Senior Service Desk Lead

BCS Financial Corporation; Oakbrook Terrace (IL); On-site; 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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Senior Service Desk Lead

Full Time Oakbrook Terrace, IL, US

Position Overview

The Senior Helpdesk Operations Associate serves as the operational lead for the Helpdesk function and is responsible for ensuring the effective delivery of end-user support services across the organization. This role combines advanced technical support with service management, operational leadership, and continuous improvement. The position acts as the designated backup to the Helpdesk Manager and takes ownership of Helpdesk performance by monitoring service metrics, driving service-level agreement (SLA) attainment, improving processes, and enhancing the end-user experience. The role also provides end-user support and training while supporting endpoint technologies, Microsoft 365 services, and related technology platforms to maximize productivity and minimize system downtime.

This position will report to the Director of IT Administration.

• Serve as the operational lead for the Corporate Helpdesk and act as the designated backup to the Helpdesk Manager.
• Coordinate daily Helpdesk operations, including ticket assignments, prioritization, escalation management, workload balancing, and timely user communication.
• Monitor ticket queues, backlog, aging tickets, and service requests to ensure timely resolution and compliance with established SLAs.
• Monitor, analyze, and report on Helpdesk performance metrics, including first response time, resolution time, SLA attainment, ticket backlog, reopen rate, escalation rate, first-contact resolution, and customer satisfaction.
• Identify recurring issues, service bottlenecks, and performance trends, and develop practical action plans to improve service quality and efficiency.
• Drive continuous improvement through process optimization, workflow enhancements, automation, knowledge management, and improved self-service capabilities.
• Partner with IT leadership to establish and refine Helpdesk metrics, SLAs, priorities, categories, escalation procedures, and operating standards.
• Develop and maintain Helpdesk procedures, standard operating documentation, knowledge articles, and end-user training materials.
• Support the onboarding, coaching, and mentoring of Helpdesk personnel to promote consistent troubleshooting, documentation, communication, and customer service practices.
• Lead coordination of significant end-user technology incidents, including escalation, stakeholder communication, resolution follow-up, and lessons learned.
• Maintain the Corporate Help Desk and provide support for operating systems, application installations, user access, networking issues, file services, and software applications.
• Configure, upgrade, install, and support desktop computers, laptops, printers, scanners, mobile devices, and related peripherals.
• Coordinate repair, inventory, and lifecycle management of corporate end-user hardware.
• Manage and support Microsoft Azure, Microsoft 365, Entra ID, Intune, and endpoint management services.
• Collaborate with IT infrastructure, cybersecurity, application, and project teams to resolve escalated issues and improve technology services.

Requirements

Education and Certifications

• Bachelor's degree in information technology, Computer Science, or a related field, or commensurate experience required.
• Microsoft 365, Azure, Endpoint Management, service management, or Helpdesk-related certifications preferred.
• Azure Administrator Associate, or related certification preferred.

Experience

• 5+ years of Helpdesk, Service Desk, Desktop Support, or End User Support experience.
• Experience serving in a senior support, team lead, and operational leadership capacity, including acting as a manager backup when needed.
• Demonstrated experience managing ticket queues, escalations, service delivery operations, and user communications.
• Experience defining, monitoring, reporting, and improving Helpdesk metrics and SLAs.
• Ability to analyze service data, identify trends and root causes, and translate findings into measurable improvement actions.
• Hands-on experience with ServiceDesk Plus, ServiceNow, or a comparable IT service management platform; reporting and workflow configuration experience preferred.
• Strong troubleshooting experience across Microsoft desktop, endpoint, identity, networking, and cloud technologies.
• Microsoft Azure, Microsoft 365, Entra ID, Intune, and Endpoint management experience preferred.
• Strong customer service, communication, prioritization, coaching, and cross-functional problem-solving skills.

Physical Requirements

• Must be comfortable exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Travel

• This is a Hybrid position requiring an average of 2 days per week in office.

The target base salary range for this full-time, salaried position is

$80,000 - $95,000

Individual base pay depends on work location and additional factors such as experience, job-related skills, and relevant education or training. Total pay may include other forms of compensation. In addition, we offer competitive health, dental, 401k and wellness benefits beginning on the first day of the month following the first day of employment. Please ask your Talent Acquisition Specialist for more information about our total rewards package.

What we offer:

• Hybrid and remote work environments
• Full benefits including flexible HSA/PPO medical plans, Dental, Vision, and HSA/FSA
• 401(k) w/ up to 6% company match
• Generous PTO starting at 22 days annually
• 12 paid holidays
• Parental leave
• Home office and wellness reimbursement
• Professional development and development planning: tuition reimbursement, continuing education & assistance obtaining professional certifications