Service Desk Process Analyst

SGI; Chicago (IL); On-site; USD 85,000 - 105,000; Full time

Job summary

SGI is seeking an experienced Service Desk Process Analyst to lead and oversee a 24/7 IT Service Desk and Desktop Support environment onsite in Chicago. The role requires guiding support teams, driving service excellence, and coaching staff while managing escalations and incident communications.

The ideal candidate has strong IT Service Management experience, proven leadership capabilities, and thrives in a fast-paced setting that emphasizes accountability, customer service, and collaboration.

Qualifications

• Bachelor's degree in Health Informatics, IT, CS, or related field.
• 5+ years in healthcare technology, IT Service Desk, Desktop Support, or IT operations.
• 3+ years in supervisory or people management role.
• Experience managing IT support teams in a high-volume enterprise.
• Strong ITSM knowledge and Service Desk operations.
• Experience with ITSM ticketing platforms, workflow mgmt, and reporting.
• Excellent verbal and written communication skills.
• Strong problem-solving and organizational skills.
• Ability to manage competing priorities while maintaining service quality.

Responsibilities

• Provide shift-based leadership and supervision for 24/7 Service Desk and Desktop Support.
• Monitor performance metrics, ticket volumes, and SLA adherence.
• Serve as primary escalation point for complex issues and disruptions.
• Lead communications during major incidents with timely updates.
• Coach, mentor, and develop team members.
• Promote accountability and continuous improvement.
• Identify workflow inefficiencies and recommend improvements.
• Support ITSM best practices and operational standards.
• Analyze service desk data to improve customer experience.
• Collaborate with IT teams and stakeholders to improve delivery.

Skills

IT Service Management

Team leadership

Customer service

Communication skills

Education

Bachelor's degree in Health Informatics / IT / CS

Tools

ITSM ticketing platforms

Workflow management

Performance reporting tools

Job description

Title: Service Desk Process Analyst (IT Service Desk Supervisor)

Location: Onsite

We are seeking experienced Service Desk Process Analysts to provide leadership and operational oversight for a 24/7 IT Service Desk and Desktop Support environment.

This role is responsible for supervising support teams, driving service excellence, monitoring performance metrics, coaching team members, managing escalations, and leading communications during critical incidents and service disruptions.

The ideal candidate will have strong IT Service Management experience, proven team leadership capabilities, and the ability to operate effectively in a fast-paced environment where communication, accountability, and customer service are essential.

Key Responsibilities

• Provide shift-based leadership and supervision for Service Desk and Desktop Support teams supporting a 24/7 operation
• Monitor team performance, service metrics, ticket volumes, SLA adherence, and operational effectiveness
• Serve as the primary escalation point for complex issues and service disruptions
• Lead communications during major incidents, ensuring clear and timely updates to stakeholders
• Coach, mentor, and develop Service Desk and Desktop Support team members
• Promote accountability, collaboration, and continuous improvement across support teams
• Identify workflow inefficiencies and recommend process improvements
• Support IT Service Management best practices and operational standards
• Analyze service desk data and trends to improve customer experience and support performance
• Collaborate with IT teams and business stakeholders to improve service delivery

Required Qualifications

• Bachelor’s degree in Health Informatics, Information Technology, Computer Science, or related field
• 5+ years of experience in healthcare technology, IT Service Desk, Desktop Support, or IT operations
• 3+ years of experience in a supervisory, team lead, or people management role
• Experience managing IT support teams in a high-volume enterprise environment
• Strong understanding of IT Service Management principles and Service Desk operations
• Experience with ITSM ticketing platforms, workflow management, and performance reporting
• Excellent verbal and written communication skills with the ability to explain complex technical concepts to varied audiences
• Strong problem-solving, analytical, and organizational skills
• Ability to manage competing priorities while maintaining service quality and team morale

Preferred Experience

• Experience supporting mission-critical environments
• ITIL or related service management knowledge
• Experience leading major incident communications and escalation processes
• Experience improving Service Desk workflows and operational performance

This role requires onsite coverage supporting a 24/7 IT environment.

Available shifts

• AM Shift: 12:00 AM – 12:00 PM
• PM Shift: 12:00 PM – 12:00 AM

Schedule follows a rotating 2-2-3 pattern averaging approximately 42 hours per week, including every other full weekend off.

Why Join?

This is an opportunity to play a key leadership role within a large-scale IT support organization, helping drive service excellence, team performance, and operational improvements in a critical healthcare technology environment.