Sargent & Lundy · 2 hours ago
IT Service Desk Lead
Chicago, IL
Full-time
Hybrid
Senior Level, Lead/Staff
$100K/yr - $144K/yr
10+ years expSargent & Lundy is a leading consulting engineering firm specializing in the power and energy sectors. They are looking for a motivated Service Desk leader to oversee daily operations of the IT Service Desk team, ensuring timely resolution of technical issues and enhancing end-user experience.
ElectronicsEnergyInformation Technology
No H1B
Responsibilities
Supervise a team of Help Desk Technicians, providing guidance, mentoring, and performance feedback
Schedule and manage help desk coverage to ensure adequate support during business hours and on-call rotations
Monitor ticket queues, assign priorities, and ensure timely resolution according to SLA targets
Conduct regular team meetings to review performance metrics, open issues, and improvement areas
Perform quarterly performance check-ins and end of year evaluations for agents
Provide advanced troubleshooting and escalation support for complex incidents or requests
Oversee remote technical support at other S&L office locations
Ensure accurate documentation of issues, resolutions, and knowledge base updates
Collaborate with infrastructure, applications, and security teams for escalations and cross-functional issue resolution
Maintain asset and user account management standards in alignment with IT policies
Manage Help Desk phone system, chat and self-service channels to track agent performance, join/ shadow calls for advanced support
Identify recurring issues and propose solutions or process improvements
Increase first call resolution rate of all incidents reported and maintain a ratio of 70% or better
Promote use of AI tools and self-service options to deflect common incidents
Perform quality audits on tickets for documentation and compliance with best practices and to improve overall user experience
Develop and maintain help desk procedures, documentation, and standard operating processes (SOPs)
Assist in developing and implementing IT service management (ITSM) best practices
Analyze metrics (ticket volume, response times, customer satisfaction) to report performance and trends
Ensure a high level of customer satisfaction by fostering a customer-first culture
Communicate effectively with users at all levels to provide updates and manage expectations
Develop internal communications and training materials to improve user self-service
Qualification
Required
Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience)
10 + years of experience in IT support, with a minimum of 2 years in a team lead or supervisory role
Experience in supporting Windows, macOS, Office 365, Active Directory, and enterprise ticketing systems (e.g., ServiceNow, Ivanti Cherwell, Fresh works etc.)
Working knowledge of diagnostic and digital experience tools such as Nexthink, Systrack, WXP etc
Strong leadership and people management skills
Excellent problem-solving, communication, and interpersonal skills
Good knowledge of Microsoft tool stacks such as office suite, Outlook, SharePoint and Teams administration
Strong understanding of ITIL principles and ITSM processes
Ability to prioritize and manage multiple tasks in a fast-paced environment
Customer-focused mindset with a commitment to service excellence
Preferred
ITIL v4 Foundation Certification
CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate
Benefits
Health Plans: Medical, Dental, Vision
Life & Accident Insurance
Disability Coverage
Employee Assistance Program (EAP)
Back-Up Daycare
FSA & HSA
401(k)
Pre-Tax Commuter Account
Merit Scholarship Program
Employee Discount Program
Corporate Charitable Giving Program
Tuition Assistance
First Professional Licensure Bonus
Employee Referral Bonus
Paid Annual Personal/Sick Time (PST)
Paid Vacation
Paid Holidays
Paid Parental Leave
Paid Bereavement Leave
Flexible Work Arrangements
Company
Sargent & Lundy
Sargent & Lundy is a power generated company that provides technical expertise and integration for global use.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Thomas White
Retired
Recent News
Chicago Tribune
2025-11-08
2025-10-28
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