We are seeking a skilled and experienced Level III Support Lead to guide our IT Support team and ensure exceptional service delivery to the organization. The Level III Support Lead will oversee complex technical support operations, mentor the support team, and act as the escalation point for advanced issues. This role also plays a key part in supporting organizational growth through onboarding new employees and managing hardware lifecycle processes, including the 4-year computer replacement cycle.
This is a hybrid position and requires 2/3 days a week at our office in Naperville, Illinois The salary range for this role is between $60,000 to $75,000, with the final offer dependent on experience and qualifications.
Support Lead Key Responsibilities:
- Serve as the technical escalation point for Level I and Level II support teams, resolving advanced technical issues.
- Provide mentorship, training, and guidance to support staff, ensuring the team operates at a high level of efficiency and expertise.
- Monitor and manage the IT ticketing system, ensuring timely resolution of escalated issues and adherence to service-level agreements (SLAs).
- Assist with onboarding new employees by ensuring IT resources are provisioned, configured, and functioning properly.
- Oversee the 4-year computer replacement cycle, ensuring timely hardware upgrades and deployments.
- Develop and refine IT support processes and tools to improve efficiency and user satisfaction.
- Analyze support trends and metrics to identify areas for improvement in IT services and team performance.
- Collaborate with other IT teams (e.g., systems, development, and security) to resolve cross-functional issues and enhance overall service delivery.
- Document solutions for complex issues and update the team’s knowledge base to support continuous learning and process improvement.
- Provide hands-on support during peak periods or when resolving critical issues.
Required Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 5+ years of IT support experience, with demonstrated expertise in handling advanced technical issues.
- Strong problem-solving skills and the ability to troubleshoot and resolve complex IT issues.
- Experience mentoring or leading technical teams, with a collaborative and supportive leadership style.
- Solid understanding of IT support operations, ticketing systems, and troubleshooting methodologies.
- Excellent communication and interpersonal skills, with a focus on customer service and user satisfaction.
Preferred Qualifications:
- Experience with employee onboarding and IT resource provisioning.
- Knowledge of hardware lifecycle management, including computer replacements.
- Familiarity with ITIL frameworks or other service management methodologies.
- Hands-on experience with common enterprise IT tools, systems, and platforms.
Why Join Us?
- Be part of a forward-thinking IT team driving innovative solutions for a growing organization.
- Work in a collaborative environment with opportunities for professional growth and development.
- Play a key role in delivering exceptional IT services to support a dynamic workforce.
Please include a strong cover letter outlining your experience and interest in the position. Only those including cover letters and salary requirements will be considered.
Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care/Dependent Care Flexible Spending Account, Health Savings Account 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, & generous paid time off.
Sourcebooks values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
As Newsweek’s #2 Most Loved Workplace in 2024 and a recognized leader in innovation by Fast Company (2024 Most Innovative Companies, 2023 Best Workplaces for Innovators), we use a mission-driven, data-centered approach to drive success for our authors and their books. We’re a thriving entrepreneurial company that creates books that transcend categories and defy odds, and we’ve been honored with hundreds of national bestsellers and awards. We are passionate book lovers dedicated to connecting books to readers in innovative ways. Story by story, book by book, we have changed more than 300 million lives. Join us as we change 300 million more.
Top Skills
What We Do
“Sourcebooks, a legitimate contender for the title of ‘most innovative company in book publishing.’”—Mike Shatzkin, Idealog
Innovators. Always looking for ways to bring new experiences to our readers, data is the backbone that gives direction to our creativity and informs our innovative spirit.
Put Me In The Story, now the #1 personalized book platform in the U.S., is one of three e-commerce businesses we operate. We are committed to innovative publishing and to exploring new publishing platforms and models.
Owners and Entrepreneurs. We take pride in being pioneers. Each of us is a leader invested in creating breakthrough for ourselves, our company, and readers everywhere.
Starting with just one book in 1987, we now publish more than 300 new titles each year. With millions of books sold and more than 80 New York Times and USA Today bestsellers—and more—Sourcebooks publishes authors, not books.
Constantly Learning. Not content to rely on yesterday’s knowledge, we know tomorrow’s opportunities can be discovered only with a passionate desire to explore new ideas.
We Create Amazing. Every book and product we create and every life we touch is an opportunity to deliver the unexpected and the extraordinary.
Our award-winning books earn accolades from Parenting Media Awards, YALSA Lists, Texas Bluebonnet, state awards, the Society of Illustrators Gold Medal Award, and more. Book Business Magazine named Sourcebooks 2013 Publishing Innovator of the Year.
From children’s, young adult, fiction, and memoir to personalized books, inspirational gifts, reference, poetry, and beyond, we believe books change lives. It is the heart of all that we do. We are excited to work with passionate authors, booksellers, librarians, designers, media, brand partners, and others to create a vibrant future for books.
FIND US ONLINE
www.sourcebooks.com
www.putmeinthestory.com
www.simpletruths.com
www.123magic.com
