Senior IT Service Desk Lead — Hybrid Ops & Growth

BCS Financial Corporation; Northern (KY); Hybrid; USD 80,000 - 95,000; Full time

Benefits offered by this job

Hybrid work

Remote work options

Health benefits

401(k) match

PTO

Paid holidays

Wellness reimbursement

Job summary

BCS Financial Corporation in Oakbrook Terrace, IL seeks a Senior Service Desk Lead to manage the Helpdesk, mentor staff, and drive SLA performance. You will oversee queues, escalations, and metrics to ensure high-quality end-user support across the organization.

Reporting to the Director of IT Administration, the role requires 5+ years in senior Helpdesk roles, relevant certifications, and strong customer service.

Qualifications

• Bachelor's degree or commensurate experience in IT or related field.
• Microsoft 365, Azure certifications preferred.
• Azure Administrator Associate or related certs preferred.

Responsibilities

• Lead operational helpdesk, monitor SLAs and performance metrics.
• Coordinate tickets, escalations, and communications with users.
• Develop and maintain knowledge articles and end-user training.
• Mentor Helpdesk personnel and drive process improvements.

Skills

Helpdesk leadership

Incident management

SLA management

Customer service

Communication

Education

Bachelor's degree or commensurate experience

Microsoft 365, Azure certifications

Azure Administrator Associate

Tools

ServiceDesk Plus

ServiceNow

Intune

Microsoft 365 admin

Entra ID

Job description

BCS Financial Corporation in Oakbrook Terrace, IL seeks a Senior Service Desk Lead to manage the Helpdesk, mentor staff, and drive SLA performance. You will oversee queues, escalations, and metrics to ensure high-quality end-user support across the organization.

Reporting to the Director of IT Administration, the role requires 5+ years in senior Helpdesk roles, relevant certifications, and strong customer service.