SEKO Logistics · 5 hours ago
Service Desk Team Lead
Schaumburg, IL
Full-time
Onsite
Mid, Senior Level
$59K/yr - $84K/yr
3+ years expSEKO Logistics is a global provider of logistics services with a strong reputation for innovation and flexibility. They are seeking a Service Desk Team Lead to manage the Service Desk team, oversee support requests, and implement best practices for IT service management. The role involves ensuring customer satisfaction and leading end-user computing initiatives.
Enterprise Software
Responsibilities
Oversee the processing of incoming support requests via ticketing system, phone, and email
Establish and enforce service level agreements (SLAs) in consultation with stakeholders
Monitor and analyze trends in Help Desk requests to generate reports for decision-making
Manage the Service Desk team, including performance evaluations, training, and scheduling
Report building experience with PowerBI or Service Desk tools to communicate on trends, aging ticket reports, and trends
Coordinate and perform hands-on fixes at the client level, including software installation, hardware upgrades, and system configuration
Develop and implement end-user training programs to increase computer literacy
Oversee the management of end-user devices, including desktops, laptops, and mobile devices
Drive the strategy for software deployment and desktop infrastructure improvements
Lead and mentor a team of Service Desk Analysts and End User Computing specialists
Implement best practices for IT service management, such as ITIL frameworks
Collaborate with other IT teams to ensure seamless support across all technology areas
Manage projects related to service desk improvements and end-user computing initiatives
Act as the main escalation point for complex issues and high-priority incidents
Ensure high levels of customer satisfaction through effective communication and problem resolution
Represent the IT department in meetings with other business units and stakeholders
Participate in the development of a safe and healthy workplace. Comply with instructions given for their own safety and health and that of others, in adhering to safe work procedures. Co-operate with management in its fulfilment of its legislative obligations
Other duties as assigned by management
Qualification
Required
Strategic thinking and ability to drive continuous improvement
Strong customer service orientation and ability to manage stakeholder expectations
Excellent time management and ability to prioritize in a fast-paced environment
Analytical skills for interpreting service desk metrics and identifying trends
Ability to balance tactical support needs with strategic IT initiatives
Must have advanced, prior “hands-on” experience with O365, Windows OS, and laptop hardware/software
Comfortable working with executives in high-pressure IT support issues
Ability to support escalations from IT Service Desk and act as 3rd tier resource to resolve issues
Never an issue to contact a user directly to find out what exactly might be the problem
Monitor checklists from teams to keep systems available before issues occur
Hands-on creation of SOPs (Standard Operating Procedures)
Training the Service Desk provider in new SOPs
Communicate to users tips/processes for better engagement and prevent issues from being started
Works on project-based initiatives and provides written and verbal status updates to business users/stakeholders
4-5 on-site days in Schaumburg, IL HQ Office
Bachelor's degree
3+ years of experience in IT support roles, with at least 2+ years in a leadership position
Strong technical knowledge of Microsoft Office 365 in hybrid environment, Windows operating systems, Active Directory
Strong experience in Microsoft Intune and pushing/testing/deployment of software through centralized management technology and processes
ITIL certification and other relevant IT certifications (e.g., CompTIA A+, Microsoft certifications)
Excellent leadership, communication, and problem-solving skills
Experience with ITSM tools and remote support technologies
Knowledge of end-user device management and software deployment tools
Continuous learner of new technologies and certified track record of mastering new technologies
Strong problem-solving and analytical skills
Excellent communication and documentation abilities
Preferred
Current industry certifications from Microsoft or Identity certifications
Experience in a larger IT environment preferred with over 3000 users and multiple domains and O365 tenants
Security experience with modern end point detection and response tools
Experience with cloud platforms (e.g., Azure, AWS) and their IAM components
Benefits
Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account (IL only), Flexible Spendings Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Accident, Critical Illness and hospital indemnity program, Life Insurance, AD&D, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
Retirement Benefits: Contributory Savings Plan (401k)
Company
SEKO Logistics
SEKO provide Supply Chain Solutions through 120 offices in 40 countries.
1001-5000 employees
H1B Sponsorship
SEKO Logistics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Bregal Sagemount
2024-12-11Debt Financing
2021-02-02Debt Financing
2021-01-07Acquired
Leadership Team
Andrew Redwine
Managing Director
Matthew Collins
Managing Partner - SEKO Logistics Indianapolis & Seattle
Recent News
2025-10-20
2025-08-29
Company data provided by crunchbase