Service Desk Manager

Revolution Technologies; Chicago (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

Revolution Technologies is seeking a Service Desk Process Analyst - Shift Supervisor to provide 24/7 supervisory coverage for the IT Service Desk and Desktop Support teams in Chicago. The role emphasizes coaching, clear incident communications, and acting as the primary escalation point during major incidents.

The ideal candidate brings supervisory experience across end-user IT support, strong written and verbal communication, and the ability to translate technical details for business

Qualifications

• Supervise IT Service Desk and Desktop Support teams.
• Experience in end-user IT support.
• Ability to translate technical details into business updates.
• Strong written and verbal communication during incidents.

Responsibilities

• Provide 24/7 supervisory coverage for the service desk and desktop support teams.
• Be accountable for team performance metrics and coaching.
• Act as the primary escalation point during shifts.
• Lead communications during major incidents to the organization.
• Collaborate across shifts to optimize handoffs and incident response.

Skills

Supervisory experience

Coaching

Communication

Incident communications

Process improvement

Job description

Position: Service Desk Process Analyst - Shift Supervisor

Location: Chicago, IL

Length: Long-term

Interview: 1st round is a Video Interview and 2nd round is an Onsite F2F Interview (Mandatory with no exceptions)

Shift: Onsite

Shift & Schedule Details (using the Pitman Rotation Schedule 2/2/3): 24/7 environment with 12 hours shifts

Job Summary

We are looking to hire a Service Desk Process Analyst Shift Supervisor to provide 24/7 supervisory coverage for our IT Service Desk and Desktop Support teams. These individuals will be accountable for team performance metrics, coaching team members, serve as the primary escalation point during their shift, and lead communications during major incidents.

Ideal Candidate Profile

The ideal candidate has supervised teams across the full spectrum of end-user IT support, not just one narrow function. They understand how a service desk call can become a desktop dispatch, how a new hire onboarding request flows through provisioning and asset management, and how these handoffs break down without clear communication and process. They've seen work from multiple angles and can coach analysts across all of these functions, not just the one they came from.

This role will be the voice of IT during major incidents. Supervisors draft and send written and verbal communications to the entire organization in real time during a major incident. Candidates must show they can:

• Translate technical details into clear, jargon-free written updates for both business stakeholders and mass communications to the entire organization
• Communicate confidently with both technical subject matter experts and executive leadership
• Stay composed and precise when urgency is high and information is incomplete

Developer of People

Our team members are capable but have lacked consistent guidance. We don't need someone who monitors dashboards and tells people to work harder. We need someone who works alongside the team and coaches. Candidates must show they can:

• Observe work patterns, identify skill gaps, and provide hands-on coaching and mentoring
• Listen to challenges and remove obstacles that slow the team down
• Hold people accountable through support and conversations, not just metrics
• Invest in growing each analyst's capabilities over time

Team Oriented Problem Solver

Individual metrics don't move the needle if the team isn't succeeding together. We need supervisors who think beyond their own shift. Candidates must show they can:

• Identify opportunities to optimize how work flows across shifts (e.g., tasks that can be completed overnight when call volumes are low)
• Proactively seek additional responsibilities that benefit the overall operation
• Share insights and improvements across shifts and support groups rather than working in a silo