Service Desk Team Lead

Company Description

Today, ITW (NYSE: ITW) is a Fortune 260 company that employs nearly 46,000 people with operations in 51 countries. ITW has become one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses.

The ITW campus includes a fitness center at no cost to the employees, a subsidized wellness café, outdoor volleyball courts, a walking trail, employee resource groups, corporate discounts, free parking, and much more. We are a one-block walk to the nearest Metra station for the Milwaukee North line, and it is a quick train ride to/from downtown Chicago.

More details on our benefits can be found on our website at https://www.itw.com/careers/benefits-compensation/

Job Description

The Service Desk Team Lead role coordinates service desk activities to deliver Information Technology support to local users and remote business units. This individual will monitor incidents, service level agreements, and the duties of the service desk team. In this role, the Service Desk Team Lead will act as the main point of contact for the Service Desk Manager in resolving support requests. The team lead role will be the escalation point of contact for difficult requests and will provide leadership and accountability through a commitment to end-user satisfaction and continuous process and service improvement.

• Assisting in providing Level I and Level 2 support when request volumes are high.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with service desk customers.
• Escalate problems (when required) to the Service Desk Manager.
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Alert management to emerging trends in service desk requests.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow ups with Service Desk Technicians as required.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Collaborate with Business Solutions team on application performance trends and issues reported.
• Maintain schedule for Service Desk Agents.
• Support Executives and Executive meetings, such as Board Meetings & Executives Leadership Team (ELT).

Qualifications

• An Associate degree and a minimum of 1 year IT helpdesk experience. In lieu of a degree, at least 3 years of IT help desk experience required
• Familiarity with ITW corporate help desk strongly preferred
• Relevant professional certifications strongly preferred (ex. CompTIA, etc.)
• Broad range of computer hardware, software, telecommunications, network, and desktop knowledge is highly desirable
• Experience with service desk ticketing software
• Experience with Windows operating systems
• Experience with Microsoft Office
• An energetic, hands-on, enthusiastic individual
• Very process oriented and able to develop and document workflow processes
• Able to effectively interact with all levels of the organization
• Solid understanding of all IT disciplines including applications, networks, and systems and the process required to successfully support each of them independently and interdependently
• Proven experience resolving technological obstacles by working with business partners, technical teams, and vendors
• Exceptional verbal and written communication skills
• Ability to prioritize and execute tasks in a high-pressure environment quickly

Additional Information

Illinois Tool Works Inc. (“ITW” or “the Company”) is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please email corp_accessibility@itw.com to request assistance. No other requests will be acknowledged.

ITW is an equal opportunity employer. We va