Illinois Tool Works

IT Help Desk Supervisor

Illinois Tool Works • $93K — $123K *
Glenview, IL 60025In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • High school diploma or equivalent.
  • 7+ years of IT support experience, especially in multi-site environments.
  • 3+ years of leadership experience managing direct reports.
  • 2+ years managing third-party technology vendors.
  • Strong troubleshooting across hardware, software, networks, and applications.
  • Experience with Microsoft O365, Windows OS, and Active Directory.
  • Ability to communicate technical concepts to non-technical audiences.

Responsibilities

  • Lead, coach, and develop a team of Help Desk Support Analysts.
  • Foster a customer-focused culture by promoting responsiveness and accountability.
  • Oversee daily operations of the Help Desk for timely support resolution.
  • Resolve complex technical issues across various IT domains.
  • Serve as the main escalation point for advanced technical problems.
  • Conduct hands-on troubleshooting and root-cause analysis for major incidents.
  • Provide operational updates and performance reports to leadership.

Benefits

  • Paid vacation and sick leave.
  • Paid parental leave.
  • Paid holidays.
Full Job Description
Job Description:

Purpose of the Role

The Help Desk Supervisor is a hybrid player-coach responsible for leading the Residential Construction Help Desk team while providing advanced technical support and escalation management. This position oversees daily service desk operations, drives team performance through coaching and development, and ensures delivery of timely, high-quality customer support.

The Help Desk Supervisor serves as both a people leader and technical expert, balancing operational management with hands-on troubleshooting of complex hardware, software, network, and application issues. This role partners with internal stakeholders and third-party vendors to improve service delivery, support software adoption, and drive continuous improvement across the IT support function.

Key Responsibilities
  • Lead, coach, and develop a team of Help Desk Support Analysts to achieve service, quality, and business objectives.
  • Foster a customer-focused culture centered on responsiveness, accountability, and continuous improvement.
  • Oversee day-to-day Help Desk operations, ensuring timely resolution of support requests and adherence to service level expectations.
  • Oversee resolution of technical issues across hardware, software, and network operations; document problems and maintain logs for trend analysis.
  • Serve as the primary escalation point for complex technical issues involving hardware, software, networking, and business applications.
  • Provide hands-on troubleshooting and root-cause analysis for recurring or high-impact incidents.
  • Provide regular operational updates and performance reports to leadership.
  • Support IT projects and technology initiatives that enhance the employee experience and business operations.


Required Qualifications
  • High school diploma or equivalent required.
  • 7+ years of progressive IT support experience, including supporting multi-site environments.
  • 3+ years of people leadership experience with direct reports.
  • 2+ years of experience managing third-party technology vendors and service providers.
  • Strong troubleshooting skills across hardware, software, networking, and business applications.
  • Experience utilizing service metrics and data to drive decision-making and process improvements.
  • Experience in supporting Microsoft O365 applications, Windows OS, Workstation and application patch management, endpoint protection and Active Directory.
  • Experience troubleshooting issues with LAN networks and network hardware and cabling
  • Ability to communicate complex technical concepts to non-technical audiences.
  • Proven ability to manage multiple priorities in a fast-paced environment.
  • Strong customer service, organizational, and problem-solving skills.
  • Ability to travel approximately 10%, including occasional overnight travel.


Preferred Qualifications
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
  • Experience supporting multi-site, multi-domain environments.
  • Experience leading a service desk or IT support function.
  • Experience with ticketing systems, knowledge management platforms, and service-level reporting.


Compensation Information:

Annual base salary range for this position is $93,000 - $123,000. Please note that this salary information serves as a general guideline. Company considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations. In addition, our benefits include paid vacation, sick, holiday, and parental leave. For more details, visit our Benefits page.

About Illinois Tool Works

ITW is an industrial manufacturing company that specializes in the fields of industrial machinery, engineering, operations, sales, marketing, finance, and accounting. It's in deep-sea oil rigs, aerospace technology, bridges and wind turbines, healthcare, the spaces in which they live and work, the cars they drive, and the mobile devices they rely on. It was founded in 1912 and headquartered in Glenview Nas, Illinois.

Illinois Tool Works Careers

Join the dynamic team at Illinois Tool Works (ITW), a global leader in diversified manufacturing, where innovation and excellence drive us forward. ITW offers unparalleled job opportunities, fostering a culture of growth and leadership in the industry.

Work You’ll Do

At Illinois Tool Works, you will be part of a professional community that thrives on creativity and innovation. Our employees are equipped with the skills needed to succeed and are provided with endless opportunities for professional growth. Engage in work that matters, with projects that transform industries and enhance futures.

Explore Career Paths

Whether you're seeking an internship, a graduate opportunity, or a seasoned professional position, ITW offers a range of career paths across various departments. Our team benefits from a supportive and diverse working environment where every member’s contribution is valued.

Innovate and Lead

Join a team where innovation leads to revolutionary solutions in industries worldwide. At ITW, you will work alongside industry experts to develop new ideas and strategies that keep us at the forefront of technological advancements. Your career at ITW will be marked by a continuous journey of growth and leadership.

Develop Your Skills

With ITW’s commitment to professional development and diversity training, you will enhance your skills through targeted training programs and workshops. These opportunities not only boost your career but also ensure you stay competitive in the job market.

Be Part of Our Culture

ITW is dedicated to building a culture that respects and embraces diversity, encourages innovation, and fosters leadership. Our team is our greatest asset, and we believe in providing them with the benefits and resources they need to succeed both professionally and personally.

Networking and Professional Growth

Expand your professional network through ITW’s global presence and collaborative work environment. Engage with professionals across different sectors, gaining insights that can lead to significant career advancements. Our networking events and professional groups help you connect with key industry leaders and peers.

Join Our Team

Search for open positions that match your skills and interests on the ITW Careers page. We are looking for passionate, curious, and solution-driven team players who are ready to take their career to the next level.

Stay Connected

Keep up to date with the latest industry trends, company news, and career tips by following our careers blog. Personalize your experience by subscribing to job alert emails, tailored to your preferences and career goals. Explore the opportunities at Illinois Tool Works today and discover how your expertise can help shape the future of our company and the industries we serve. Join us in our mission to achieve excellence through innovation and leadership.
Learn more about Illinois Tool Works
Size
45,000 employees
Market Cap
$68.1 billion
Industry
Manufacturing & Automotive
Net Income
$2.1 billion
Founded
1912
5 Year Trend
+1.2%
Revenue
$12.5 billion
NASDAQ
ITW
* Ladders Estimates

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