Climate Pros, LLC
IT Helpdesk Technician Lead
Climate Pros, LLC, Glendale Heights, Illinois, United States, 60139
Apply for the
IT Helpdesk Technician Lead
role at
Climate Pros, LLC
Base pay range $80,000 – $100,000 per year
The IT Helpdesk Team Lead is in charge of leading support for the IT team. Reporting to the IT Operations Manager, this role will align with overall department goals while driving the user support experience. This is a technical, hands‑on role that will work closely with the IT Helpdesk team to revise and create procedures, address ticket issues and escalations, and assist with team growth.
Technical Skills
Active Directory and Entra
Windows Server administration
Networking (LAN, WAN, DNS, VPN, VLANs)
Vendor and ISP relationships
On‑premises and cloud‑hosted IT infrastructure
PC and mobile device management systems (MDM, RMM, etc.)
Hardware and software initiatives including assessments and rollout
Hosted VOIP systems
Cybersecurity issue identification, remediation, and documentation
Ability to triage, diagnose, and resolve tickets while maintaining SLAs, SOPs, and customer service
Management Responsibilities
Supervise and mentor a team of 6+ IT Helpdesk Technicians
Provide technical training and guidance to team members
Manage a Helpdesk software system, including assigning, prioritizing, and escalating tickets
Uphold team performance benchmarks such as SLAs, response time, and user satisfaction
Create and manage SOPs, including process improvements through training and automation
Collaborate with the IT Operations Manager and communicate team initiatives and goals
Qualifications
3+ years of experience in an IT Helpdesk or similar role
1+ years managing an IT Helpdesk environment
IT certifications such as A+, Network+, Security+, or equivalent (highly preferred)
Proven ability to work independently and manage priorities
Extensive experience documenting Standard Operating Procedures (SOPs)
Occasional travel (5%)
Excellent oral and written communication skills
Ability to explain complex technical and security concepts to technical and non‑technical audiences
Physical capability to stand/walk up to 50% of the day and lift up to 50 pounds; able to manage multiple tasks and meet tight deadlines in a fast‑paced environment
Physical Requirements & Working Conditions The role is performed in a normal office environment with one or more public spaces. Responsibilities include:
Frequent sitting, standing, walking, hearing, seeing, and talking
Close vision requirements due to computer work
Light to moderate lifting may be required
Employees may be required to visit customer sites or ride along with a field technician
Legal authorization to work in the U.S. indefinitely is required; employer work permit sponsorship is not available for this position
Referrals increase your chances of interviewing at Climate Pros, LLC by 2x.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology and Management
Industries HVAC and Refrigeration Equipment Manufacturing and Information Services
Benefits
Medical insurance
Vision insurance
401(k)
Disability insurance
#J-18808-Ljbffr
IT Helpdesk Technician Lead
role at
Climate Pros, LLC
Base pay range $80,000 – $100,000 per year
The IT Helpdesk Team Lead is in charge of leading support for the IT team. Reporting to the IT Operations Manager, this role will align with overall department goals while driving the user support experience. This is a technical, hands‑on role that will work closely with the IT Helpdesk team to revise and create procedures, address ticket issues and escalations, and assist with team growth.
Technical Skills
Active Directory and Entra
Windows Server administration
Networking (LAN, WAN, DNS, VPN, VLANs)
Vendor and ISP relationships
On‑premises and cloud‑hosted IT infrastructure
PC and mobile device management systems (MDM, RMM, etc.)
Hardware and software initiatives including assessments and rollout
Hosted VOIP systems
Cybersecurity issue identification, remediation, and documentation
Ability to triage, diagnose, and resolve tickets while maintaining SLAs, SOPs, and customer service
Management Responsibilities
Supervise and mentor a team of 6+ IT Helpdesk Technicians
Provide technical training and guidance to team members
Manage a Helpdesk software system, including assigning, prioritizing, and escalating tickets
Uphold team performance benchmarks such as SLAs, response time, and user satisfaction
Create and manage SOPs, including process improvements through training and automation
Collaborate with the IT Operations Manager and communicate team initiatives and goals
Qualifications
3+ years of experience in an IT Helpdesk or similar role
1+ years managing an IT Helpdesk environment
IT certifications such as A+, Network+, Security+, or equivalent (highly preferred)
Proven ability to work independently and manage priorities
Extensive experience documenting Standard Operating Procedures (SOPs)
Occasional travel (5%)
Excellent oral and written communication skills
Ability to explain complex technical and security concepts to technical and non‑technical audiences
Physical capability to stand/walk up to 50% of the day and lift up to 50 pounds; able to manage multiple tasks and meet tight deadlines in a fast‑paced environment
Physical Requirements & Working Conditions The role is performed in a normal office environment with one or more public spaces. Responsibilities include:
Frequent sitting, standing, walking, hearing, seeing, and talking
Close vision requirements due to computer work
Light to moderate lifting may be required
Employees may be required to visit customer sites or ride along with a field technician
Legal authorization to work in the U.S. indefinitely is required; employer work permit sponsorship is not available for this position
Referrals increase your chances of interviewing at Climate Pros, LLC by 2x.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology and Management
Industries HVAC and Refrigeration Equipment Manufacturing and Information Services
Benefits
Medical insurance
Vision insurance
401(k)
Disability insurance
#J-18808-Ljbffr