Service Desk Manager- Information Technology in Arlington Heights

The Service Desk Manager serves as a critical liaison between end users, service desk agents, and IT support teams, providing expert guidance and hands‑on support for both first‑and second‑level technical issues. This role is the primary escalation point for complex incidents, ensuring timely and effective resolution to minimize disruption to business operations. Benefits Medical, dental and vision insurance Life insurance 401k Short and long term Paid time off Responsibilities Serve as the primary escalation point for service desk agents when technical issues exceed first-level resolution capabilities, ensuring timely and effective support for end users. Foster cross-functional collaboration by working closely with internal departments and broader workgroups to maintain ownership of user-reported issues, driving resolution within established service level expectations. Provide technical leadership and oversight by evaluating the effectiveness of current support methodologies, identifying gaps, and implementing innovative solutions to enhance service desk performance and user satisfaction. Assess training needs and deliver targeted learning sessions to strengthen the technical proficiency of service desk staff, ensuring the team remains current with evolving technologies, tools, and best practices. Use service management tools (e.g., ServiceNow, Fresh, Jira) to produce and present regular reports on IT service performance, budget, and improvement initiatives to senior management. Oversee lifecycle management of desktops, laptops, peripherals, and endpoint tools. Provide White Glove/VIP Support as needed. Possess strong leadership and stakeholder management, managing escalations with clear communication, ownership, and timely resolution. Drive a culture of customer focus and innovation within the team and for customers. Requirements Bachelor degree in Information Systems or equivalent experience. Minimum of 10 years of hands‑on experience supporting and administering Microsoft Windows environments. At least 5 years of experience in a call center or service desk support setting. Proven track record with 7–10 years in Tier 2/Tier 3 technical support, including 5 plus years in a management or supervisory role managing a service desk team. Strong experience managing end user support within a hybrid work environment. Moderate to Expert Level Proficiency with Automation technologies such as PowerShell, Power Automate, or similar. Demonstrated ability to mentor and develop team members, manage workloads and service‑level agreements (SLAs), and deliver timely support for incidents and project‑related tasks. Deep understanding of computer systems, hardware, software, and audio‑visual equipment in enterprise environments. Strong analytical and troubleshooting skills, with the ability to resolve complex technical issues efficiently. Excellent interpersonal and communication skills, with the ability to collaborate across teams and engage with users at all levels. Proficiency in Microsoft 365 cloud services, Office Suite, System Center Configuration Manager (SCCM), Azure, Intune, and SharePoint. Functional knowledge and in-depth understanding of the ITIL framework. #J-18808-Ljbffr Energy Jobline ZR