Job Description
IT Team Lead (US Operations)
Application Deadline: 30 September 2026
Department: Customer Experience
Employment Type: Full Time
Location: Chicago USA
Reporting To: Jake Brand
Compensation: $65,000 - $90,000 / year
We are seeking an experienced and proactive IT Team Lead to serve as the primary IT presence within our US operations. Reporting directly to the IT Support Manager, this role will act as the "feet on the ground" for all US-based IT activities, providing local leadership, technical expertise, and operational support while ensuring alignment with global IT standards and objectives.
The successful candidate will combine strong technical knowledge with leadership capabilities, acting as a key liaison between US business stakeholders and the wider IT function. This role is ideal for someone who enjoys balancing hands-on technical work with team coordination and business engagement.
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Key Responsibilities
Leadership & Stakeholder Management
- Serve as the primary IT contact for US-based users and business leaders.
- Provide day-to-day leadership and guidance to local IT resources and third-party support providers.
- Escalate and coordinate issues with global IT teams where required.
- Build strong relationships with key stakeholders across US operations.
- Ensure local IT priorities are communicated effectively and aligned with global IT strategy.
- Support the implementation of IT policies, procedures, and best practices.
ERP & Business Systems
- Provide support and administration for NetSuite ERP or a comparable ERP platform.
- Work closely with business teams to analyse requirements and improve system utilisation.
- Troubleshoot ERP-related issues and coordinate system enhancements.
- Support integrations between ERP systems and other business applications.
- Assist with testing, upgrades, reporting, and user training activities.
Infrastructure & Cloud Services
- Support and administer Microsoft Azure environments.
- Assist with Azure-based resource management, monitoring, security, and optimisation.
- Support Microsoft 365 services including Entra ID (Azure AD), Exchange Online, Teams, and SharePoint.
- Maintain IT infrastructure, networks, and endpoint management within the US remit.
- Ensure compliance with security, backup, and disaster recovery requirements.
IT Operations & Support
- Provide advanced technical support for hardware, software, networking, and business systems.
- Manage local IT projects and contribute to global initiatives.
- Coordinate onboarding and offboarding activities.
- Oversee asset management and local vendor relationships.
- Monitor service levels and drive continual service improvement.
Required Experience & Skills
Essential
- 2-3 years' experience supporting NetSuite ERP or a similar ERP platform (e.g., SAP Business One, Microsoft Dynamics, Oracle ERP, Sage X3, Epicor).
- Experience working with Microsoft Azure environments.
- Previous experience in a senior IT support, lead, or supervisory position.
- Strong knowledge of Microsoft 365 technologies.
- Experience supporting enterprise infrastructure, networking, and end-user computing.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and stakeholder management abilities.
- Ability to work independently while collaborating with international teams.
Desirable
- Experience leading small IT teams or coordinating technical resources.
- Knowledge of ITIL principles and service management practices.
- Experience with cybersecurity controls and compliance requirements.
- Microsoft Azure certifications.
- Experience supporting multi-site or international organisations.
Personal Attributes
- Natural leader with a hands-on approach.
- Strong sense of ownership and accountability.
- Customer-focused with excellent interpersonal skills.
- Able to prioritise and manage multiple activities effectively.
- Adaptable and comfortable operating across technical and business functions.
- Proactive and capable of driving continuous improvement initiatives.
Key Success Measures
- Delivery of high-quality IT support and services across US operations.
- Strong stakeholder satisfaction and engagement.
- Effective local ownership of IT incidents, problems, and projects.
- Successful support and optimisation of ERP and Azure environments.
- Alignment of US IT activities with broader organisational objectives.
This role offers an opportunity to become the trusted IT leader for our US operations while working closely with global IT management to drive technology excellence across the business.
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