Information Technology Support Lead (Level III)

We are seeking a skilled and experienced Level III Support Lead to guide our IT Support team and ensure exceptional service delivery to the organization. The Level III Support Lead will oversee complex technical support operations, mentor the support team, and act as the escalation point for advanced issues. This role also plays a key part in supporting organizational growth through onboarding new employees and managing hardware lifecycle processes, including the 4-year computer replacement cycle.
This is a hybrid position and requires 2/3 days a week at our office in Naperville, Illinois The salary range for this role is between $60,000 to $75,000, with the final offer dependent on experience and qualifications.
Support Lead Key Responsibilities:

• Serve as the technical escalation point for Level I and Level II support teams, resolving advanced technical issues.
• Provide mentorship, training, and guidance to support staff, ensuring the team operates at a high level of efficiency and expertise.
• Monitor and manage the IT ticketing system, ensuring timely resolution of escalated issues and adherence to service-level agreements (SLAs).
• Assist with onboarding new employees by ensuring IT resources are provisioned, configured, and functioning properly.
• Oversee the 4-year computer replacement cycle, ensuring timely hardware upgrades and deployments.
• Develop and refine IT support processes and tools to improve efficiency and user satisfaction.
• Analyze support trends and metrics to identify areas for improvement in IT services and team performance.
• Collaborate with other IT teams (e.g., systems, development, and security) to resolve cross-functional issues and enhance overall service delivery.
• Document solutions for complex issues and update the team’s knowledge base to support continuous learning and process improvement.
• Provide hands-on support during peak periods or when resolving critical issues.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5+ years of IT support experience, with demonstrated expertise in handling advanced technical issues.
• Strong problem-solving skills and the ability to troubleshoot and resolve complex IT issues.
• Experience mentoring or leading technical teams, with a collaborative and supportive leadership style.
• Solid understanding of IT support operations, ticketing systems, and troubleshooting methodologies.
• Excellent communication and interpersonal skills, with a focus on customer service and user satisfaction.

Preferred Qualifications:

• Experience with employee onboarding and IT resource provisioning.
• Knowledge of hardware lifecycle management, including computer replacements.
• Familiarity with ITIL frameworks or other service management methodologies.
• Hands-on experience with common enterprise IT tools, systems, and platforms.

Why Join Us?

• Be part of a forward-thinking IT team driving innovative solutions for a growing organization.
• Work in a collaborative environment with opportunities for professional growth and development.
• Play a key role in delivering exceptional IT services to support a dynamic workforce.

Sourcebooks values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
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