Senior Service Desk Process Analyst — Onsite Lead

Clarity Partners; Chicago (IL); On-site; USD 80,000 - 90,000; Full time

Job summary

Clarity Partners is hiring a Service Desk Process Analyst for a full-time, on-site role in Chicago, IL. The position reports onsite and features AM/PM shifts on a large client-facing project. The base salary ranges from $80,000 to $90,000, with 5+ years in healthcare technology or IT operations and 3+ years in supervision.

You will supervise service desk and desktop support, manage queues and SLAs, escalate major incidents, mentor staff, and drive continuous improvement across shifts.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Health Informatics, or related field.
• Strong experience in IT service desk or support operations.
• Proven ability to lead teams in a fast-paced, customer-focused environment.
• 5+ years of experience in healthcare technology or IT operations.
• 3+ years in a supervisory or leadership role.
• Experience in 24/7 operational environment.

Responsibilities

• Supervise daily service desk and desktop support operations to ensure high-quality service delivery.
• Manage call queues, ticket workflows, and resource allocation based on priority and impact.
• Monitor ticket lifecycle to ensure timely resolution and SLA adherence.
• Serve as the primary escalation point for complex issues and operational challenges.
• Lead communications during major incidents, providing timely and clear updates to stakeholders.
• Translate technical issues into concise, business-friendly messaging for non-technical audiences.
• Coach, mentor, and develop team members through hands-on leadership and real-time feedback.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Plan and manage staffing schedules to meet service demands and coverage requirements.
• Balance workloads and monitor team performance to optimize efficiency.
• Analyze service desk metrics, workflows, and systems to identify improvement opportunities.
• Manage and optimize ACD and ticketing systems, including reporting and process enhancements.
• Maintain and update service desk documentation, procedures, and knowledge resources.
• Collaborate across shifts and teams to drive consistency, knowledge sharing, and operational excellence.

Skills

IT service desk

Team leadership

Customer focus

Healthcare IT

24/7 operations

Education

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

Job description

Clarity Partners is hiring a Service Desk Process Analyst for a full-time, on-site role in Chicago, IL. The position reports onsite and features AM/PM shifts on a large client-facing project. The base salary ranges from $80,000 to $90,000, with 5+ years in healthcare technology or IT operations and 3+ years in supervision.

You will supervise service desk and desktop support, manage queues and SLAs, escalate major incidents, mentor staff, and drive continuous improvement across shifts.