Senior Hybrid IT Service Desk Lead

BCS Financial Corporation; Oakbrook Terrace (IL); Hybrid; USD 80,000 - 95,000; Full time

Benefits offered by this job

Hybrid work

Health benefits

401(k) match

PTO 22 days

Paid holidays

Parental leave

Wellness reimbursement

Tuition reimbursement

Job summary

BCS Financial Corporation seeks a Senior Service Desk Lead to orchestrate end-user support and service delivery from Oakbrook Terrace, IL. This full-time role backs up the Helpdesk Manager and drives SLA attainment, performance metrics, and continuous improvement across the organization.

You will lead ticket handling, collaborate with IT teams, and provide training while supporting Microsoft 365, Azure, and endpoint services. This hybrid position reports to the Director of IT Administration.

Qualifications

• Bachelor's degree in IT, CS, or related field, or commensurate experience.
• Microsoft 365, Azure, Endpoint Management or Helpdesk certifications preferred.
• Azure Administrator Associate, or related certification preferred.
• 5+ years of Helpdesk, Service Desk, Desktop Support, or End User Support experience.

Responsibilities

• Lead daily Helpdesk operations, ticket assignments, escalations, and user communications.
• Monitor ticket queues, aging tickets, and SLA attainment.
• Analyze performance metrics and drive continuous improvement.
• Provide end-user training and knowledge management.
• Manage OS, apps, user access, networking, and hardware support.

Skills

Leadership

Ticket management

Customer service

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in IT or related field

Tools

ServiceDesk Plus

ServiceNow

Azure

Microsoft 365

Intune

Entra ID

Job description

BCS Financial Corporation seeks a Senior Service Desk Lead to orchestrate end-user support and service delivery from Oakbrook Terrace, IL. This full-time role backs up the Helpdesk Manager and drives SLA attainment, performance metrics, and continuous improvement across the organization.

You will lead ticket handling, collaborate with IT teams, and provide training while supporting Microsoft 365, Azure, and endpoint services. This hybrid position reports to the Director of IT Administration.