IT Service Desk Manager
Daniels Health
full-time
Posted on:
Location Type: Hybrid
Location: Chicago • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $120,057 - $135,125 per year
Job Level
SeniorLead
Tech Stack
ITSMServiceNow
About the role
- Lead and mentor the Service Desk team, fostering a culture of collaboration, accountability, and continuous improvement.
- Oversee daily Service Desk operations, ensuring timely, accurate, and high-quality support for end users.
- Manage IT asset and software lifecycle processes, including procurement, licensing compliance, and inventory control.
- Monitor and analyze service performance metrics (e.g., ticket resolution times, SLA adherence, customer satisfaction) to identify trends and implement process improvements.
- Develop and maintain vendor relationships, negotiating and managing service contracts to ensure cost-effectiveness and reliability.
- Collaborate with cross-functional teams to uphold security standards, regulatory compliance, and system availability.
- Drive service excellence initiatives, including knowledge base development, automation opportunities, and user experience enhancements.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (preferred)
- 10+ years of experience in enterprise IT support, including 7+ years in a leadership capacity
- Strong knowledge of ITSM tools (e.g., FreshService, ServiceNow)
- Experience with Microsoft 365, networking, and asset management systems
- Exceptional communication, leadership, and problem-solving skills
- ITIL Certification preferred
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT asset managementsoftware lifecycle managementservice performance metricsticket resolutionSLA adherenceprocurementlicensing complianceknowledge base developmentautomationuser experience enhancements
Soft skills
leadershipcommunicationproblem-solvingcollaborationaccountabilitycontinuous improvementnegotiationcross-functional teamworkservice excellencecustomer satisfaction
Certifications
ITIL Certification