Infrastructure and Systems Support - Lead
$80,000–$120,000 year
On-site · Chicago, Illinois, United States
Job Summary
Lead a 4–5 person IT operations and end-user support team across HubSpot administration, partner/applicant support, and TOD compliance support; champion data integrity by implementing CRM best practices; participate in HubSpot administration and support efforts; define and track support KPIs (ticket SLA compliance, resolution times, user satisfaction); manage ticket queue health, escalation paths, and release coverage; drive proactive improvements through knowledge base articles, workflow automation, and reduced ticket volume; oversee vendor relationships for Datto RMM and the ticketing platform; collaborate with Infrastructure & Cloud, Security & Compliance, and Engineering on cross-functional issues; liaise with HR on onboarding/offboarding workflows; demonstrate a hands-on, player-coach leadership style; succeed in a fast-paced environment by building systems and processes; required to manage competing priorities with strategic and tactical focus; strong communication and accountability; candidates should have 5+ years in IT operations and at least 2 years in a leadership role, with deep CRM experience (HubSpot preferred) and M365/device management expertise.
Required Qualifications
- 5+ years in IT operations
- 2+ years in a management or team lead role
- End-user support experience with SLA accountability
- CRM systems experience; HubSpot preferred
- Hands-on proficiency in device management/MDM, Microsoft 365 administration, HubSpot or comparable CRM, AWS WorkSpaces/VDI, or ticketing platforms (Datto RMM, ServiceNow, Zendesk)
- Coaching junior staff and managing performance issues
- Strong written communication for documentation and escalation notes
Desired Qualifications
- 5+ years in IT operations
- 2+ years in a management or team lead role
- Experience in end-user support or service desk with measurable SLA accountability
- Deep understanding of CRM systems; HubSpot administration preferred
- Hands-on proficiency in device management/MDM, Microsoft 365 administration, HubSpot or comparable CRM, AWS WorkSpaces/VDI, or ticketing platforms (Datto RMM, ServiceNow, Zendesk)
- Experience coaching junior staff and managing performance issues
- Strong written communication skills for documentation, KB articles, and escalation notes
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