Senior IT Service Lead - Hybrid Role, Elevate User Support

CFS

Chicago (IL)

Hybrid

USD 85,000 - 100,000

Full time

3 days ago

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Benefits offered by this job

Medical

Dental

Vision

401(k)

PTO

Professional Development

Job summary

CFS in Illinois is hiring a Senior IT Support Specialist to lead end-user support across corporate and field operations. You will serve as the highest escalation point, mentor staff, and drive improvements in IT service management and user experience.

Responsibilities include incident/change management, advanced MS 365 and endpoint support, and coordinating IT projects with vendors. A Bachelor's degree and 5+ years in IT support are required; ITIL knowledge and certifications are a plus.

Qualifications

Bachelor's degree in CS/IT or related field.
5+ years in IT support, service desk, or IT operations.
Strong experience with Microsoft 365, Windows, endpoint support, and enterprise applications.
Professional experience with ITSM frameworks and ITIL practices.
Proven ability to resolve escalated technical issues.
Strong communication and stakeholder management skills.

Responsibilities

Serve as the primary escalation point for complex technical issues and critical incidents.
Support and manage ITIL processes including Incident, Problem, and Change Management.
Provide advanced support for Microsoft 365, endpoints, enterprise applications, and identity management.
Mentor and provide technical guidance to junior IT staff.
Analyze service metrics and drive continuous improvement
Align IT services with business and operational needs.
Lead and support IT projects and vendor relationships.
Develop and maintain service catalogs, support models, and SLAs.
Drive automation, self-service, and process optimization initiatives.
Manage device lifecycle activities.