Support Jobs in Tinley Park, IL

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Helpdesk Team Lead

Proven Business Systems LLC Tinley Park, IL

Tinley Park, IL

Today

$60k - $110k/yr Full time Manager Marketing Application Support

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Job Description

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.

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