Remote IT Service Desk Manager - Lead with ITIL & SLAs

Talantir; Chicago (IL); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Talantir is seeking a Service Desk Manager to lead a team of Analysts and IT staff across locations, ensuring high-quality support and ITIL-aligned service delivery.

This remote role supports 12x7x365 operations across US time zones, with preference for Chicagoland candidates. You will drive SLAs, mentor staff, and collaborate with IT leadership to align with business goals. Occasional site visits to retail stores and facilities may be required.

Qualifications

• 4+ years of IT service management experience with at least 2 years in a leadership role.
• Strong knowledge of ITIL frameworks; ITIL certification (Foundation or higher) is preferred.

Responsibilities

• Lead and manage the IT Service Desk team, ensuring timely/resolution of IT support requests.
• Develop and implement SLAs and KPIs to measure and improve support efficiency.
• Provide coaching, training and mentorship to Service Desk staff.
• Oversee ticketing system management, ensuring proper categorization, prioritization and escalation of incidents.
• Implement knowledge management strategies, including self-service resources.
• Define, implement and continuously improve IT service management processes based on ITIL.
• Ensure high-quality IT services across the organization.
• Monitor service performance and identify areas for improvement.
• Collaborate with IT leadership to align service delivery with business objectives.
• Manage IT service incidents, problems and changes to minimize disruption.
• Develop and enforce IT policies and procedures for service desk operations.
• Lead IT audits and risk assessments related to service support functions.
• Ensure the end-to-end customer experience, acting as a single point-of-contact for escalated issues.
• Monitor and respond to issues via our Service Desk ticketing system.
• Proactively address alerts from our system monitoring platform.
• Communicate effectively during outages and priority incidents.
• Mentor and train junior IT Service Desk Analysts.
• Occasionally visit retail stores and growth facilities for maintenance and incident response.
• Support overall information systems planning, implementation and administration across IT functions.
• Follow procedures to troubleshoot/resolved IT issues across systems and technologies.

Skills

ITIL framework

Leadership

Customer service

Vendor management

Team mentorship

Education

Bachelor's degree in IT or related field

Tools

ITSM platforms

Ticketing system

Job description

Talantir is seeking a Service Desk Manager to lead a team of Analysts and IT staff across locations, ensuring high-quality support and ITIL-aligned service delivery.

This remote role supports 12x7x365 operations across US time zones, with preference for Chicagoland candidates. You will drive SLAs, mentor staff, and collaborate with IT leadership to align with business goals. Occasional site visits to retail stores and facilities may be required.