IT Specialist Lead

Champions Do More

As one of the fastest-growing and most exciting brands in the industry, Crash Champions is the largest founder-led multi-shop operator (MSO) of high-quality collision repair service in the U.S. The company, which also operates the growing Crash Champions LUXE | EV Certified brand of highline and luxury EV repair centers, services customers at more than 650 state-of-the-art locations in 38 states across the U.S. Crash Champions was founded in 1999 as a single Chicago repair center by industry veteran and 2023 EY Entrepreneur of the Year Midwest award winner Matt Ebert. For more than 25 years, our vision has been anchored by the belief that delivering superior collision repair service is about People First. Welcome to Crash Champions. We Champion People.

JOB PURPOSE: The IT Specialist Lead serves as a senior technical resource responsible for delivering advanced end-user support, resolving complex technical issues, and providing operational leadership within the Service Desk and endpoint support environment. This position serves as a primary escalation point for Level 1 and Level 2 support, provides high-touch technical support to senior leadership, and partners across IT teams to ensure timely and effective resolution of incidents and service requests.The IT Specialist – Lead combines advanced technical expertise with lead responsibilities, including mentoring team members, overseeing ticket and queue quality, supporting IT service management processes, developing technical documentation, and identifying opportunities to improve service delivery. This position utilizes remote support and ticketing technologies, including TeamViewer and Ivanti, and collaborates with internal IT teams, business stakeholders, and external vendors to support reliable technology operations.

Responsibilities

Service Delivery & Technical Support

• Provide advanced technical support for end users across hardware, software, endpoint, application, connectivity, and related technology issues.
• Utilize TeamViewer and other approved remote-support tools to diagnose and resolve technical issues.
• Manage incidents and service requests through Ivanti or other designated IT service management platforms.
• Provide high-touch technical support to executives and senior leaders, including timely communication and coordination of issue resolution.
• Serve as a primary escalation point for complex incidents and issues that cannot be resolved by Level 1 or Level 2 support.
• Take ownership of complex and high-impact issues through resolution, including troubleshooting, root-cause identification, documentation, and appropriate follow-up.
• Prioritize support activities based on business impact, urgency, service-level expectations, and organizational priorities.
• Participate in an on-call rotation, typically one to two times per month, based on business needs.

Technical Leadership & Endpoint Support

• Lead advanced troubleshooting across endpoint, infrastructure, application, and connectivity environments.
• Support endpoint management activities, including device configuration, patching, software deployment, and system updates using Intune, SCCM, Ivanti, or related enterprise tools.
• Install, test, validate, and monitor operating system, application, security, and performance updates and patches.
• Support and maintain business software applications and end-user technology environments.
• Troubleshoot Windows desktop and server environments, printers, remote drives, mobile devices, Office 365, Active Directory, and related enterprise technologies.
• Support compliance with established architecture principles, security requirements, technology standards, and configuration practices.
• Respond to alerts generated by IT monitoring tools and coordinate appropriate investigation and resolution.
• Collaborate with Infrastructure, Security, Systems Administration, Applications, and other IT teams to resolve cross-functional technical issues.

Service Desk Leadership & Mentorship

• Provide day-to-day technical guidance, coaching, and mentorship to Level 1 and Level 2 Service Desk team members.
• Assist team members with troubleshooting approaches, technical development, documentation, and adherence to established processes.
• Support Service Desk queue oversight, including ticket prioritization, ticket quality, workload management, and timely escalation of issues.
• Assist with onboarding and technical training of new Service Desk team members.
• Share technical knowledge and lessons learned with the broader team to strengthen overall Service Desk capabilities.
• Promote accountability, collaboration, knowledge sharing, and continuous learning across the support team.

ITSM, Documentation & Process Improvement

• Support the design, implementation, and maintenance of workflows within Ivanti or other designated IT service management platforms.
• Promote adherence to established IT service management practices across Incident, Service Request, Problem, and Change Management.
• Develop, review, and maintain standard operating procedures, knowledge base articles, technical documentation, and runbooks.
• Apply structured troubleshooting methodologies to identify root causes and develop sustainable solutions to recurring or complex technical issues.
• Identify gaps in Service Desk processes and recommend workflow improvements, automation, controls, or other solutions to improve efficiency and data integrity.
• Ensure support activities and ticket documentation meet established quality and process standards.

Continuous Improvement & Reporting

• Analyze ticket trends, recurring incidents, backlog, and service performance to identify opportunities for improvement.
• Support Problem Management efforts by identifying recurring issues, evaluating root causes, and coordinating long-term solutions.
• Monitor and support key Service Desk performance indicators, including service levels, backlog health, ticket quality, resolution trends, and user satisfaction.
• Provide reporting, observations, and recommendations to IT leadership to support operational and technology decisions.
• Research and evaluate technology services, tools, and vendors as needed and provide recommendations related to functionality, operational effectiveness, and cost.

Cross-Functional & Business Support

• Partner with business stakeholders and IT teams to support technology implementations, enhancements, and operational needs.
• Participate in technology projects, including device deployments, system migrations, platform upgrades, and other enterprise initiatives.
• Assist management with technology-related requests, potential implementations, and issue resolution.
• Collaborate with external vendors and support resources when additional technical expertise or escalation is required.
• Communicate technical issues, risks, status updates, and resolutions clearly to both technical and non-technical stakeholders, including senior leadership.
• Perform additional duties and responsibilities as assigned.

Qualifications

• 7+ years of help desk, Service Desk, desktop support, or related technical support experience within an enterprise environment.
• At least 5 years’ experience with Active Directory and DFS.
• At least 3 years’ experience with Exchange and Microsoft 365.
• 2+ years’ Mobile Device Management experience, including Microsoft Intune
• Demonstrated experience serving as an escalation point or technical lead within an IT support organization.
• Experience coaching, mentoring, or providing technical guidance to other IT support professionals.
• Experience providing technical support to executives and senior leadership.
• Experience supporting or leading Service Desk queue management, including ticket prioritization, workload distribution, and escalation management.
• Experience developing and maintaining SOPs, knowledge base articles, technical documentation, and runbooks.
• Experience with IT service management practices, including Incident, Request, Problem, and Change Management, and working knowledge of ITIL principles.
• Experience analyzing Service Desk metrics, ticket trends, service levels, backlog health, and user satisfaction data.
• Experience supporting enterprise technology implementations, device rollouts, system migrations, and platform upgrades.
• Advanced knowledge of Windows desktop operating systems and experience supporting Windows Server environments.
• and support of Android and iOS devices.
• Experience with enterprise endpoint management technologies, including SCCM, SCOM, Ivanti, or equivalent platforms.
• Experience with endpoint patching, system updates, software packaging, and software deployment using enterprise endpoint management technologies.
• Experience utilizing IT service management/ticketing platforms such as Ivanti, ServiceNow, or equivalent systems.
• Working knowledge of networking fundamentals, including DNS, DHCP, FTP, ICMP, TCP, and UDP.
• Experience with backup monitoring and reporting.
• CompTIA A+ certification.

PREFERRED:

• Microsoft certification in server, desktop, cloud, or other applicable technologies.
• ITIL Foundation certification.

Benefits

The Company offers the following benefits for this position, subject to applicable eligibility requirements and annual updates:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life Insurance
• Disability Insurance
• 401k Retirement Plan with match
• Referral Bonus (“Cash From Crash”)
• 5 Paid Holidays

We are committed to providing competitive compensation for this role. The actual offer will be based on various factors, including but not limited to: job related knowledge, skills, experience, relevant certifications and qualifications.

 

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Posted Min Pay Rate

USD $36.00/Hr.

Posted Max Pay Rate

USD $46.00/Hr.