Our client is looking for a Level 2 Technical Lead to join their team in their Downtown Chicago office. This resource will provide mentorship/leadership to 3 Level 2 Technicians in support of a wide variety of user systems and applications to increase the skills and knowledge of the team. They will interact on a consistent basis with members of the Level 2 Help Desk team and will be a liaison between the Level 2 Team and Level 3 team. It is important that this individual has a strong Level 2 background but also has a general understanding of Level 3 related task so they know how to pass off a ticket. They will collaborate with members of the Technical Services and Engineering teams to develop solutions for reoccurring tickets/issues. The goal is to ensure that our technology infrastructure runs smoothly and efficiently.
* Acts as a mentor and provides oversight, coaching, and training to the Level 2 Help Desk team
* Develop standard operating procedures or best practices for the Level 2 Help Desk team
* Reviews tickets for trend analysis
* Provides end-user and local office technical support and uses the ticket management system, troubleshoot issues and outages.
* Participates in projects and tasks alongside Systems Engineers, Infrastructure Leads, and IT Managers.
* Works closely with Asset Managers to ensure the integrity of asset management systems
* Writes technical documentation, manuals and IT policies
* Monitoring SLA/SLO performance for compliance with organizational needs and requirements
* Run monthly 1 on 1's & performance reviews for the Level 2 team members
* 5 - 7 years of experience in Level 2 IT Support role
* 2-3 + years of management experience
* Databases, networks (LAN, WAN) and patch management
* Intune, SCCM, AutoPilot
* Active Directory
* Office 365, Outlook, Teams, OneDrive, Sharepoint
* Hybrid infrastructures (on-premises and cloud) knowledge
* Intrusion detection systems (IDS) / intrusion prevention systems (IPS) knowledge
* Data backup and recovery for desktops and servers knowledge- they use Veeam
* SQL Server databases
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.