Service Desk Manager

Revolution Technologies; Chicago (IL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Team leadership development

Job summary

Revolution Technologies is seeking three Service Desk Process Analyst Shift Supervisors to lead and oversee a 24/7 IT Service Desk and Desktop Support operation in Chicago, IL. You will serve as the primary escalation point for critical incidents and drive continuous improvement across processes and metrics.

The role emphasizes coaching, developing analysts, and communicating effectively with technical teams and executives during major incidents.

Qualifications

• Experience supervising across multiple end-user support functions (Service Desk, Desktop Support, Onboarding, Asset Management, Incident Management, etc.)
• Strong background in process improvement, workflow optimization, and operational efficiency
• Ability to remain calm and communicate clearly during high-pressure situations
• Proven leadership and coaching experience with technical support teams
• Experience managing major incident communications and stakeholder updates
• Strong understanding of ITIL-based support operations and service management practices

Responsibilities

• Lead and supervise Service Desk and Desktop Support teams across a 24/7 operation
• Serve as the primary escalation point for critical incidents
• Drive service delivery excellence, process optimization, and operational efficiency
• Coach, mentor, and develop support analysts to improve performance and career growth
• Communicate effectively with both technical teams and executive leadership during major incidents
• Identify opportunities to improve workflows, handoffs, and cross-shift collaboration
• Monitor team metrics while fostering a supportive, team-oriented culture

Job description

Service Desk Process Analyst (Shift Supervisor) | Chicago, IL

Are you an experienced IT Support Supervisor who thrives in fast-paced, mission-critical environments? We are seeking three Service Desk Process Analyst Shift Supervisors to provide leadership, operational oversight, and continuous improvement initiatives across a 24/7 IT Service Desk and Desktop Support environment.

What You'll Be Doing:

• Lead and supervise Service Desk and Desktop Support teams across a 24/7 operation
• Serve as the primary escalation point for critical incidents
• Drive service delivery excellence, process optimization, and operational efficiency
• Coach, mentor, and develop support analysts to improve performance and career growth
• Communicate effectively with both technical teams and executive leadership during major incidents
• Identify opportunities to improve workflows, handoffs, and cross-shift collaboration
• Monitor team metrics while fostering a supportive, team-oriented culture

Ideal Candidate Profile:

• Experience supervising across multiple end-user support functions (Service Desk, Desktop Support, Onboarding, Asset Management, Incident Management, etc.)
• Strong background in process improvement, workflow optimization, and operational efficiency
• Ability to remain calm and communicate clearly during high-pressure situations
• Proven leadership and coaching experience with technical support teams
• Experience managing major incident communications and stakeholder updates
• Strong understanding of ITIL-based support operations and service management practices

• 12-hour fixed shifts
• Average of 42 hours/week
• Every other full weekend off (Fri-Sat-Sun)

What Makes This Role Unique?

• Continuously seek ways to improve processes and efficiency
• Optimize productivity during off-peak hours and low call-volume periods
• Think beyond their shift and contribute to the overall success of the operation
• Roll up their sleeves and work alongside their teams when needed