Infrastructure and Systems Support - Lead in Chicago, Illinois at United Operations

NEWITY is America's source for small business capital, dedicated to providing access to affordable loan solutions. Achieving our vision requires more than ambition. It demands resilience, collaboration, accountability, professionalism, and a relentless drive to improve. Our culture moves fast, fosters excellence, and rewards those who lean in. It’s not for everyone, but if you’re energized by challenge, motivated by impact, and ready to grow alongside teammates who share your commitment, there’s no better place to build your career.

NEWITY is looking for a Infrastructure and Systems Support lead to manage our end-user support, business application administration, and IT operations team. You will coach and work alongside a group of 4-5 specialists supporting 100+ employees and their stakeholders across multiple entities. This role is ideal for a hands-on IT operations leader who takes pride in solving complex problems and elevating team members to have a lasting impact.

Description & Responsibilities

• Lead and develop a team of 4–5 specialists across end-user support, HubSpot administration, partner/applicant support, and TOD compliance support
• Champion data integrity agenda by implementing CRM best practices and overseeing HubSpot requests
• Participate in HubSpot administration and support efforts
• Define, track, and improve support KPIs including ticket SLA compliance, resolution times, and user satisfaction
• Manage ticket queue health, escalation paths, and release support coverage windows
• Drive proactive operational improvements — knowledge base articles, workflow automation, and ticket volume reduction
• Oversee vendor relationships for support tooling including Datto RMM and the ticketing platform
• Partner with Infrastructure & Cloud, Security & Compliance, and Engineering on cross-functional support issues
• Liaise with HR on employee onboarding and offboarding workflows

What Makes Someone Successful Here

• You have a player coach mentality and operate both in the weeds and at a high level
• You thrive in operational roles where you can build systems and processes
• You can shift quickly between strategic thinking and tactical problem-solving
• You communicate clearly and preemptively, not reactively
• You hold yourself and others accountable to high standards

What You'll Need to Navigate

• Managing competing priorities while maintaining team focus and morale
• Fast-paced environment with frequent priority shifts
• Balancing immediate execution needs with long-term strategic goals
• Leading through influence with cross-functional partners

• 5+ years in IT operations with at least 2 years in a management or team lead role
• Experience working end-user support or service desk functions with measurable SLA accountability
• Deep understanding of CRM systems and experience administrating CRMs, HubSpot preferred.
• Hands-on proficiency in at least 3 of: device management/MDM, Microsoft 365 administration, HubSpot or comparable CRM, AWS WorkSpaces/VDI, or ticketing platforms (Datto RMM, ServiceNow, Zendesk)
• Demonstrated experience coaching junior staff and managing performance issues constructively
• Microsoft 365 administration — Exchange, Teams, SharePoint, OneDrive
• Device management across Windows and macOS; basic networking knowledge (DNS, VPN, troubleshooting)
• Familiarity with ITIL or a comparable service management framework
• Strong written communication skills for documentation, KB articles, and escalation notes

Benefits

• Base Rate: $80,000-120,000 per year + performance bonus
• Comprehensive health, dental, and vision insurance
• Retirement plan with company contribution
• Paid time off and holidays
• Professional development opportunities