Hybrid IT Service Desk Manager — Lead, Improve & Resolve

Duly Health and Care; Downers Grove (IL); Hybrid; USD 86,000 - 128,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Mental health support

401(k) match

Tuition reimbursement

Volunteer time off

Parental leave

Adoption assistance

Job summary

Duly Health and Care in Downers Grove, IL is seeking an IT Manager - Support Services to lead a multi-site IT Service Desk, set strategy, and manage day-to-day operations. The role requires hands-on involvement in service desk activities, incident response, and escalation handling across all Duly sites, with a hybrid schedule requiring 3 days onsite in Downers Grove.

You will lead vendor relationships, drive service improvements, and oversee budget, staffing, and CAB governance to support

Qualifications

• Bachelor's degree in Information Technology or related field.
• 5+ years' experience managing a multi-site 24/7 IT Service Desk.
• Strong ITSM knowledge and ITIL compliant tools.

Responsibilities

• Manages the IT Service Desk; defines goals, trains staff, and ensures accountability.
• Represents IT in leadership meetings, aligning priorities with service desk strategy.
• Collaborates with senior leadership to boost productivity and reduce tickets.
• Owns the IT service delivery budget, including vendor contracts and renewals.
• Directs vendors to meet SLAs and oversees incident response and escalation.
• Leads major outages and post-incident reviews to identify root causes.

Skills

IT service desk leadership

ITIL processes

Incident management

Education

Bachelor's degree in Information Technology or related field

Tools

ITSM software

Job description

Duly Health and Care in Downers Grove, IL is seeking an IT Manager - Support Services to lead a multi-site IT Service Desk, set strategy, and manage day-to-day operations. The role requires hands-on involvement in service desk activities, incident response, and escalation handling across all Duly sites, with a hybrid schedule requiring 3 days onsite in Downers Grove.

You will lead vendor relationships, drive service improvements, and oversee budget, staffing, and CAB governance to support