Help Desk Team Lead- Bilingual (English/Spanish) - Chicago - On site

Overview:

The successful candidate will lead a dedicated team, manage inventory, facilitate onboarding and offboarding processes, and develop playbooks for the establishment of new offices. Some travel within the United States may be required.

100% On site in Berwyn

Responsibilities:

• Team Leadership:
• Lead a team of IT professionals in maintaining and enhancing our IT infrastructure and communication systems.
• Provide mentorship, training, and performance management for team members.
• Infrastructure Management:
• Oversee IT infrastructure components' installation, configuration, and maintenance, including PCs, tablets, servers, switches, and networking equipment.
• Ensure the reliability and performance of communication systems and troubleshoot hardware and software issues as they arise.
• Inventory Oversight:
• Manage the inventory of IT infrastructure assets, ensuring accurate record-keeping and efficient use of resources.
• Develop processes for asset lifecycle management, including procurement, deployment, tracking, and disposal.
• Onboarding and Offboarding:
• Coordinate the onboarding process for new employees, ensuring timely procurement and setup of necessary equipment and access rights.
• Manage offboarding processes to retrieve IT assets and disable access for departing employees securely.
• Documentation and Playbooks:
• Author and maintain playbooks that outline procedures for establishing new offices, tailored to different office sizes and configurations.
• Create comprehensive documentation for IT processes, infrastructure changes, and incident management.
• Incident Management:
• Implement and manage the on-call strategy for incident response, ensuring team availability to resolve issues promptly.
• Oversee incident management practices, driving continuous improvement in response times and issue resolution.
• Collaboration and Communication:
• Work closely with cross-functional teams to align IT initiatives with organizational goals and provide infrastructure support for projects.
• Communicate effectively with stakeholders regarding infrastructure performance, issues, and resolutions.
• Travel Requirements:
• Willingness to travel within the United States as needed for office setups and other infrastructure-related tasks.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 7 years of general IT experience, with at least 2 years in a relevant leadership or team lead position.
• Strong technical knowledge of IT infrastructure components, including PCs, tablets, switches, access points, servers, and networking.
• Proven experience in managing IT inventory and asset management processes.
• Experience with onboarding and offboarding procedures in an IT context.
• Excellent problem-solving skills with a focus on improving systems and processes.
• Strong communication and interpersonal skills, capable of collaborating effectively with various teams.
• Experience in creating technical documentation and procedural playbooks for IT operations.
• Ability to manage multiple priorities and projects in a fast-paced environment.

Preferred Qualifications:

• Bilingual (English/Spanish)
• Familiarity with IT service management frameworks and incident management methodologies (e.g., ITIL).
• Relevant certifications in IT (e.g., CompTIA Network+, Cisco certifications, ITIL certification).
• Experience in a diverse and dynamic IT environment.

Compensation Range: $90,000 - $102,000 USD Per Year

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