Service Desk Process Analyst

Krasan Consulting Services; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

Cook County Health is seeking a hands-on Service Desk Process Analyst supervisor to lead the IT Service Desk and Desktop Support teams, ensuring high-quality customer service and effective incident response. The role emphasizes coaching, shift coverage, ticket workflow management, and clear communications during major incidents.

The position involves supervising 2–7 analysts and 1–7 desktop specialists per shift, with on-site work at Stroger Hospital and occasional telework considered on a

Qualifications

• Bachelor’s degree in Health Informatics, Information Technology, Computer Science, or a related field.
• Five or more years of experience in healthcare technology.
• Three or more years of supervisory or leadership experience.
• Experience supporting Service Desk, Help Desk, Desktop Support, or IT operations teams.
• Experience using call-center and IT Service Management ticketing systems.
• Knowledge of Service Desk strategy, IT service-management practices, and relevant industry standards.
• Experience monitoring performance metrics, managing workflows, and driving continuous improvement.

Responsibilities

• Supervise Service Desk and Desktop Support operations while maintaining consistent, high-quality customer service.
• Serve as the primary escalation point for technical and operational issues during the assigned shift.
• Provide hands-on customer support by troubleshooting issues and answering questions regarding IT products and services.
• Manage call queues and ticket workflows based on customer impact, urgency, and staff availability.
• Monitor open and overdue tickets and ensure issues are resolved accurately and promptly.
• Schedule and coordinate staff coverage to meet service-level commitments.
• Balance assignments and workloads across Service Desk and Desktop Support personnel.
• Manage and optimize the Automatic Call Distribution system, including user changes, data analysis, and process-improvement recommendations.
• Serve as the primary voice of IT during major incidents and service disruptions.
• Translate technical information into clear, concise, jargon-free updates for employees, business stakeholders, and executive leadership.
• Communicate confidently and accurately during high-pressure situations, including when information is incomplete or evolving.
• Coach and develop team members through observation, real-time feedback, mentoring, and hands-on support.
• Identify skill gaps and remove barriers affecting productivity or service quality.
• Promote accountability through clear expectations, constructive feedback, and meaningful performance conversations.
• Identify opportunities to improve workflows across shifts and support functions.
• Share best practices and process improvements across the broader IT support organization.
• Maintain Service Desk documentation, including manuals, contact lists, locations, policies, and procedures.
• Monitor team performance metrics and recommend operational improvements.

Skills

Leadership

Communication

Team building

Critical thinking

Process analysis

Time management

Prioritization

Incident leadership

Team collaboration

Education

Bachelor’s degree

Tools

ITSM ticketing systems

Job description

Cook County Health is hiring four Service Desk Process Analysts to provide 24/7 supervisory coverage for its IT Service Desk and Desktop Support teams.

This is a hands-on leadership role responsible for team performance, employee coaching, shift coverage, ticket and call-queue management, escalations, and organization-wide communications during major incidents.

Available Shifts

• Two AM-shift positions: 12:00 a.m.–12:00 p.m.


• Two PM-shift positions: 12:00 p.m.–12:00 a.m.


• Fixed 12-hour shifts using a 2-2-3 Pittman rotation


• Average of approximately 42 hours per week


• Every other Friday, Saturday, and Sunday off


• Primarily onsite at Stroger Hospital during scheduled workdays


• Occasional telework may be approved on a case-by-case basis

Key Responsibilities

• Supervise Service Desk and Desktop Support operations while maintaining consistent, high-quality customer service.


• Serve as the primary escalation point for technical and operational issues during the assigned shift.


• Provide hands-on customer support by troubleshooting issues and answering questions regarding IT products and services.


• Manage call queues and ticket workflows based on customer impact, urgency, and staff availability.


• Monitor open and overdue tickets and ensure issues are resolved accurately and promptly.


• Schedule and coordinate staff coverage to meet service-level commitments.


• Balance assignments and workloads across Service Desk and Desktop Support personnel.


• Manage and optimize the Automatic Call Distribution system, including user changes, data analysis, and process-improvement recommendations.


• Serve as the primary voice of IT during major incidents and service disruptions.


• Translate technical information into clear, concise, jargon-free updates for employees, business stakeholders, and executive leadership.


• Communicate confidently and accurately during high-pressure situations, including when information is incomplete or evolving.


• Coach and develop team members through observation, real-time feedback, mentoring, and hands-on support.


• Identify skill gaps and remove barriers affecting productivity or service quality.


• Promote accountability through clear expectations, constructive feedback, and meaningful performance conversations.


• Identify opportunities to improve workflows across shifts and support functions.


• Share best practices and process improvements across the broader IT support organization.


• Maintain Service Desk documentation, including manuals, contact lists, locations, policies, and procedures.


• Monitor team performance metrics and recommend operational improvements.


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

Preferred Experience

• Five or more years of experience in healthcare technology.


• Three or more years of supervisory or leadership experience.


• Experience supporting Service Desk, Help Desk, Desktop Support, or IT operations teams.


• Experience using call-center and IT Service Management ticketing systems.


• Knowledge of Service Desk strategy, IT service-management practices, and relevant industry standards.


• Experience monitoring performance metrics, managing workflows, and driving continuous improvement.

Knowledge and Skills

• Exceptional written and verbal communication skills.


• Ability to translate complex technical information into clear, audience-appropriate messaging.


• Strong people-leadership, coaching, and employee-development capabilities.


• Ability to build and sustain a cohesive, accountable, and high-performing team.


• Strong critical-thinking, troubleshooting, and problem-solving skills.


• Ability to analyze systems, workflows, and performance data to identify inefficiencies.


• Excellent organizational and time-management skills.


• Ability to manage competing priorities while maintaining service quality and team morale.


• Calm, confident, and professional leadership during major incidents and other time-sensitive situations.


• Collaborative, team-first approach with a commitment to improving outcomes across shifts and support groups.

Team Structure

Each Service Desk Process Analyst will supervise approximately 2–7 Service Desk Analysts and 1–7 Desktop Support Analysts, depending on the day and assigned shift. The employees supervised may work different shifts from the supervisor, requiring strong coordination and communication across the 24/7 operation.

This is an excellent opportunity for a hands-on IT support leader who enjoys developing employees, improving service operations, and providing steady leadership during critical incidents.