Service Desk Manager
$120,000–$145,000 year
On-site · Chicago, Illinois, United States
Chicago, Illinois, United StatesOn-siteFull Time$120,000–$145,000 yearSenior LevelBachelors DegreeUnknown
Type
Full Time
Level
Senior Level
Education
Bachelors Degree
Company size
Unknown
Job Summary
Lead a Service Desk team to provide high-availability IT support, drive automation and AI-enabled modernization of the support ecosystem, manage incidents and service requests, collaborate with Infrastructure, Security, and Engineering, oversee IT asset management (ITAM) and procurement, and develop/monitor KPIs and SLAs while mentoring staff and maintaining a robust knowledge base to improve self-service and user experience.
Required Qualifications
- Bachelor’s degree in IT, Computer Science, or equivalent experience
- 5+ years in IT Support/Service Management
- 2+ years in a management or lead capacity
- Experience with ITSM platforms (ServiceNow, Jira Service Management, Zendesk)
- Automation tools experience in IT settings
- ITIL Certification highly preferred
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