Office 365 Team Lead (#3160) in Glenview, IL at ITW

Date Posted: 10/4/2019

Job Snapshot

Job Description

The Office 365 Team Lead’s role is to guide the team in service desk activities and projects relating to the Microsoft Office 365 suite of services, primarily Exchange Online. These services are delivered to local users and remote divisions across more than 400 email domains. This individual will be the subject matter expert in Exchange Online and the main point of contact for the Security Operations Manager.  

The Office 365 Team 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.


  • Act as an escalation point for advanced or difficult requests.
  • Collaborate with Business Solutions team on trends and performance.
  • Build rapport with business unit IT managers.
  • Manage Office 365 projects and migrations.
  • Escalate problems (when required) to the Security Operations Manager.
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Alert management to emerging trends in incidents.
  • Test fixes to ensure problem has been adequately resolved.
  • Develop/Update support documents and FAQ sheets
  • Reinforce SLAs to manage end-user expectations.
  • Assisting in providing advanced Office 365 support when request volumes are high.


  • 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 Exchange Online administration and Office 365 administration experience strongly preferred
  • Experience with Active Directory administration
  • Experience with service desk ticketing software preferred
  • Experience with Windows operation systems
  • Experience with Microsoft Office
  • 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

Illinois Tool Works Inc. (“ITW” or “the Company”) is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please email to request assistance. No other requests will be acknowledged