Corporate IT Support Lead

Job Summary: The Corporate IT Support Lead serves as the senior technical resource in our Chicago corporate office for level 1, 2, and escalated technology issues. This role is the frontline champion for delivering world-class technology solutions to our pack, combining deep hands-on technical expertise with dedication to consumer advocacy and continuous improvement. The successful candidate is a highly motivated, personable, and experienced technology pack member who independently manages complex support requests, identifies trends, and drives long-term solutions — all while elevating the experience of fellow pack members across the enterprise

In this senior individual contributor role, the Corporate IT Support Lead will partner closely with the Corporate Manager of Platforms & IT Support and the broader technology team to ensure seamless day-to-day operations, consistent process adherence, and proactive technology support across the corporate pack.

Responsibilities: 

• Serve as the primary escalation point for complex level 1 and 2 technology issues within the corporate office, resolving advanced incidents with minimal supervision
• Maintain in-depth knowledge and understanding of Great Wolf's technologies, hosted applications, and services
• Provide local and remote support for all software, hardware, and technology utilized by our pack
• Demonstrate deep Active Directory and Azure Active Directory expertise, including creating and maintaining user accounts, and managing user provisioning
• Collect, analyze, and track support trends and metrics in partnership with leadership and the enterprise technology team to develop and deploy long-term solutions
• Communicate highly technical information clearly and effectively to both technical and non-technical pack members
• Consult with line management on technology guidance and identify opportunities where solutions can be deployed to solve business problems
• Provide support for enterprise deployments of new technology solutions and distributed locations
• Ensure change management processes are followed for all changes impacting our environment
• Provide on-call after-hours support on a rotating schedule with other engineers
• Assist peers with unassigned service requests and contribute to an equitable, well-managed
• support queue
• Other responsibilities as assigned and determined by business need. 

Qualifications: 

• Bachelor's degree in STEM or a related field
• Five or more years of previous technology help desk and/or IT support experience, with demonstrated progression into senior or lead-level responsibilities
• Strong knowledge of Microsoft cloud-based applications, including Office 365 Admin Portal, Azure, SharePoint, Exchange Online, OneDrive, and Microsoft Teams
• Deep understanding of Active Directory and Azure Active Directory
• Hands-on experience supporting both Windows and Mac OS environments
• Proficiency in appropriately handling phishing, malware, and third-party security platforms
• Ability to support distributed users with remote assist tools
• Experience with networked infrastructure technologies, including printers, switches, routers, and wireless access points
• Understanding of the OSI model
• Meticulous attention to detail and time management with strong communication skills
• Demonstrated consultation skills with the ability to communicate effectively across all levels of the organization
• Experience with server technologies, SharePoint, Microsoft Entra, and Citrix required
• Hospitality experience preferred
• Ability to lift up to 50 pounds

Estimated Salary Range:

 -  annual base salary

An employee’s pay position within the salary range will be based on several factors, including but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of Great Wolf’s total compensation package. Other rewards may include annual bonuses, a Paid Time Off policy, and other perks.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.