IT Service Desk Leader — 24/7 Ops, Strategy & Growth

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

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.