Service Desk Technical Lead
2 weeks ago
Department: Information Technology
Join our Team At IHDA we strive to create and maintain a work environment that promotes diversity, recognition and inclusion. IHDA is committed to hiring and investing in individuals of diverse talents and backgrounds to ensure a range of perspectives and experiences inform and guide our work of financing affordable housing in the state of Illinois.
Who we are: The Illinois Housing Development Authority (IHDA) is one of the Nation's preeminent Housing Finance Agencies and one of the State's ten largest financial institutions. Our mission is to finance the creation and preservation of affordable housing across the state. IHDA oversees more than 20 federal and state programs on behalf of the state of Illinois and serves as one of the state's primary resources for housing policy and program administration. For over 50 years, IHDA has led the state in financing and supporting affordable housing.
Summary: The Service Desk Technical Lead serves as a critical liaison between end users, service desk agents, and IT support teams, providing expert guidance and hands-on support for both first- and second-level technical issues. This role functions as the primary escalation point for complex or unresolved incidents, ensuring timely and effective resolution to minimize disruption to business operations.
Departments across the organization rely on this individual to address technical challenges that hinder productivity. The Technical Lead is expected to respond swiftly and efficiently, while also collaborating with the team to implement sustainable solutions that prevent recurring issues. Through proactive leadership, technical expertise, and a commitment to continuous improvement, this role helps elevate the overall performance and reliability of IT support services.
Essential Functions:
- Serve as the primary escalation point for service desk agents when technical issues exceed first-level resolution capabilities, ensuring timely and effective support for end users.
- Foster cross-functional collaboration by working closely with internal departments and broader workgroups to maintain ownership of user-reported issues, driving resolution within established service-level expectations.
- Provide technical leadership and oversight by evaluating the effectiveness of current support methodologies, identifying gaps, and implementing innovative solutions to enhance service desk performance and user satisfaction.
- Assess training needs and deliver targeted learning sessions to strengthen the technical proficiency of service desk staff, ensuring the team remains current with evolving technologies, tools, and best practices.
- Perform all other duties as assigned.
- Minimum of 10 years of hands-on experience supporting and administering Microsoft Windows environments.
- At least 5 years of experience in a call center or service desk support setting.
- Proven track record with 7-10 years in Tier 2/Tier 3 technical support, including leadership responsibilities within a service desk team.
- Deep understanding of computer systems, hardware, software, and audio-visual equipment in enterprise environments.
- Experience with creating and deploying PC images is preferred.
- Strong analytical and troubleshooting skills, with the ability to resolve complex technical issues efficiently.
- Excellent interpersonal and communication skills, with the ability to collaborate across teams and engage with users at all levels.
- Proficiency in Microsoft 365 cloud services, Office Suite, System Center Configuration Manager (SCCM), Azure, Intune, and SharePoint is preferred.
- Proficiency with Automation technologies such as Powershell, Power Automate, or similar is highly preferred.
- Functional knowledge and in-depth understanding of ITIL framework is highly preferred.
- Paid time off, plus paid holidays
- Currently in a hybrid work arrangement, but candidates must reside in Illinois at time of hire
- Medical/dental/vision insurance plan
- Life insurance
- Short/long term disability,
- Tuition reimbursement
- Flex spending
- 401K plan - immediate vesting
- IHDA employees may be eligible for federal loan forgiveness programs
- Salary: $81,117 - $101,397
Must be a resident of Illinois or willing to relocate. Flexible scheduling is available, upon completion of a six-month probationary period.
EOE
-
Enterprise Service Desk Team Lead
4 days ago
Chicago, IL, United States Abacus Group Full timeJob Summary The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 & 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead...
-
Enterprise Service Desk Team Lead
18 hours ago
Chicago, IL, United States Abacus Group Full timeJob Summary The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 & 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead...
-
Service Desk Technician
2 days ago
Chicago, IL, United States TriOptus LLC Full timePosition: Service Desk Technician (1251619) Location: Chicago, IL 60606 Job Description: Will solve issues for moderately complex problems in all technical areas and will solve extremely complex problems in at least one technical area.• Apply policies to situations with minimal interpretation. Supervision Received/Provided:• Performing project work as...
-
Service Desk Technician
2 days ago
Chicago, IL, United States TriOptus LLC Full timePosition: Service Desk Technician (1251619) Location: Chicago, IL 60606 Job Description: Will solve issues for moderately complex problems in all technical areas and will solve extremely complex problems in at least one technical area.• Apply policies to situations with minimal interpretation. Supervision Received/Provided:• Performing project work as...
-
Engineer II, Service Desk Lead
6 days ago
Chicago, IL, United States Wipfli Advisory LLC Full timeOverview At Wipfli, people count. At Wipfli, our people are core to everything we do—the catalyst behind our ability to create exceptional impact and extraordinary results. We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path. People truly matter and they feel it. For those looking to make a...
-
Engineer II, Service Desk Lead
2 weeks ago
Chicago, IL, United States Wipfli Advisory LLC Full timeOverview At Wipfli, people count. At Wipfli, our people are core to everything we do—the catalyst behind our ability to create exceptional impact and extraordinary results. We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path. People truly matter and they feel it. For those looking to make a...
-
IT Service Desk Manager
22 hours ago
Chicago, IL, United States Daniels Health Full timeAt Daniels Health, we're on a mission to make healthcare safer and more sustainable. As a global leader in medical waste management and healthcare safety solutions, we combine innovation, compliance, and care to protect people and the environment. Our success is driven by our people - passionate professionals committed to excellence, teamwork, and continuous...
-
IT Service Desk Manager
3 days ago
Chicago, IL, United States Daniels Health Full timeAt Daniels Health, we're on a mission to make healthcare safer and more sustainable. As a global leader in medical waste management and healthcare safety solutions, we combine innovation, compliance, and care to protect people and the environment. Our success is driven by our people - passionate professionals committed to excellence, teamwork, and continuous...
-
IT Service Desk Manager
2 weeks ago
Chicago, IL, United States Daniels Health Full timeAt Daniels Health, we're on a mission to make healthcare safer and more sustainable. As a global leader in medical waste management and healthcare safety solutions, we combine innovation, compliance, and care to protect people and the environment. Our success is driven by our people - passionate professionals committed to excellence, teamwork, and continuous...
-
Service Desk Analyst
2 weeks ago
Chicago, IL, United States K2 Full time Service Desk Analyst (Remote - U.S.) Jumpstart your career in the dynamic Legal/IT sector with K2 Services as a Service Desk Analyst! We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in...
