Onsite Service Desk Lead — Incident & Coaching

RL Canning; Chicago (IL); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Short‑Term Disability Insurance

Accidental Death & Dismemberment (AD&D) and Life Insurance

401(k) plan with employer matching

Paid Time Off

Paid Holidays

Job summary

A global IT managed services firm in Chicago is seeking 'TWO' Service Desk Process Leads to enhance operational excellence within their IT team. This on-site role entails overseeing daily service desk operations, managing performance metrics, and leading communications during major incidents. Candidates should have at least a bachelor's degree and 5+ years of experience in healthcare technology environments, with proven leadership skills and exceptional communication abilities. A comprehensive benefits package and competitive salary range of $85,000 to $95,000 annually are offered.

Qualifications

• 5+ years of experience in healthcare technology environments preferred.
• At least 3 years in a supervisory or leadership capacity.
• Strong coaching and mentoring capabilities.

Responsibilities

• Lead daily Service Desk operations for high‑quality customer service delivery.
• Manage call queues and ticket workflows based on business impact.
• Serve as the primary IT communications lead during major incidents.

Skills

Communication skills

People leadership

Coaching and mentoring

Critical thinking

Analytical skills

Education

Bachelor’s degree in Health Informatics, Information Technology, Computer Science, or a related field

Tools

ITSM/ticketing systems

Call center technologies

Job description

A global IT managed services firm in Chicago is seeking 'TWO' Service Desk Process Leads to enhance operational excellence within their IT team. This on-site role entails overseeing daily service desk operations, managing performance metrics, and leading communications during major incidents. Candidates should have at least a bachelor's degree and 5+ years of experience in healthcare technology environments, with proven leadership skills and exceptional communication abilities. A comprehensive benefits package and competitive salary range of $85,000 to $95,000 annually are offered.