Help Desk Manager- Service Delivery & Support

Newly Weds•Chicago, IL

42d•$100,000 - $140,000

About The Position

The Help Desk Manager, Service Delivery & Support is responsible for leading the IT support function, ensuring timely and effective resolution of technical issues across the organization. This role oversees the help desk team, manages service delivery processes, and ensures alignment with IT standards, SLAs, and user experience goals. The manager plays a key role in driving operational excellence, continuous improvement, and customer satisfaction in IT support services.

Requirements

Over 5 years of proven experience managing IT help desk or service delivery teams.
Strong understanding of IT support operations, service management, and customer service principles.
Familiarity with ITSM platforms (e.g., ServiceNow, Jira Service Desk, Freshservice).
Knowledge of ITIL practices and incident/problem/change management.
Excellent leadership, communication, and conflict resolution skills.
Ability to analyze data, identify trends, and drive continuous improvement.
Excellent decision-making skills
Must be computer literate with Microsoft Office and AS400 systems preferred

Nice To Haves

Certifications such as ITIL, HDI, or CompTIA A+ are a plus

Responsibilities

Lead and manage the help desk and support team, including staffing, training, and performance management.
Ensure consistent delivery of high-quality support across all IT service channels (phone, email, ticketing, walk-up).
Monitor and manage service requests, incidents, and escalations to ensure timely resolution.
Maintain and improve service level agreements (SLAs), KPIs, and customer satisfaction metrics.
Develop and enforce IT support policies and documentation standards.
Drive adoption of ITIL or similar service management frameworks.
Administer and optimize help desk systems and tools (e.g., ticketing platforms, remote support software).
Collaborate with infrastructure and application teams to resolve complex issues and improve supportability.
Identify trends, recurring issues, and opportunities for process improvement.
Provide regular reporting on service performance, team metrics, and user feedback.
Act as a liaison between IT and business units to ensure support needs are understood and met.
Communicate service updates, outages, and resolutions proactively.