Service Desk Manager

Optomi, in partnership with our client, are seeking an experienced Service Desk Manager to lead a team of IT support professionals and drive high-quality service delivery across a multi-location organization. This is a direct hire, remote position, with a preference for candidates located in the Chicagoland area. The Service Desk operates in a 24/7 support model across U.S. time zones, and this role requires occasional evening and weekend availability.Key ResponsibilitiesLead and manage the IT Service Desk team, ensuring timely and effective resolution of support requestsDefine, implement, and track SLAs and KPIs to improve service performance and efficiencyCoach, mentor, and develop Service Desk staff to enhance technical and customer service capabilitiesOversee ticketing system operations, including incident categorization, prioritization, and escalationImplement and continuously improve IT service management processes aligned with ITIL frameworksMonitor service performance and identify opportunities to improve end-user satisfactionPartner with IT leadership to align service delivery with broader business and technology goalsManage incidents, problems, and changes to minimize business disruptionDevelop and enforce IT policies, procedures, and service standardsLead service desk-related audits and risk assessmentsAct as the escalation point for critical issues, ensuring clear communication with stakeholdersMonitor and respond to alerts from system monitoring toolsCommunicate effectively during outages and high-priority incidentsProvide hands-on support and guidance when neededOccasionally travel to operational sites for maintenance and incident responseSupport broader IT initiatives, including system implementation and administrationTroubleshoot hardware, software, and network issues following established proceduresQualifications4+ years of experience in IT service management, including at least 2 years in a leadership roleStrong understanding of ITIL frameworks (certification preferred)Experience with IT Service Management (ITSM) tools Proven leadership and team development skillsStrong problem-solving abilities with a focus on continuous improvementExperience managing vendors, contracts, and service level agreements