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IT Help Desk Lead
Sargent & Lundy
Lead IT Help Desk team, overseeing support, process improvement, and end‑user services.
6d ago
$70,510 - $103,820
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Chicago, IL
Hybrid
Company Size
4,600 Employees
Service Specialisms
Engineering
Consulting
Project Management
Design
Construction Services
Technical Services
Turnkey
Architecture
Sector Specialisms
Nuclear Power
Grid
Decarbonization
Renewable Energy
Conventional Power
Environmental
Oil & Gas
Consulting & Planning
Role
What you would be doing
asset management
itsm implementation
sop development
advanced troubleshooting
ticket management
knowledge base
- Maintain asset and user account management standards in alignment with IT policies.
- Ensure a high level of customer satisfaction by fostering a customer-first culture.
- Assist in developing and implementing IT service management (ITSM) best practices.
- Schedule and manage help desk coverage to ensure adequate support during business hours and on-call rotations.
- Develop and maintain help desk procedures, documentation, and standard operating processes (SOPs).
- Provide advanced troubleshooting and escalation support for complex incidents or requests.
- Perform quarterly performance check-ins and end of year evaluations for agents
- Identify recurring issues and propose solutions or process improvements.
- Develop internal communications and training materials to improve user self-service.
- Conduct regular team meetings to review performance metrics, open issues, and improvement areas.
- Communicate effectively with users at all levels to provide updates and manage expectations.
- Analyze metrics (ticket volume, response times, customer satisfaction) to report performance and trends.
- Manage Help Desk phone system, track agent performance, join/shadows calls for advanced support.
- Supervise a team of Help Desk Technicians, providing guidance, mentoring, and performance feedback.
- Monitor ticket queues, assign priorities, and ensure timely resolution according to SLA targets.
- Collaborate with infrastructure, applications, and security teams for escalations and cross-functional issue resolution.
- Ensure accurate documentation of issues, resolutions, and knowledge base updates.
What you bring
bachelor's
comptia a+
itil v4
windows
office 365
leadership
- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
- Customer-focused mindset with a commitment to service excellence.
- CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
- 5+ years of experience in IT support, with 2 years in a team lead or supervisory role (preferred).
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- FSA & HSA
- Strong understanding of ITIL principles and ITSM processes.
- Excellent problem-solving, communication, and interpersonal skills.
- Experience in supporting Windows, macOS, Office 365, Active Directory, and enterprise ticketing systems (e.g., ServiceNow, Ivanti Cherwell, Freshworks etc.).
- ITIL v4 Foundation Certification.
- Strong leadership and people management skills.
- Disability Coverage
- Life & Accident Insurance
- Paid Vacation
- Health Plans: Medical, Dental, Vision
- Merit Scholarship Program
- Paid Parental Leave
- Flexible Work Arrangements
- Paid Holidays
- Pre-Tax Commuter Account
- Employee Discount Program
- Tuition Assistance
- Employee Referral Bonus
- Corporate Charitable Giving Program
- Paid Bereavement Leave
- Back-Up Daycare
- Paid Annual Personal/Sick Time (PST)
- First Professional Licensure Bonus
- Employee Assistance Program (EAP)
Information not given or found
Interview process
Information not given or found
Visa Sponsorship- we do not sponsor employees for work authorization in the u.s. for this position.
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Company
Overview
Founded in 1891
Year Established
Since its establishment in 1891, the company has consistently provided innovative and impactful services across various industries.
- The company specializes in providing innovative solutions across the energy and industrial sectors.
- With a rich legacy, Sargent & Lundy has delivered high-impact projects for utilities, government entities, and large industrial clients.
- Notable projects include power plants, renewable energy installations, and water treatment facilities.
- The firm is recognized for its expertise in energy transition solutions, especially in nuclear, solar, and wind sectors.
- Their global reach includes both large-scale infrastructure projects and localized service offerings tailored to specific industries.
- Sargent & Lundy thrives on providing full-service capabilities, from design and planning to construction and operations.
- The company’s engineering prowess is often highlighted by its deep involvement in complex energy systems and environmental solutions.
$9.8M
Donations to United Way
Over $9.8 million donated to United Way since 1998.
$600k+
Raised for Boys & Girls Clubs
$600,000+ raised for Boys & Girls Clubs of Chicago through employee-driven initiatives.
$9.8M
charitable giving
Over $9.8 million donated to United Way since 1998.
- Quality is ingrained in everything we do – ISO 9001 certified with standardized processes, quality council chaired by the CEO, performance improvement at key project milestones.
- A culture of meaningful impact – employees engaged in education outreach, mentorship, scholarships and community design projects.
- Recognized leadership, innovation, compensation & benefits, purpose & values, well-being and professional development via multiple Top Workplaces & Culture Excellence Awards.
- Nurturing professional development – mentor program, tuition assistance up to 100%, in-house education, license incentives, and ongoing career check-ins.
- Employee engagement through resource groups and clubs (e.g., AANHPI Minds in Power, Black EmPOWERment, MIND, Prism, SALVO, UNIDOS, Women’s Professional Network)
93%
Industry Survey Rank
Scored 93% in the Electric Utility Industry Sustainable Supply Chain Alliance advisory survey, highlighting strong sustainability performance.
100%
Renewable Energy Use
Powered Fort Worth office's building with 100% renewable energy, demonstrating commitment to clean energy sources.
3M lbs/month
CO₂ Emissions Reduced
Reduced over 3 million pounds of CO₂ emissions monthly in Fort Worth office's parking garage through sustainability initiatives.
4k lbs
Coffee-Pack Recycling
Doubled coffee-pack recycling to 4,000 pounds in 2023, showcasing waste diversion efforts.
- Established Sustainability Advisory Council in 2020; annual sustainability reports released (latest April 22, 2024)
- Tracking Scope 1 & 2 emissions in 2024, initiating Scope 3 tracking in 2025
- Nine focus areas: governance, performance metrics, office operations, transportation & fuel, water, materials & supply chain, waste & cleaning, stakeholder engagement, process improvement
- Installed EV charging stations at Chicago HQ
- Supports clients’ net-zero goals via expertise in grid modernization, renewables, storage, EV infrastructure, nuclear, carbon capture, hydrogen, environmental compliance
90% Confidence
Employee Confidence in Leadership
Nearly 90% of employees expressed confidence in company leadership, reflecting strong trust and alignment with organizational direction.
7 Groups
Employee Resource Groups
The company supports and sponsors 7 Employee Resource Groups, fostering diversity and inclusion across various demographics.
7 Categories
Top Workplaces Recognition
Recognized in 7 categories of Top Workplaces awards, including purpose, well-being, appreciation, professional development, open-mindedness, and leadership.
- Employee Resource Groups supported and sponsored by executives: AANHPI Minds in Power, Black EmPOWERment, MIND (Neurodiversity/Disability), Prism (LGBTQIA+), SALVO (Military Veterans), UNIDOS (Hispanic/Latino), Women’s Professional Network.
- High marks for a culture where voices are heard and employees feel valued.
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