IT Manager, Support Service

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

Tuition reimbursement

401(k) match

Paid volunteer time off

Parental leave

Adoption/surrogacy support

Job summary

Duly Health and Care in Downers Grove, IL, seeks an IT Manager - Support Services to lead the IT Service Desk and drive strategic direction while actively participating in day-to-day IT service delivery. You will oversee incident response, support metrics, and cross-site end-user IT support.

The role requires 5+ years managing a 24/7 desk, ITIL/ITSM proficiency, and strong vendor management. Hybrid schedule; 3 onsite days in Downers Grove; competitive benefits and growth opportunities.

Qualifications

• 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.
• 3–5 years of experience with ITIL-compliant service desk tools.

Responsibilities

• Lead IT Service Desk with a strategic vision and staff development.
• Represent IT in leadership meetings and translate priorities into service desk plans.
• Oversee vendor contracts, renewals, and cost/value tracking for outsourced services.
• Direct incident management for P1/P2 and major outages; ensure timely resolutions.
• Oversee ITSM processes (Incident, Request, Problem, Change) and governance.

Skills

IT Service Desk

ITIL

Vendor management

Incident management

Leadership

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Job description

IT Manager - Support Services
Hybrid Schedule - 3 days Onsite in Downers Grove, IL

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.

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.

If you are committed to putting our patients first and helping shape the future of care, you belong at Duly.

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.

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.