Help Desk Team Lead

Our client is seeking an experienced and motivated Level 3 Help Desk Lead to join their team on a 6-month contract-to-hire basis. Based onsite at their Libertyville, IL office, this role involves leading and providing in-depth technical support, troubleshooting IT systems and applications, and driving customer service excellence as part of our IT Help Desk team.

You’ll oversee a range of IT operations, acting as a technical liaison between Help Desk staff, Infrastructure Teams, and IT Leadership. You’ll also ensure seamless IT onboarding/offboarding processes for employees, provide Tier 2 and Tier 3 support, and help manage IT assets effectively.

We’re looking for a proactive, detail-oriented leader who enjoys delivering technical solutions while working in a collaborative, team-focused environment.

Key Responsibilities:

Leadership & Collaboration

• Serve as the technical and administrative lead for the IT Help Desk team, guiding team priorities and ensuring effective issue resolution.
• Act as the primary point of contact for escalated technical issues and facilitate resolution by liaising with Infrastructure Teams and IT Leadership.
• Provide training and share knowledge with team members to maximize operational efficiency and maintain consistency in IT practices.

Technical Support

• Deliver on-site support for PCs (laptops and desktops), servers, printers, peripherals, and mobile devices, primarily at the Libertyville, IL location.
• Troubleshoot and resolve end-user issues related to hardware, software, and network systems.
• Provide IT service to field-deployed devices, including laptops, tablets, and other equipment as needed.

IT Systems Management

• Administer and maintain systems access using tools like O365, Active Directory, and OKTA.
• Utilize a ticketing system such as ServiceNow (or comparable platforms) to manage user requests efficiently.
• Monitor and manage IT assets, including inventory tracking and adherence to e-waste recycling processes.

Onboarding & Offboarding

• Oversee IT support for employee onboarding and offboarding, ensuring compliance with internal IT policies and Key Performance Indicators (KPIs).
• Set up accounts, devices, and access credentials for new hires to ensure a seamless onboarding experience.

Who We’re Looking For:

We’re searching for candidates who thrive in customer-facing IT roles and enjoy solving technical challenges. The ideal candidate will combine strong technical skills with exceptional communication ability to deliver outstanding support to employees, especially those in Research and Development (R&D) divisions. Additional qualifications include:

Required Skills & Experience

• Proven experience providing Tier 2 and Tier 3 technical support in a professional IT environment.
• Hands-on experience managing and troubleshooting IT systems, including O365, Active Directory, and OKTA.
• Proficiency with service management tools like ServiceNow (or similar ticketing systems).
• Strong interpersonal skills and ability to support employees across varied departments, including R&D.
• Experience managing IT computer assets, including inventory tracking and recycling/disposal of outdated equipment.

Preferred Qualifications

• Demonstrated success in leadership roles or team collaboration within IT departments.
• Professional certifications in IT support or related fields (e.g., CompTIA, Microsoft certifications).
• Familiarity with ITIL framework and best practices for IT service management.