Job Summary We are looking for a IT & CRM Operations Lead to manage our end-user support, business application administration, and IT operations team. You will coach and work alongside a group of 4-5 specialists supporting 100+ employees and their stakeholders across multiple entities. This role is split between hands-on technical execution ( Tier 2 helpdesk support) and CRM operations ( process automation and database management). This role is ideal for a disciplined, hands-on IT operations leader who takes pride in solving complex problems, instilling structure and accountability within the team, and elevating team members to have a lasting impact.
Description & ResponsibilitiesIT Operations - Serve as the primary handler for Tier 2 escalated helpdesk tickets, resolving complex end-user issues across hardware, software, and connectivity
- Manage ticket queue health, escalation paths, and coverage windows to ensure SLA compliance
- Define, track, and improve support KPIs including ticket SLA compliance, resolution times, and user satisfaction
- Drive operational improvements including knowledge base articles, workflow automation, and ticket volume reduction
- Oversee vendor relationships for support tooling including Datto RMM and the ticketing platform
- Manage device support across Windows and macOS; handle networking troubleshooting including DNS and VPN
- Liaise with HR on employee onboarding and offboarding workflows
- Partner with Infrastructure & Cloud, Security & Compliance, and Engineering on cross-functional support issues
CRM Administration & Business Systems - Champion the data integrity agenda by implementing CRM best practices and overseeing HubSpot requests
- Administer and support HubSpot, including workflow and process automation, pipeline management, and data
- Design and maintain relational database structures to support business operations and reporting needs
- Identify opportunities to streamline business processes through automation and system improvements
- Support cross-functional stakeholders with CRM-related requests, reporting, and system enhancements
Qualifications- 5+ years in IT operations with at least 2 years in a management or team lead role
- Proven experience handling Tier 2 helpdesk or service desk functions with measurable SLA accountability
- Deep understanding of CRM systems and experience administrating CRMs, HubSpot preferred.
- Hands-on proficiency in at least 3 of: device management/MDM, Microsoft 365 administration, HubSpot or comparable CRM, AWS WorkSpaces/VDI, or ticketing platforms (Datto RMM, ServiceNow, Zendesk)
- Microsoft 365 administration - Exchange, Teams, SharePoint, OneDrive
- Device management across Windows and macOS; basic networking knowledge (DNS, VPN, troubleshooting)
- Demonstrated experience coaching junior staff, building team discipline, and managing performance
- Familiarity with ITIL or a comparable service management framework
- Strong written communication skills for documentation, KB articles, and escalation notes
What Makes Someone Successful Here- You have a player coach mentality and operate both in the weeds and at a high level
- You thrive in operational roles where you can build systems and processes
- You can shift quickly between strategic thinking and tactical problem-solving
- You communicate clearly and preemptively, not reactively
- You hold yourself and others accountable to high standards
Benefits- Base Compensation: $80,000-120,000 Per Year + Performance Bonus
- Comprehensive Health, Dental, and Vision Insurance
- Retirement Plan with Company Contribution
- Paid Time Off and Holidays
Requirements
This role is fully onsite, five days a week, at 1123 W Washington Blvd Unit 3, Chicago, IL 60607. In-person presence is essential given the hands-on nature of the role
