least 3 years’ experience in a supervisory capacity

Knowledge:

• Processes: ITIL or equivalent framework experience
• Hands on experience in supporting an office environment using similar technologies
• Demonstrated ability with managing Microsoft Windows 10 Desktop OS
• Demonstrated ability with managing MAC OS with JAMF management tool
• Working knowledge of Desktop Imaging and Microsoft Deployment Tool Kit
• Demonstrated ability with managing Office 365 – Exchange with SMTP relay protocols
• Citrix Xendesktop – VDI Administration and Support
• Windows Active Directory (LDAP)
• Cisco Video Conferencing
• Cisco Wi-Fi administration
• SSL VPN Account administration
• Desktop Encryption McAfee
• Cisco Webex Administration
• GoToMeeting Administration
• Printer Management Support
• Desktop Telephony - ShoreTel (Using SIP Protocols)
• Good understanding of networking protocols such as DNS, DHCP, VLAN’s and network routing
• Patch Management frameworks for OS and application environment
• Asset Management
• CA Service Desktop Ticketing and workflows
• Structured and analytical problem solving
• Ability to work and manage in a high stress environment
• High EQ – able to work well with resources at all levels of our organization and our partner organizations
• Action oriented
• Ability to communicate effectively
• Ability to document process effectively
• Ability to define options

Job Type: Full-time

Pay: $96,866.62 - $106,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Parental leave
• Tuition reimbursement
• Vision insurance

Compensation package:

• Performance bonus

Experience level:

• 5 years

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Chicago, IL 60606: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Management: 3 years (Preferred)
• IT: 5 years (Required)

Work Location: Hybrid remote in Chicago, IL 60606

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