IT Support Desk Team Lead

Description

Reporting to the Sr Manager IT Support, this position has the primary responsibility of ensuring the Support Desk team is focused on the appropriate priorities to deliver excellent technical support to the business. Additionally, this position facilitates communications in escalation situations, performs quality assurance activities and assists Sr. Manager with analysis of ticket data.

Skills

Customer service, Servicenow, Help desk, ticket management, ticket queue, pos, Technical support, Service desk, Troubleshooting, ITSM, Helpdesk Team Lead

Top Skills Details

Customer service,Servicenow,Help desk,ticket management,ticket queue,pos,Technical support,Service desk

Additional Skills & Qualifications

 Responsible for ensuring Support Desk team members are focused on the prioritized activities (inbound, priority or aging incidents) throughout the business day to ensure the highest level of support to the business.  Provide coaching and feedback to Support Desk members.  Review tickets for accuracy, concise details and overall quality.  Provide input to Sr Manager regarding Support Analyst troubleshooting and ticket quality allowing for a more thorough development of the associate by the Sr Manager.  Manage communications related to escalations (P1 or issues with extended resolution times) ensuring clear updates on status and next steps are being provided on a timely basis. Engage Sr Manager on escalations that may require their involvement.  Verify thoroughness of troubleshooting prior to ticket escalation to Level 3 IT or the scheduling of a 3rd party service provider.  Engage Level 3 IT teams about aging open issues in their queues on behalf of the client.  Participate with project teams to develop support knowledge in the IT Support Desk regarding new/emerging technology being deployed within the business.  Assist Sr Manager IT Support with analysis of tickets to identify root causes of trends or areas of support that can be better supported by Support Desk team.  Publish daily report regarding Support Desk KPI’s.  Validate accuracy of shop invoices for hardware and service tech visits by 3rd party service providers.  Other duties as assigned.

Experience Level

Intermediate Level

Job Type & Location

This is a Contract to Hire position based out of Chicago, IL.

Pay And Benefits

The pay range for this position is $32.00 - $37.00/hr.

Requirements

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
  
  
  

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Jun 27, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems And TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.