24/7 Service Desk Lead — Process & Performance

SGI; Chicago (IL); On-site; USD 85,000 - 105,000; Full time

Job summary

SGI is seeking an experienced Service Desk Process Analyst to lead and oversee a 24/7 IT Service Desk and Desktop Support environment onsite in Chicago. The role requires guiding support teams, driving service excellence, and coaching staff while managing escalations and incident communications.

The ideal candidate has strong IT Service Management experience, proven leadership capabilities, and thrives in a fast-paced setting that emphasizes accountability, customer service, and collaboration.

Qualifications

• Bachelor's degree in Health Informatics, IT, CS, or related field.
• 5+ years in healthcare technology, IT Service Desk, Desktop Support, or IT operations.
• 3+ years in supervisory or people management role.
• Experience managing IT support teams in a high-volume enterprise.
• Strong ITSM knowledge and Service Desk operations.
• Experience with ITSM ticketing platforms, workflow mgmt, and reporting.
• Excellent verbal and written communication skills.
• Strong problem-solving and organizational skills.
• Ability to manage competing priorities while maintaining service quality.

Responsibilities

• Provide shift-based leadership and supervision for 24/7 Service Desk and Desktop Support.
• Monitor performance metrics, ticket volumes, and SLA adherence.
• Serve as primary escalation point for complex issues and disruptions.
• Lead communications during major incidents with timely updates.
• Coach, mentor, and develop team members.
• Promote accountability and continuous improvement.
• Identify workflow inefficiencies and recommend improvements.
• Support ITSM best practices and operational standards.
• Analyze service desk data to improve customer experience.
• Collaborate with IT teams and stakeholders to improve delivery.

Skills

IT Service Management

Team leadership

Customer service

Communication skills

Education

Bachelor's degree in Health Informatics / IT / CS

Tools

ITSM ticketing platforms

Workflow management

Performance reporting tools

Job description

SGI is seeking an experienced Service Desk Process Analyst to lead and oversee a 24/7 IT Service Desk and Desktop Support environment onsite in Chicago. The role requires guiding support teams, driving service excellence, and coaching staff while managing escalations and incident communications.

The ideal candidate has strong IT Service Management experience, proven leadership capabilities, and thrives in a fast-paced setting that emphasizes accountability, customer service, and collaboration.