IT Service Delivery Leader: Elevate Service Desk & ITIL

HDI Global Insurance Company

Chicago (IL)

On-site

USD 135,000 - 180,000

Full time

39 hours ago

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Job summary

HDI Global Insurance Company in Chicago, IL is seeking an IT Service Delivery Lead to ensure aligned delivery of IT support across the organization. This role provides operational leadership for IT Service Management, Service Desk operations, end-user support, knowledge management, and third-party providers.

You will own ITIL processes (Incident, Service Request, Problem, Change), define workflows and SLAs, monitor performance dashboards, and drive continuous improvement.

Qualifications

Bachelor’s degree or equivalent experience in IT or related field.
Experience in IT service delivery, service desk leadership, and end-user support.
Strong knowledge of ITIL processes: incident, problem, change, service request.
Experience coordinating third-party IT service providers.
Excellent analytical, organizational, and communication skills.

Responsibilities

Own ITIL processes: incident, service request, problem, and change management.
Lead Service Desk and end-user support functions.
Monitor ticket queues, SLA performance, and service quality.
Coordinate onboarding/offboarding, access provisioning, and asset management.
Drive automation and self-service improvements to reduce incidents.
Develop and present service performance dashboards and reports.

Skills

Service delivery leadership

ITIL knowledge

End-user support

Communication

Education

Bachelor’s degree in IT/CS/related field

Tools

ServiceNow

Microsoft 365

Job description

You will own ITIL processes (Incident, Service Request, Problem, Change), define workflows and SLAs, monitor performance dashboards, and drive continuous improvement.

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