IT Service Desk Leader - Hybrid, 24/7 Support

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

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.