24/7 Service Desk Supervisor & Incident Lead

Atos; Chicago (IL); On-site; USD 75,000 - 120,000; Full time

Job summary

Atos in the United States seeks a Service Desk Process Analyst to supervise IT Service Desk and Desktop Support teams, ensuring 24/7 coverage and strong performance. You will coach staff, handle escalations, and lead communications during major incidents to minimize service disruption.

The role requires extensive healthcare technology experience with leadership capability, shaping incident response and continuous improvement while balancing day-to-day operations with long-term strategy.

Qualifications

• 5+ years in healthcare technology.
• 3+ years in a supervisory or leadership role.
• Exceptional verbal and written communication, with ability to translate complex concepts clearly.
• Ability to deliver mass communications during major incidents.
• Strong people leadership and coaching capability.
• Ability to build and sustain a cohesive, high performing team.
• Coaching, mentoring, and developing employees through observation and feedback.
• Ability to balance operational demands with long term direction.

Responsibilities

• Provide 24/7 supervisory coverage for IT Service Desk and Desktop Support teams.
• Be accountable for team performance metrics and coaching team members.
• Serve as the primary escalation point during shifts.
• Lead communications during major incidents.

Skills

Leadership

Coaching

Communication

ITSM

Incident management

Data analysis

Problem solving

Organizational skills

Tools

ITSM ticketing systems

Job description

Atos in the United States seeks a Service Desk Process Analyst to supervise IT Service Desk and Desktop Support teams, ensuring 24/7 coverage and strong performance. You will coach staff, handle escalations, and lead communications during major incidents to minimize service disruption.

The role requires extensive healthcare technology experience with leadership capability, shaping incident response and continuous improvement while balancing day-to-day operations with long-term strategy.