IT Service Desk Leader — 24/7 Ops, Hybrid

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

Benefits offered by this job

Tuition reimbursement

401(k) match

Volunteer time off

Parental leave

Adoption and surrogacy benefits

Job summary

Duly Health and Care in Downers Grove, IL, seeks an IT Manager - Support Services to lead the service desk, set strategy, and ensure 24/7 readiness across sites. The role blends hands-on incident response with strategic leadership to improve service delivery.

The ideal candidate has a Bachelor's in IT or CS, 5+ years managing a multi-site 24/7 IT support operation, ITIL/ITSM expertise, and strong cross-functional collaboration. The position is hybrid with onsite work three days per week.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or related field.
• 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.
• Experience engaging with senior leadership and cross-functional teams.

Responsibilities

• Manage the IT Service Desk and define goals/objectives for service delivery.
• Represent IT in leadership meetings and translate business priorities into staffing plans.
• Collaborate with leadership to improve employee productivity and reduce IT tickets.
• Own the IT service desk budget, vendor contracts, and SLA management.
• Monitor service desk queues and incidents; lead major outages and post-incident reviews.
• Oversee onboarding/offboarding and automation initiatives for staff.

Skills

ITSM

ITIL

Leadership

Incident management

Cross-functional collaboration

Education

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

Tools

ITSM tools

Job description

Duly Health and Care in Downers Grove, IL, seeks an IT Manager - Support Services to lead the service desk, set strategy, and ensure 24/7 readiness across sites. The role blends hands-on incident response with strategic leadership to improve service delivery.

The ideal candidate has a Bachelor's in IT or CS, 5+ years managing a multi-site 24/7 IT support operation, ITIL/ITSM expertise, and strong cross-functional collaboration. The position is hybrid with onsite work three days per week.