Service Desk Technical Lead
Illinois Housing Development Authority
Lead service desk, handle escalations, improve IT support, train staff.
2 days ago ago
$81,117 - $101,397
Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Chicago, IL
Office Full-Time
Company Size
200 Employees
Service Specialisms
Affordable Housing
Housing Finance
Low-Income Housing Tax Credits
Mortgage Programs
Homebuyer Assistance
Housing Development
Real Estate Development
Project Financing
Sector Specialisms
Residential
Affordable Housing
Multifamily Housing
Permanent Supportive Housing
Housing for Persons with Disabilities
Housing for Homelessness Prevention
Mixed-Income Housing
Housing Development
Role
What you would be doing
collaboration
issue resolution
technical leadership
process improvement
training delivery
escalation management
- Foster cross-functional collaboration by working closely with internal departments and broader workgroups to maintain ownership of user-reported issues, driving resolution within established service-level expectations.
- Provide technical leadership and oversight by evaluating the effectiveness of current support methodologies, identifying gaps, and implementing innovative solutions to enhance service desk performance and user satisfaction.
- Assess training needs and deliver targeted learning sessions to strengthen the technical proficiency of service desk staff, ensuring the team remains current with evolving technologies, tools, and best practices.
- Serve as the primary escalation point for service desk agents when technical issues exceed first-level resolution capabilities, ensuring timely and effective support for end users.
What you bring
itil
powershell
microsoft 365
sccm
10+ years
tier 2/3
- Deep understanding of computer systems, hardware, software, and audio-visual equipment in enterprise environments.
- Functional knowledge and in-depth understanding of ITIL framework is highly preferred.
- Strong analytical and troubleshooting skills, with the ability to resolve complex technical issues efficiently.
- Experience with creating and deploying PC images is preferred.
- Proficiency with Automation technologies such as Powershell, Power Automate, or similar is highly preferred.
- Minimum of 10 years of hands-on experience supporting and administering Microsoft Windows environments.
- At least 5 years of experience in a call center or service desk support setting.
- Proven track record with 7–10 years in Tier 2/Tier 3 technical support, including leadership responsibilities within a service desk team.
- Proficiency in Microsoft 365 cloud services, Office Suite, System Center Configuration Manager (SCCM), Azure, Intune, and SharePoint is preferred.
- Currently in a hybrid work arrangement, but candidates must reside in Illinois at time of hire
- Excellent interpersonal and communication skills, with the ability to collaborate across teams and engage with users at all levels.
- Paid time off, plus paid holidays
- Medical/dental/vision insurance plan
- IHDA employees may be eligible for federal loan forgiveness programs
- Tuition reimbursement
- Short/long term disability,
- Life insurance
- Salary: $81,117 - $101,397
- 401K plan – immediate vesting
- Flex spending
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
- Founded to address the housing needs of low- and moderate-income families in Illinois.
- Operates as a government agency focused on affordable housing, homeownership, and community development.
- Provides financing, tax credits, and loan programs to support affordable housing projects.
- Works closely with local governments, developers, and non-profit organizations to revitalize communities.
- Offers a range of programs to help people achieve and maintain homeownership, including down payment assistance and foreclosure prevention.
- Aims to increase the availability of affordable housing in both urban and rural areas across the state.
- Plays a key role in funding and supporting the construction and renovation of affordable housing units.
- In recent years, has worked to integrate more sustainable practices in housing projects, creating greener, more energy-efficient homes.
$27 Billion
Housing Financing
Delivered over $27 billion in state, federal, and leveraged financing to date.
327,000 Homes
Housing Developments
Supported over 327,000 homes and apartments through various financing programs.
A1/AA/AA
Credit Ratings
Maintains high credit ratings, enabling independent bond issuance.
- We connect people with financing programs for their homes.
- Self-supporting agency operating without taxpayer funds
- Collaborates with lenders, developers, local governments, nonprofits and community groups
- Since 1967, has delivered more than $27 billion in state, federal, and leveraged financing to support over 327,000 homes and apartments
- Maintains high credit ratings (A1/AA/AA) to independently issue bonds
$3.2M
Affordable Housing Project
Restoration of historic Nachusa House into senior affordable housing, funded through Low-Income Housing Tax Credits.
- No explicit 'net zero' target stated on public site
- Finances energy-efficient multifamily rental housing through Low-Income Housing Tax Credits and HOME Investment Partnerships
- Supports rehabilitation and adaptive reuse (e.g., restoration of historic Nachusa House into senior affordable housing)
- Incorporates greening and demolition of blighted properties to support community revitalization
$5 Million
capacity-building initiative launched
Supporting pre-development, training, and technical assistance for developers of color.
100%
BIPOC participation in LIHTC applications
All approved applications included BIPOC participation on development teams.
160 Hours
training delivered to Next Gen cohort
Training focused on affordable housing development and the LIHTC program.
- Ongoing incentives in LIHTC for BIPOC-led firms and projects with proactive racial equity planning
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