IT Service Desk Lead

Overview

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 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.
• Competencies:
  
  Leadership, Interpersonal Skills, High Emotional Intelligence, Independent Judgement, Teamwork / Collaboration, Verbal & Written Communication, Project Management, Microsoft Office Suite, Attention to Detail, Adaptability
• Working Conditions:
  
  This is a hybrid position based in Xeris’ Chicago office. A minimum of three days per week in the office is required. On-site requirements may change at management’s discretion. Position may require periodic evening and weekend work, as necessary to fulfill obligations. Periodic overnight travel.

US-IL-Chicago

Title IT Service Desk Lead

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