Illinois Housing Development Authority · 21 hours ago
Service Desk Technical Lead
Chicago, IL
Full-time
Hybrid
Senior Level, Lead/Staff
$81K/yr - $101K/yr
10+ years expIllinois Housing Development Authority (IHDA) is one of the Nation’s preeminent Housing Finance Agencies, committed to financing affordable housing in Illinois. The Service Desk Technical Lead serves as a liaison between end users and IT support teams, providing expert guidance for technical issues and ensuring effective resolution to minimize disruption in business operations.
Financial ServicesLendingReal Estate
Responsibilities
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
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
Perform all other duties as assigned
Qualification
Required
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
Moderate to Expert Level Proficiency with Automation technologies such as Powershell, Power Automate, or similar is required
Demonstrated ability to mentor and develop team members, manage workloads and service-level agreements (SLAs), and deliver timely support for incidents and project-related tasks
Deep understanding of computer systems, hardware, software, and audio-visual equipment in enterprise environments
Strong analytical and troubleshooting skills, with the ability to resolve complex technical issues efficiently
Excellent interpersonal and communication skills, with the ability to collaborate across teams and engage with users at all levels
Preferred
Experience with creating and deploying PC images is preferred
Proficiency in Microsoft 365 cloud services, Office Suite, System Center Configuration Manager (SCCM), Azure, Intune, and SharePoint is preferred
Functional knowledge and in-depth understanding of ITIL framework is highly preferred
Benefits
Paid time off, plus paid holidays
Medical/dental/vision insurance plan
Life insurance
Short/long term disability
Tuition reimbursement
Flex spending
401K plan – immediate vesting
IHDA employees may be eligible for federal loan forgiveness programs
Company
Illinois Housing Development Authority
Illinois Housing Development Authority provides an array of loans, mortgage, lending, financial, housing, rental, and real estate services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Timothy Hicks
Deputy Chief Financial Officer, Managing Director Accounting
Keith Evans
Chief Information Officer
Recent News
2025-07-16
Company data provided by crunchbase