IT Manager, Support Service

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

Job summary

Duly Health and Care is seeking an IT Manager for Support Services to lead the 24/7 IT Service Desk across sites, define strategy, and drive service delivery excellence. You will actively participate in daily operations, incident response, and staffing decisions while guiding a high-performing team.

The role requires a Bachelor’s degree in IT or related field and 5+ years of ITSM leadership experience, with a focus on ITIL-aligned processes and cross-location coordination at Duly.

Qualifications

• 5+ years' experience managing a multi-location 24/7 IT Service Desk.
• Strong ITSM skills including identification, resolution and escalation of system issues.
• Strong knowledge of ITIL compliant service desk tools.
• 3-5 years of experience preferred.

Responsibilities

• Oversee the IT Service Desk; drive strategic service delivery goals and staff accountability.
• Represent IT in leadership meetings, translating business priorities into service desk strategy and staffing plans.
• Direct vendors and on-call rotations; monitor incidents and drive root-cause analyses.

Skills

ITSM leadership

Incident management

Multi-location support

Staff coaching

Education

Bachelor's degree in Information Technology, Computer Science or related field

Tools

ITIL tools

Service desk software

Job description

At Duly Health and Care, you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do. With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

Benefits:

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

IT Manager - Support Services

Hybrid Schedule - 3 days Onsite in Downers Grove, IL

PRIMARY PURPOSE

This is a hands-on leadership role requiring both strategic direction-setting and direct, day-to-day operational involvement in IT service delivery. Set strategy, establish goals, and provide overall leadership for world-class IT support of all end-users at all Duly sites. Personally engage in daily service desk operations - including active queue oversight, major incident response, and escalation handling - while providing management to the IT Service Desk. Achieve support performance goals set forth by leadership.

MAJOR RESPONSIBILITIES

Manages the IT Service Desk; drives a strategic vision of service delivery by defining goals/objectives, up-training staff, building accountability, and coordinating cross-functional initiatives. Represents IT in leadership and cross-functional operations meetings, translating business priorities into service desk strategy and staffing/resourcing plans. Collaborate with senior leadership to identify opportunities to increase employee productivity and job satisfaction, reduce IT service tickets and to optimize performance and revenue impact. Owns and manages the support services budget, including vendor contract negotiation, renewals, and cost/value tracking for outsourced NOC/SOC and other managed services. Directs vendors to deliver world-class support services and holds them accountable to contracted SLAs. Utilizes customer satisfaction feedback to identify opportunities for process improvement and education. Actively monitors service desk ticket queues and dashboards in real time; personally steps in on P1/P2 incidents, major outages, and high-visibility escalations, including outside of standard business hours as needed. Serves as the final escalation point for complex, unresolved, or executive-level tickets, engaging directly with end-users, providers, or leadership to drive resolution. Leads or actively participates in incident command during major outages and personally leads post-incident reviews (RCAs) to identify root cause and corrective action. Chairs or co-chairs the Change Advisory Board (CAB) and reviews high-risk changes before implementation. Carries or oversees an on-call rotation for critical incident escalation across the 24/7 service desk. Oversees ITSM processes with Incident Commander including Incident, Request, Problem, and Change Management, ensuring day-to-day execution is efficient, consistent, and measurable. Manages design and leadership of all aspects of employee technical onboarding/job change/offboarding, including automation initiatives.

SUPERVISORY/MANAGEMENT SCOPE

Staff consists of: 10-12 Service Desk Agents 1 Incident Commander Vendor managed Security/Network Operations Center

MINIMUM EDUCATION AND EXPERIENCE REQUIRED

Bachelor's degree in Information Technology, Computer Science or related field.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES (KSA)

5+ years' experience managing a multi-platform, multi-location 24 / 7 IT Service Desk. Strong ITSM skills including identification, resolution and escalation of system issues. Strong knowledge of ITIL compliant service desk tools. 3-5 years of experience preferred.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.

The compensation for this role includes a base pay range of $85,616.75 - $128,425.23, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.

Let s start with what matters. People. Purpose. Care. At Duly Health and Care, we believe healthcare works best when it's personal, connected, and led by people who truly care. We are a physician-led medical group built on trusted relationships, teamwork, and a shared commitment to putting patients first in every decision we make. Our team members are caregivers, collaborators, problem-solvers, and leaders. Together, we show up with compassion, act with purpose, and take ownership of the care we deliver and the experience we create. Whether you're caring directly for patients or supporting the teams who do, your role matters here, and your voice is valued. We listen with intention, work as one, and challenge ourselves to keep improving, not for recognition, but because our patients, families, and communities count on us. Innovation at Duly isn't about chasing what's next for its own sake. It's about finding better ways to deliver high-quality, affordable, and accessible care, today and into the future. If you're looking for meaningful work, supportive teammates, and the opportunity to help shape the future of care while staying grounded in compassion and community, you'll find your place at Duly.