Senior IT Support Lead — Hybrid (Rosemont)

Creative Financial Staffing, LLC; Chicago (IL); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

PTO

Professional Development

Job summary

Creative Financial Staffing, LLC is seeking an experienced Senior IT Support Specialist to lead end‑user support and service delivery across corporate and field operations in a hybrid role (4 days onsite). This role serves as the highest escalation point, mentors staff, and drives improvements in IT service management and user experience.

The successful candidate will have 5+ years of IT support experience, strong Microsoft 365 and Windows knowledge, and solid ITIL practice familiarity.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field.
• 5+ years of IT Support, Service Desk, Desktop Support, or IT Operations experience.
• 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.

Skills

IT Support

ITIL

Microsoft 365

Windows support

Escalation handling

Stakeholder mgmt

Education

Bachelor's degree in CS/IT or related field

Tools

ServiceNow

Jira Service Management

Active Directory

Job description

Creative Financial Staffing, LLC is seeking an experienced Senior IT Support Specialist to lead end‑user support and service delivery across corporate and field operations in a hybrid role (4 days onsite). This role serves as the highest escalation point, mentors staff, and drives improvements in IT service management and user experience.

The successful candidate will have 5+ years of IT support experience, strong Microsoft 365 and Windows knowledge, and solid ITIL practice familiarity.