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 sheetsDefine/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 administrationAdvanced Microsoft 365 administration experience strongly preferredExperience with Microsoft OfficeExperience with Active Directory administrationExperience with service desk ticketing software preferredExperience with Windows operation systemsExperience managing projects and deliverablesAn energetic, hands-on, enthusiastic individualVery process oriented and able to develop and document work-flow processesAble to effectively interact with all levels of the organizationProven experience resolving technology obstacles by working with business partners, technical teams and vendorsExceptional time-management skillsExceptional verbal and written communication skills

Personal Attributes

Ability to conduct research into a wide range of computing issues is requiredAbility to absorb and retain information quicklyAbility to present ideas/instructions in user-friendly, business-friendly, and technical languageHighly self-motivated with limited direction.Keen attention to detailProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentExceptional 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.