Service Desk Process Analysts

Job Title: Service Desk Process Analyst

Location :Chicago IL onsite

Service Desk Process Analyst to provide 24/7 supervisory coverage for our IT Service Desk and Desktop Support teams. These individuals will be accountable for team performance metrics, coaching team members, serving as the primary escalation point during their shift, and lead communications during major incidents.

Experience: Typically 5+ years in healthcare technology,

with 3+ years in a supervisory or leadership role

• Exceptional verbal and written communication skills, including the ability to:
• Translate complex technical concepts into clear, concise, and audience appropriate messaging.
• Deliver accurate, confident mass communications messages under pressure during major incidents or service disruptions.
• Strong people leadership and coaching capability.
• Ability to develop and sustain a cohesive, high performing team.
• Skill in coaching, mentoring, and developing employees through observation, feedback, and hands on support.
• Ability to foster accountability through trust, guidance, and clear expectations.
• Operational and strategic service desk expertise.
• Understanding of Service Desk strategy, service management best practices, and relevant industry standards.
• Ability to balance short term operational demands with long term direction and continuous improvement.
• Knowledge of call center and ITSM ticketing systems, including performance monitoring and workflow optimization.
• Critical thinking and problem-solving skills.
• Ability to analyze systems, workflows, and data to identify inefficiencies and recommend improvements.
• Comfort in dynamic environments where priorities and information may change quickly.
• Strong organizational and time management skills.
• Ability to manage multiple priorities while maintaining service quality and team morale.
• Skill in setting the tone for the team through modeling professionalism, accountability, and calm leadership.
• Team-first mindset.
• Commitment to collective success over individual metrics.
• Willingness to collaborate across shifts and functions to improve overall service outcomes.