**Job Description:** Since its founding more than 100 years ago, ITW has become one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses. We place a high premium on developing innovative solutions–most of which are developed in tandem with our customers. And we continue to ensure that our customers receive timely, cost-effective service for our innovative products. ITW’s differentiated business model comprises unique core capabilities: our proprietary 80/20 business process, customer-back innovation, and our well-known decentralized entrepreneurial culture. These capabilities are unmistakably ITW—and key to our longevity and strong performance. ITW’s products and solutions are at work all over the world, in deep-sea oil rigs, aerospace technology, bridges and wind turbines, healthcare, the spaces in which we live and work, the cars we drive, and the mobile devices we rely on. We are never, whether we know it or not, more than a few steps from an innovative ITW solution. Today, ITW (NYSE: ITW) employs ~46,000 people with operations in 51 countries with headquarters in Glenview, IL. Our campus includes a fitness center at no cost to the employees, cafeteria, outdoor volleyball courts, walking trails around the facility, employee resource groups, corporate discounts, dry cleaning services, covered/outdoor parking, and much more. We are just a block away from the nearest Metra station, and it is a quick 20-minute train ride to downtown Chicago, museums, lakefront, and other activities. More details on our benefits can be found on our website at https://www.itw.com/careers/benefits-compensation/ The Enterprise Business Solutions Operations Lead will report directly to the Enterprise Business Solutions Manager. This role will play a significant part in ensuring the smooth execution of daily activities within the Team. These services are delivered to local users and remote divisions placed globally within the ITW organization. The Operations Lead will monitor incidents, service level agreements, and serve as the escalation contact for difficult requests and issues. This individual will provide leadership and accountability through a commitment to end-user satisfaction and continuous process/service improvement. By managing resources, streamlining workflows, and implementing strategies for operational improvement, the Operations Lead supports the organization’s goals and objectives. Their responsibilities include monitoring performance metrics, facilitating communication between team members, and ensuring compliance with industry standards and regulations. Through their leadership, they contribute to the overall productivity and success of the divisions, making sure operations align with the company’s vision and customer expectations. **Responsibilities** + Oversee day-to-day operations of the Enterprise Business Solutions Support Queue. + Act as an escalation point for advanced or difficult requests. + Analyze operational data and reports to identify areas for improvement. + Implement and manage operational systems, processes, and policies to support organizational goals. + Facilitate communication and collaboration among team members to foster a positive work environment. + Alert management to emerging trends in incidents. + Test fixes to ensure the problem has been adequately resolved. + Develop/Update support documents and FAQ sheets + Define/Redefine SLEs to manage end-user expectations. + Assist in providing advanced Microsoft 365 support when request volumes are high. + Contribute to strategic projects and execute with cross-functional teams. **Requirements** + College diploma or university degree preferred in the field of computer science. + 5+ years of work experience within IT help desk, IT service desk, IT administration or systems administration + Advanced Microsoft 365 administration experience strongly preferred + Experience with Microsoft Office + Experience with Active Directory administration + Experience with service desk ticketing software preferred + Experience with Windows operation systems + Experience managing projects and deliverables + An energetic, hands-on, enthusiastic individual + Very process oriented and able to develop and document work-flow processes + Able to effectively interact with all levels of the organization + Proven experience resolving technology obstacles by working with business partners, technical teams and vendors + Exceptional time-management skills + Exceptional verbal and written communication skills **Personal Attributes** + Ability to conduct research into a wide range of computing issues is required + Ability to absorb and retain information quickly + Ability to present ideas/instructions in user-friendly, business-friendly, and technical language + Highly self-motivated with limited direction. + Keen attention to detail + Proven analytical and problem-solving abilities + Ability to effectively prioritize and execute tasks in a high-pressure environment + Exceptional customer service orientation and organization. + Experience working in a team-oriented, collaborative environment **Compensation Information:** The compensation package for the role offers a competitive base salary ranging from $95K - $110K annually. This position is eligible to participate in the annual incentive plan. ITW considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, geographic location, key skills, as well as market and business considerations. In addition to a competitive salary, ITW employees in the U.S. are eligible for a comprehensive benefits package. This package includes medical, dental, vision, disability and life insurance programs. We also provide a 401k plan with both a company match and additional employer contribution, Flexible Spending Accounts, Health Savings Accounts, Employee Assistance Program, Commuter benefits, Adoption Assistance, and Educational Assistance; Parental Leave, vacation, sick time, and 11 Paid Holidays.