Service Desk Manager

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 #J-18808-Ljbffr