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IT Site Lead (Managed Services - Service Desk)

• HIRING ASAP

• TEKsystems Oak Park, IL
• On-Site Apply Dashboard Operations Leadership Management ServiceNow Forecasting Outsourcing Coordinating Communication KPI Reporting Microsoft 365 Desktop Support Master Planning Customer Service Managed Services Project Planning Technical Support Resource Planning Performance Review Business Valuation Workforce Planning Wide Area Networks Employee Onboarding Local Area Networks Endpoint Management IT Service Management Escalation Management Full Stack Development Stakeholder Management Azure Active Directory Business Transformation Windows System Administration Continuous Improvement Process Virtual Private Networks (VPN) Key Performance Indicators (KPIs) Information Technology Operations At least 3 years $104,000 - $114,400 / yr Posted yesterday

Description:

IT Lead (Site IT Owner) | 1-2 year + Contract Top Skills Details IT Service Delivery & Site Operations Management End User Support & Infrastructure Leadership Team Leadership, Escalation Management & Client Engagement ServiceNow, Microsoft 365 & Entra ID Administration

ITIL, KPI

Reporting & Continuous Service Improvement Job Description We are seeking an experienced IT Site Lead / Site IT Owner to oversee all onsite IT operations supporting a large enterprise environment. This individual will act as the primary technology representative and operational owner for the site, leading a team of desktop support technicians while partnering closely with client stakeholders, leadership teams, and internal service delivery organizations. The ideal candidate will possess a blend of technical expertise, leadership capabilities, operational management experience, and strong customer-facing communication skills. This role serves as the senior escalation point for complex issues while ensuring service delivery excellence, technician development, SLA attainment, and overall client satisfaction. Key Responsibilities Service Delivery & Site Ownership Serve as the primary onsite IT owner and point of contact for all technology-related operations. Ensure delivery of IT services meets or exceeds established SLAs and client expectations. Lead daily operations for onsite desktop support and infrastructure support teams. Manage incident, request, problem, and escalation processes through resolution. Drive continuous improvement initiatives to enhance service quality and operational efficiency. Coordinate with global support teams, network teams, engineering teams, and third-party vendors. Maintain operational readiness for business-critical systems and end-user environments. Team Leadership & Personnel Management Lead, mentor, coach, and develop onsite support technicians. Conduct performance reviews, career development planning, and ongoing technician training. Participate in recruiting, interviewing, onboarding, and workforce planning activities. Manage technician schedules, coverage models, PTO coordination, and resource allocation. Foster a culture of customer service excellence and accountability. Client & Stakeholder Engagement Build strong relationships with client leadership and business stakeholders. Provide executive-level communication regarding incidents, outages, projects, and service trends. Facilitate regular operational reviews, service meetings, and status updates. Serve as escalation point for VIP users, executives, and critical business incidents. Drive customer satisfaction and ensure rapid resolution of service concerns. Reporting & Business Operations Prepare and present operational reports, service metrics, SLA dashboards, and trend analysis. Monitor ticket queues, technician productivity, incident volumes, resolution times, and customer satisfaction metrics. Analyze service performance data and develop improvement plans. Support budget tracking, staffing forecasts, project planning, and profitability objectives. Assist leadership with resource planning and operational decision making. Technical Leadership Provide senior -level technical support and escalation management. Troubleshoot and resolve complex infrastructure and end-user computing issues. Maintain oversight of endpoint management, software deployments, hardware lifecycle activities, and compliance initiatives. Participate in site technology projects, upgrades, migrations, and implementation efforts. Ensure adherence to security, operational, and technology standards. Technical Environment Microsoft Technologies Microsoft 365 Administration Entra ID (Azure Active Directory) Exchange Online Teams Administration Intune / Endpoint Management Windows 10 & Windows 11 Service Management ServiceNow Incident Management Change Management Problem Management Asset Management Knowledge Management Infrastructure & Networking Cisco VPN Support Cisco LAN/WAN Connectivity Wireless Network Troubleshooting TCP/IP Fundamentals Network Connectivity and Escalations Printer and Peripheral Support Endpoint Support Desktop & Laptop Hardware Break/Fix Hardware Lifecycle Management Imaging and Deployment Executive Support Software Installation & Troubleshooting Conference Room & Collaboration Technologies Additional Technologies Active Directory

SCCM / MECM

Citrix Remote Support Tools Mobile Device Support Endpoint Security Platforms Required Qualifications 7+ years of IT Support, Infrastructure Support, or Service Delivery experience. 3+ years of leadership experience managing support technicians or service teams. Experience supporting enterprise-level environments with 1,000+ users. Strong understanding of Microsoft 365, Entra ID, Windows administration, and endpoint management. Experience with ServiceNow ticketing and reporting. Proven ability to manage escalations, critical incidents, and executive-level support situations. Strong client-facing communication and stakeholder management skills. Experience creating KPI reports, operational dashboards, and service performance reviews. Preferred Qualifications Prior MSP, Managed Services, or Outsourcing experience. ITIL Foundation Certification. Experience managing onsite support operations across multiple locations. Experience supporting manufacturing, corporate campus, or enterprise environments. Experience managing staffing, hiring, onboarding, and technician development Job Type & Location This is a Contract position based out of Oak Park, IL. Pay and Benefits The pay range for this position is $50.00 - $55.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. 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) Job Type & Location This is a Contract position based out of Oak Park, IL. Application Deadline This position is anticipated to close on Nov 16, 2026. Workplace Type This is a fully onsite position in Oak Park,IL. 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 Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.

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JP-006393629