Senior IT Support Pro — Hybrid Role, Mentorship & Impact

CFS; Chicago (IL); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

PTO

Professional Development

Job summary

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

This hybrid role (4 days onsite) offers $90,000–$110,000, a benefits package including Medical, Dental, Vision, 401(k), PTO and Professional Development, and opportunities to shape support models, SLAs, and automation initiatives for a

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 incidents.
• Manage ITIL processes including Incident, Problem, and Change Management.
• Provide advanced support for Microsoft 365, endpoints, enterprise apps, 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

ITIL

Communication

Escalation handling

Mentoring

Stakeholder management

Education

Bachelor's degree in CS/IT

Tools

Microsoft 365

Windows

Endpoint support

Enterprise applications

ServiceNow

Jira Service Management

Job description

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

This hybrid role (4 days onsite) offers $90,000–$110,000, a benefits package including Medical, Dental, Vision, 401(k), PTO and Professional Development, and opportunities to shape support models, SLAs, and automation initiatives for a