IT & CRM Operations Lead

Description

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. 

Job Summary 

We are looking for a IT & CRM Operations 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 split between hands-on technical execution ( Tier 2 helpdesk support) and CRM operations ( process automation and database management). This role is ideal for a disciplined, hands-on IT operations leader who takes pride in solving complex problems, instilling structure and accountability within the team, and elevating team members to have a lasting impact.

Description & Responsibilities

IT Operations 

• Serve as the primary handler for Tier 2 escalated helpdesk tickets, resolving complex end-user issues across hardware, software, and connectivity
• Manage ticket queue health, escalation paths, and coverage windows to ensure SLA compliance
• Define, track, and improve support KPIs including ticket SLA compliance, resolution times, and user satisfaction
• Drive operational improvements including knowledge base articles, workflow automation, and ticket volume reduction
• Oversee vendor relationships for support tooling including Datto RMM and the ticketing platform
• Manage device support across Windows and macOS; handle networking troubleshooting including DNS and VPN
• Liaise with HR on employee onboarding and offboarding workflows
• Partner with Infrastructure & Cloud, Security & Compliance, and Engineering on cross-functional support issues

CRM Administration & Business Systems 

• Champion the data integrity agenda by implementing CRM best practices and overseeing HubSpot requests
• Administer and support HubSpot, including workflow and process automation, pipeline management, and data 
• Design and maintain relational database structures to support business operations and reporting needs
• Identify opportunities to streamline business processes through automation and system improvements
• Support cross-functional stakeholders with CRM-related requests, reporting, and system enhancements

Qualifications

• 5+ years in IT operations with at least 2 years in a management or team lead role 
• Proven experience handling Tier 2 helpdesk 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) 
• Microsoft 365 administration — Exchange, Teams, SharePoint, OneDrive 
• Device management across Windows and macOS; basic networking knowledge (DNS, VPN, troubleshooting) 
• Demonstrated experience coaching junior staff, building team discipline, and managing performance 
• Familiarity with ITIL or a comparable service management framework 
• Strong written communication skills for documentation, KB articles, and escalation notes 

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

Benefits

• Base Compensation: $80,000-120,000 Per Year + Performance Bonus 
• Comprehensive Health, Dental, and Vision Insurance
• Retirement Plan with Company Contribution
• Paid Time Off and Holidays

NEWITY is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual  orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. 

Requirements

This role is fully onsite, five days a week, at 1123 W Washington Blvd Unit 3, Chicago, IL 60607. In-person presence is essential given the hands-on nature of the role