Service Desk Process Analyst

Service Desk Process Analyst

Clarity Partners is seeking a Service Desk Process Analyst local to Chicago, IL. This is a full-time opportunity on a large-scale client facing project. This position will report in a hybrid setting. We are seeking four (4) Analysts split evenly across the following shifts:

Shift Options:

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

Responsibilities:

• Supervise daily service desk and desktop support operations to ensure high-quality service delivery.
• Manage call queues, ticket workflows, and resource allocation based on priority and impact.
• Monitor ticket lifecycle to ensure timely resolution and SLA adherence.
• Serve as the primary escalation point for complex issues and operational challenges.
• Lead communications during major incidents, providing timely and clear updates to stakeholders.
• Translate technical issues into concise, business-friendly messaging for non-technical audiences.
• Coach, mentor, and develop team members through hands-on leadership and real-time feedback.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Plan and manage staffing schedules to meet service demands and coverage requirements.
• Balance workloads and monitor team performance to optimize efficiency and service quality.
• Analyze service desk metrics, workflows, and systems to identify improvement opportunities.
• Manage and optimize ACD and ticketing systems, including reporting and process enhancements.
• Maintain and update service desk documentation, procedures, and knowledge resources.
• Collaborate across shifts and teams to drive consistency, knowledge sharing, and operational excellence.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, Health Informatics, or related field.
• Strong experience in IT service desk or support operations.
• Proven ability to lead teams in a fast-paced, customer-focused environment.
• 5+ years of experience in healthcare technology or IT operations.
• 3+ years in a supervisory or leadership role.
• Experience in 24/7 operational environment.

Clarity is committed to fair and equitable compensation practices. For the Service Desk Process Analyst, the base salary pay range is $80,000–$90,000. The range represents a good faith estimate that Clarity reasonably expects to pay for this job at the time of posting. Compensation will depend upon an individual's skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.