Wipfli ยท 2 hours ago
Engineer II, Service Desk Lead
Chicago, IL
Full-time
Onsite
Mid Level
$60K/yr - $81K/yr
3+ years expWipfli is a company that values its people and offers a career-defining opportunity. The Service Desk Lead (Engineer II) is responsible for managing day-to-day ticket queues, enhancing operational efficiency, and supporting service desk operations while mentoring team members and improving customer satisfaction.
AccountingConsultingInformation Technology
Responsibilities
Oversee daily ticket assignment, queue management, and routing to appropriate teams
Resolve case escalations as needed
Facilitate daily scrum meetings focused on ticket and phone metrics
Develop and maintain best practice guides and training materials (e.g., ticket QRGs, phone call templates, onboarding documentation)
Perform tasks in the Continuous Improvement Register and lead Tier 2 meetings
Manage escalation train-backs and ensure documentation is captured
Coordinate field dispatch operations as needed
Assist with ticket quality audits and provide technician feedback
Lead problem management and continuous improvement efforts, focusing on response and resolution metrics
Own monthly ticket trending metrics to identify problem areas
Mentor and provide feedback to Service Desk team members
Support the sales process and contribute to research and development efforts for innovative solutions
Qualification
Required
Bachelor's degree or equivalent combination of education and experience
3+ years of job-related experience or 3+ years of private industry experience in a relevant technical area
Actively pursuing or holding relevant technical certifications
Preferred
Bachelor's degree in a related field
Experience with ITIL concepts
Certifications in Microsoft 365, Azure, ITIL, Networking
Benefits
8 health plan options (both HMO & PPO plans)
Dental and vision coverage
Opportunity to enroll in HSA with potential Firm contribution
Employee Assistance Program
Firm-sponsored basic life and short and long-term disability coverage
401(k) savings plan & profit share as well as Firm matching contribution
Well-being incentive
Education & certification assistance
Flexible time off
Family care leave
Parental leave
Family formation benefits
Cell phone reimbursement
Travel rewards
Critical illness & accident insurance
Hospital indemnity insurance
Legal
Long-term care
Pet insurance
ID theft protection
Supplemental life/AD&D
Company
Wipfli
Wipfli LLP is one of the top 20 accounting and consulting firms.
1001-5000 employees
H1B Sponsorship
Wipfli has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (3)
2023 (5)
2022 (6)
2021 (7)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
New Mountain Capital
2025-08-01Private Equity
Leadership Team
Ryan Risley
Partner and Chief Technology Officer - Business Solutions Group
Jeff Greeneway
Retired
Recent News
2025-11-28
EIN Presswire
2025-11-14
Company data provided by crunchbase