Helpdesk Team Lead

Proven Business Systems LLC is seeking a hands-on Help Desk Team Lead to guide day-to-day support while helping strengthen client infrastructure and service delivery. This role leads the MNS Team and works closely with the Help Desk Manager, combining leadership responsibilities with active troubleshooting, ticket ownership, and continuous improvement.

Based onsite in Tinley Park, IL, you will monitor performance, mentor team members, coordinate training as technology evolves, and provide escalation-level assistance for complex issues.

Key Responsibilities

• Maintain a consistently high standard of responsiveness, professionalism, and technical expertise across Help Desk interactions
• Monitor ticketing system performance to support timely resolution and service excellence
• Coach and mentor team members to support growth and maintain strong customer service delivery
• Identify and coordinate training needs so the team stays prepared for evolving technology requirements
• Generate, review, and act on reports covering ticketing trends, asset management, and client KPIs
• Provide escalation-level technical support to assist with complex incidents and issues
• Support and participate in hands-on projects and client deployments
• Track IT assets across clients and support accurate inventory management
• Collaborate with internal teams and departments to resolve recurring issues and enhance service workflows
• Participate in improvement planning and operational optimization initiatives
• Perform other duties as assigned

Requirements

• Bachelor’s degree in Information Systems, Computer Science, or equivalent experience
• Minimum 5 years in an IT support or help desk environment
• Minimum 2 years of team leadership or IT Help Desk Management experience
• Strong knowledge of IT infrastructure including servers, networks, firewalls, and enterprise support tools
• Ability to mentor and guide Help Desk personnel at various experience levels
• Proven ability to communicate effectively with both technical and non-technical audiences
• Experience with help desk systems such as ConnectWise and ServiceNow
• Strong multitasking and time management skills in fast-paced environments
• Ability to collaborate cross-functionally and maintain strong internal and external relationships
• Must be able to lift up to 35 lbs
• Valid driver’s license and reliable transportation
• At least one of the following certifications (or an equivalent credential demonstrating similar technical knowledge): CCNA
• At least one of the following certifications (or an equivalent credential demonstrating similar technical knowledge): AZ-104
• At least one of the following certifications (or an equivalent credential demonstrating similar technical knowledge): MS-102 (Microsoft 365 Administrator)
• At least one of the following certifications (or an equivalent credential demonstrating similar technical knowledge): Cisco Meraki Solutions Specialist

Technologies

• ConnectWise
• ServiceNow
• CCNA
• AZ-104
• MS-102 (Microsoft 365 Administrator)
• Cisco Meraki Solutions Specialist
• Microsoft 365

Benefits

• Group health insurance (Cigna) after a 30-day waiting period for full-time employees working at least 30 hours per week and their dependents
• Dental benefits and a Vision PPO plan using the EyeMed network
• Voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance
• Employer provided life/AD&D insurance of $25,000 after a 30-day waiting period
• Employer provided LTD with a 90-day elimination period and maximum benefit of 60% of covered payroll up to $6,000/month
• Employee Assistance Program through Disability Resource Services via Mutual of Omaha for emotional, legal, and financial issues
• 401(k) plan: eligibility after 120 days and employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals
• Financial advisory services through Merrill Lynch available at no cost for 401(k) and retirement questions
• Permissive Time Off policy with competitive paid time off after a 90-day waiting period
• Parental leave: after 24 months of employment, 90 days of paid maternity leave and 10 days of paid paternity leave; employees with less than 24 months may take the same amount of unpaid time off
• Fitness center: free on-site facility at the Tinley Park headquarters office location, open 24/7 (Monday through Sunday)

Physical Requirements

• Frequent use of computer, phone, and office equipment
• Ability to lift and carry equipment up to 35 lbs
• Occasional bending, kneeling, or crouching
• Periods of standing, sitting, and walking throughout the day

Compensation: $60,000 - $110,000 per year.